Tracks and forecasts CCaaS market revenue and subscription sales in key geographical regions. Also tracks pricing, features, and industry-specific solutions (including agentic AI capabilities) from 30 CCaaS vendors, including AWS Connect, Five9, Genesys, and NICE.
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CCaaS Annual Tracker and Forecast – CY24
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Data / 20 Dec 2024 / David Myron
Tracks and forecasts CCaaS market revenue and subscription sales in four key geographical regions. Also tracks features and industry-specific solutions from more than 25 CCaaS vendors, including Five9, Genesys, NICE, and the newest entrant, Zoom.
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CCaaS Bi-Annual Tracker and Forecast – 2H23
Data / 04 Apr 2024 / David Myron
This bi-annual 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
Data / 22 Dec 2023 / David Myron
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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Contact Center as a Service (CCaaS) Market Tracker and Forecast – 2H21
Data / 29 Aug 2022 / David Myron
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Global Contact Center Market Forecast – 2023–29
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This report tracks and forecasts contact center APs from 2023 to 2029 by geographical location, industry, contact center size, CCaaS and on-premises seats, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
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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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