2024 Contact Center as a Service Worldwide Market Share Report
Published July 25, 2024
DMG Consulting’s 2024 Contact Center as a Service Worldwide Market Share Report is the foremost resource for vendors, investors, analysts, and others who want to understand this sector’s competitive landscape, vendor market share by revenue and seats, geographical breakdown, adoption rate, and the current and projected total addressable market (TAM).
Comprehensive and Rigorous Analysis
DMG Consulting’s fourth annual edition of the Contact Center as a Service Worldwide Market Share Report provides a detailed and insightful analysis of the highly competitive contact center as a service (CCaaS) market in calendar year 2023, although several of the vendors operate on a fiscal year.
This Report captures and analyzes the market activity of vendors who sell CCaaS infrastructure solutions and related products such as self-service and workforce engagement management (WEM) applications, including professional services (implementation, integration, training, premium support), and carrier services. It accounts for the seats and revenue of an estimated 200 competitors in the worldwide multi-tenant CCaaS market. It does not include market activity for hosted or software as a service (SaaS)-based offerings that are not multi-tenant. (This data was included in prior editions of this Report but is no longer significant.)
The Report provides a discerning review of CCaaS Market Drivers and Inhibitors. The CCaaS market is thriving yet simultaneously experiencing an identity crisis. It is a highly opportunistic market for the vendors selling these systems and platforms, but due to changing market dynamics, they want to be known for delivering more than CCaaS functionality. Some CCaaS vendors have started referring to themselves as customer experience (CX) providers, positioning themselves to offer an expanded set of capabilities to customers beyond contact centers. Despite their current success, this strategic maneuvering is a best practice that will enable differentiation as the market matures and consolidates, which is inevitable as there are currently more than 200 CCaaS competitors.
CCaaS Vendor Performance
The 2024 Contact Center as a Service Worldwide Market Share Report provides insights into the market’s performance in calendar year 2023 and provides a detailed analysis of the seat and revenue activity of 22 leading and contending CCaaS competitors: 8×8, Amazon Connect, Avaya, Bright Pattern, Call Center Studio, Cisco, Content Guru, Diabolocom, Enghouse, Five9, Genesys, Google, NEC, NICE, Odigo, Puzzel, RingCentral, Salesforce, Telia ACE, Twilio, UJET, and Vonage. The revenue and market activity of an estimated 178 competitors (14 named and 164 unnamed CCaaS competitors) are grouped together in the “Other” category.
Key breakdowns in the 2024 Contact Center as a Service Worldwide Market Share Report are:
- Total Contact Center Seat Projections, Worldwide, 2024 – 2028
- 2023 Worldwide CCaaS Revenue and Market Share Analysis, by Vendor, Category, and Geography
- 2023 Worldwide CCaaS Seat Adoption Rate and Projections, 2023 – 2028
- CCaaS Total Addressable Market, Worldwide, 2023 Actual – 2028 Projected
- Executive Summary
- Introduction
- CCaaS Market Drivers and Inhibitors
- DMG Consulting Research Methodology
- 4.1 Report Participation and Data Requirements
- Information Sources and Methodology
- 5.1 Named and Concurrent Seats vs. Usage
- 5.2 What Should Be Counted as a CCaaS Seat
- 5.3 DMG Transparency
- Report Scope: What is Included
- Total Contact Center Market 5-Year Seat Projections, Worldwide, 2024 – 2028
- 7.1 Contact Center Five-Year Seat Projections, Worldwide, 2024 – 2028
- 2023 CCaaS Market Share Analysis, Worldwide
- 8.1 CCaaS Seats and Market Share by Vendor, as of December 31, 2023
- 8.2 2023 Worldwide CCaaS Revenue and Market Share, by Vendor
- 8.3 2023 CCaaS Revenue Analysis by Category
- 8.4 2023 CCaaS Revenue and Market Activity, by Geography
- Worldwide CCaaS Seat Adoption Rate and Projections, 2023 – 2028
- 9.1 CCaaS Seat Projections, Worldwide, 2023 Actual – 2028 Projected
- 9.2 CCaaS Seat Adoption Rate, Worldwide, 2022 – 2023 Actual – 2028 Projected
- CCaaS Worldwide Total Addressable Market, 2023 Actual – 2028 Projected
Table of Figures
- Figure 1: Total Contact Center Seat Projections, Worldwide, 2023 Actual – 2028 Projected
- Figure 2: Total Contact Center Seat Projections, Worldwide, 2023 Actual – 2028 Projected (Line Graph)
- Figure 3: CCaaS Seats and Market Share by Vendor, as of December 31, 2023
- Figure 4: 2023 CCaaS Seat Market Share
- Figure 5: CCaaS Seats by Vendor, 2023 vs. 2022 Comparison
- Figure 6: CCaaS Seat Trends by Vendor, 2020 – 2023
- Figure 7: CCaaS Seat Trends by Vendor, 2020 – 2023 (Bar Chart)
- Figure 8: 2023 CCaaS Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 9: 2023 CCaaS Revenue Market Share
- Figure 10: CCaaS Revenue by Vendor, 2023 vs. 2022 Comparison (Dollars in Thousands)
- Figure 11: CCaaS Revenue Trends by Vendor, 2020 – 2023 (Dollars in Thousands)
- Figure 12: CCaaS Revenue Trends by Vendor, 2020 – 2023 (Dollars in Thousands)
- Figure 13: 2023 CCaaS Revenue and Market Share by Category (Dollars in Thousands)
- Figure 14: 2023 CCaaS Market Share by Category
- Figure 15: CCaaS Revenue by Category, 2023 vs. 2022 Comparison (Dollars in Thousands)
- Figure 16: CCaaS Revenue Trends by Category, 2020 – 2023 (Dollars in Thousands)
- Figure 17: CCaaS Revenue Trends by Category, 2020 – 2023 (Dollars in Millions)
- Figure 18: 2023 CCaaS Revenue by Vendor and Category (Dollars in Thousands)
- Figure 19: 2023 CCaaS Revenue by Vendor and Category (Dollars in Millions)
- Figure 20: 2023 CCaaS Recurring Services Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 21: 2023 CCaaS Recurring Services Market Share
- Figure 22: 2023 CCaaS Carrier Services Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 23: 2023 CCaaS Carrier Services Market Share
- Figure 24: 2023 CCaaS Professional Services Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 25: 2023 CCaaS Professional Services Market Share
- Figure 26: 2023 CCaaS Revenue by Vendor and Geographic Region (Dollars in Thousands)
- Figure 27: 2023 CCaaS Revenue by Vendor and Geographic Region (Dollars in Millions)
- Figure 28: Summary of 2023 CCaaS Revenue and Market Share by Geographic Region (Dollars in Thousands)
- Figure 29: 2023 CCaaS Market Share Summary by Geographic Region
- Figure 30: Summary of CCaaS Revenue by Geographic Region, 2023 vs. 2022 Comparison (Dollars in Thousands)
- Figure 31: CCaaS Revenue Trends by Geographic Region, 2020 – 2023 (Dollars in Thousands)
- Figure 32: CCaaS Revenue Trends by Geographic Region, 2020 – 2023 (Dollars in Millions)
- Figure 33: 2023 CCaaS Americas Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 34: 2023 CCaaS Americas Market Share
- Figure 35: 2023 CCaaS Europe/Middle East/Africa Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 36: 2023 CCaaS Europe/Middle East/Africa Market Share
- Figure 37: 2023 CCaaS Asia/Pacific Revenue and Market Share by Vendor (Dollars in Thousands)
- Figure 38: 2023 CCaaS Asia/Pacific Market Share
- Figure 39: CCaaS Seat Projections, Worldwide, 2023 Actual – 2028 Projected
- Figure 40: CCaaS Seat Projections, Worldwide, 2023 Actual – 2028 Projected (Line Graph)
- Figure 41: CCaaS Seat Adoption Rate Projections, Worldwide, 2022 – 2023 Actual – 2028 Projected
- Figure 42: CCaaS Adoption Rate Projections, Worldwide, 2023 Actual and 2024 – 2028 Projected
- Figure 43: CCaaS Total Addressable Market Projections, Worldwide, 2023 Actual – 2028 Projected (Dollars in Thousands)
- Figure 44: Worldwide CCaaS Total Addressable Market Projections, 2023 Actual – 2028 Projected