This report tracks and forecasts CCaaS market revenue and subscription sales in four key geographical regions. It also tracks features and industry-specific solutions from more than 25 CCaaS vendors, including Five9, Genesys, and NICE.
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CCaaS Bi-Annual Tracker and Forecast – 1H23
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CCaaS Bi-Annual Tracker – 2H22
Data / 29 Mar 2023 / 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 more than 25 CCaaS vendors, including Five9, Genesys, NICE, and Talkdesk.
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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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It has been more than three years since the start of the pandemic. Now that much of the COVID-19 dust has settled, contact center leaders must develop a customer experience strategy for a post-pandemic world.
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Data / 24 Apr 2023 / David Myron
This report tracks and forecasts the growing workforce engagement management (WEM) subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.
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Even three years after the COVID-19 pandemic, global interest in workforce engagement management solutions remains. This report analyzes data from the Workforce Engagement Management Forecast – 2022–27 Data.
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Unified Communications Software as a Service (SaaS) Market Dashboard
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Biannual data on CCaaS, UCaaS, and collaborative meeting services. Incudes actual up to 2024 and forecast up to 2029.
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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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