This report tracks and forecasts CCaaS market revenue and license sales in four key geographical regions. It also tracks features and industry-specific solutions from more than 25 CCaaS vendors, including Five9, Genesys, NICE, and Talkdesk.
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CCaaS Bi-Annual Tracker – 2H22
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Contact Center as a Service (CCaaS) Market Tracker and Forecast – 2H21
Data / 29 Aug 2022 / David Myron
This report tracks and forecasts CCaaS market revenue and license sales in four key geographical regions. It also tracks features and industry-specific solutions from Amazon Web Services, Avaya, Five9, Genesys, NICE, Vonage, and others.
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2023 Trends to Watch: Contact Center
Report / 16 Dec 2022 / David Myron
Omdia reveals four key trends affecting contact centers in 2023: declining agent populations, cloud licenses surpassing on-prem installations, voice joining the digital revolution, and AI enabling personalization and automation at scale.
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2022 Trends to Watch: Contact Center
Report / 16 Dec 2021 / David Myron
Omdia explores why COVID-29 has accelerated the reimagining of the contact center as one where omnichannel and automation are essential for survival.
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The Analyst Team
David Myron
Follow AnalystPrincipal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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Prachi Nema
Follow AnalystPrincipal Analyst, Unified Communication and Collaboration
Prachi specializes in enterprise communications and collaboration technologies, including video conferencing equipment and services. She brings over 15 years of telecoms industry experience and expertise in fixed and mobile convergence, service provider strategies, and next-generation technologies. Prachi has authored market share and forecast reports and analysis on a range of topics across the enterprise collaboration landscape.
Prachi has worked as a software engineer with various companies, including Idea Cellular, AT&T, and Motorola. She then moved into research and analysis, working as telecoms analyst with several boutique firms, including GSMA, where she researched strategies for increasing youth employment opportunities through mobile technologies and services. She holds an engineering degree in electronics and telecommunications from SGSITS in India and an MBA from the Henley Business School, part of University of Reading. Prachi is fluent in English and Hindi and is based in London.
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