Metrigy’s MetriRank study evaluates leading CCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

July 10, 2024 – Research and advisory firm Metrigy released its CCaaS MetriRank 2024 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. NICE has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“For the 2nd year in a row, NICE is the leader in our CCaaS MetriRank report, with 22% revenue market share, strong financials, and full marks for product mix and customer business success. NICE has been able to maintain its market leading position and keep pace with the overall market growth, ensuring continued top performance,” said Diane Myers, Senior Research Director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting.

Metrigy 2024 CCaaS MetriRank Highlights:

Metrigy defines CCaaS as customer interaction software delivered as a service over a cloud-based platform; as a baseline this includes automatic call distributors (ACDs), interactive voice response (IVR), and predictive dialer, but increasingly also includes AI, analytics, and interaction channel integration. CCaaS solutions are multi-tenant, with today’s platforms developed by service providers to run in the cloud using microservices architecture.

The global market for CCaaS was $6.0 billion in 2023, up 23% year-over-year. Metrigy forecasts the market to grow at a 13% CAGR from 2023 to 2028, reaching $10.8 billion by 2028. The CCaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios and others are smaller, with niche offerings.

The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CCaaS MetriRank study, please reach out to [email protected].

NICE Takes Top Spot in Metrigy’s Inaugural Contact Center-as-a-Service (CCaaS) MetriRank Report
Metrigy’s MetriRank study evaluates leading CCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

July 31, 2023 – Research and advisory firm Metrigy released its 2023 CCaaS MetriRank report, identifying the Top 11 providers leading the market today and best positioned for long-term success. NICE has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“NICE is the undisputed leader in our inaugural CCaaS MetriRank report, with the largest market share, strong financials, and full marks for product mix. NICE has a commanding lead on the field, putting it in a good position to continue top performance over the next few years,” said Diane Myers, principal analyst responsible for Metrigy’s MetriRank reports as well as market sizing and forecasting.

Metrigy 2023 CCaaS MetriRank Highlights

Metrigy defines CCaaS as customer interaction software delivered as a service over a cloud-based platform; this includes Automatic Call Distributors (ACDs), Interactive Voice Response (IVR), predictive dialer, artificial intelligence (AI), channel integration, etc. CCaaS solutions are typically multi-tenant, with today’s platforms developed by service providers to run in the cloud using microservices architecture.

The global market for CCaaS was $5.6 billion in 2022, up 30% year-over-year. Metrigy forecasts the market to grow at a 12% CAGR from 2022 to 2027, reaching $9.7 billion by 2027. The CCaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios, and others are smaller, with niche offerings.

In determining companies in the CCaaS MetriRank, market share is important to overall leadership, but financial strength and customer sentiment are significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities today. However, 2023 is shaping up to be an important year of enhanced product development, particularly around AI, which will become a significant factor moving forward.

The full report, including all of our methodology, scoring, a deep dive into each provider profile, and much more is available for purchase. If you are interested in Metrigy’s MetriRank study, please reach out to Layne Haaksma.

Contact:

Layne Haaksma
[email protected]

Metrigy’s MetriRank study evaluates leading CPaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

October 7, 2025 – Research and advisory firm Metrigy released its CPaaS MetriRank 2025 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Twilio has earned top ranking again this year, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“Twilio is number one in market share, strengthened year-over-year due to above-average CPaaS revenue growth, and also holds a top score in product mix and above-average score for customer business success. In combination, these scores keep Twilio secure in the top spot in this year’s CPaaS MetriRank report,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports, as well as market share and forecasting.

Metrigy 2025 CPaaS MetriRank Highlights:

Metrigy defines CPaaS as a development platform or no-code/low-code solution for communications functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon APIs and software development kits to integrate or develop new applications. CPaaS platforms must be highly flexible, capable of scaling to varying transaction volumes that could reach into the millions, or even billions, of interactions while also allowing customized customer engagement. And they must support advanced capabilities, including AI, analytics, and automation.

“AI continues to be a significant focus area for CPaaS providers as they seek to differentiate themselves by capitalizing on the ability to embed advanced capabilities within a single API,” said Beth Schultz, Metrigy’s VP of research and principal CPaaS analyst. “Likewise, support for RCS is a top priority as enterprise businesses seek ways of delivering trusted, branded messages to customers.”

The global market for CPaaS was $14.3 billion in 2024, up 5.3% year-over-year. Metrigy forecasts the market to grow at a 5.9% CAGR from 2024 to 2029, reaching $19.0 billion by 2029. This is down slightly from the $19.7 billion we had forecast earlier in the year—not because of lack of demand, but rather because providers have been getting tougher this year, shedding bad accounts and “right-sizing” revenue. And pricing pressures remain in some areas with competitive options.

The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CPaaS MetriRank study, please reach out to [email protected].

Metrigy’s MetriRank study evaluates leading communications platform-as-a-service (CPaaS) providers on a fixed set of criteria to assess which are best positioned to succeed in the long term

October 22, 2026 – Research and advisory firm Metrigy released its CPaaS MetriRank 2026 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Twilio has retained top ranking this year from last year, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. 

Among the six criteria, market share is the gating factor for MetriRank inclusion. Among the market share leaders evaluated, the four largest CPaaS providers globally are Twilio, Infobip, Sinch, and Vonage. Rounding out the 2026, in alphabetical order, are Bird, Cisco, LINK Mobility, Route Mobile, Tata Communications, and Telnyx.

“Twilio is number one in market share, strengthened year-over-year due to above-average CPaaS revenue growth, and also holds a top score in product mix as well as above-average scores across all other measures. In combination, these scores keep Twilio secure in the top spot in this year’s CPaaS MetriRank report,” said Beth Schultz, VP of research & principal analyst for CPaaS.  

The global market size for CPaaS platforms was $14.9 billion in 2025, up 4.2% year-over-year. Metrigy forecasts the market to grow at a 3.2% 2025-30 compound annual growth rate, reaching $17.4 billion by 2030. Demand remains high, but providers continue shedding bad accounts and right-sizing revenue. Pricing pressures remain in some areas with competitive options.

The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s 2026 CPaaS MetriRank study, please reach out to [email protected]. 

Media Contact:

Elly Hertz

Sr. Director of Content Marketing and Design, Metrigy

[email protected]

Phone: 877-638-7449 · Cell: 815-735-7059

Metrigy’s MetriRank study evaluates leading CPaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

November 26, 2024 – Research and advisory firm Metrigy released its CPaaS MetriRank 2024 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Twilio has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“Twilio is the leader in our second-annual CPaaS MetriRank report, number one in market share and achieving the highest possible scores in product mix, customer sentiment, and customer business success. Also notable is Twilio’s improved scoring in financial strength, attributable to the company’s focus on improving profitability-associated metrics with strong financial discipline, operating rigor, and innovation,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting.

“Rising to the top of the CPaaS MetriRank requires the right mix of features and capabilities, with AI continuing to be a significant factor in differentiating providers this year as it was last year. In 2024, we’ve also seen providers setting themselves apart in two additional areas: Rich Communication Services and network APIs,” said Beth Schultz, VP of research and principal analyst for Metrigy’s CPaaS research.

Metrigy 2024 CPaaS MetriRank Highlights

Metrigy defines CPaaS as a development platform or no-code/low-code solution for communications functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon APIs and software development kits to integrate or develop new applications. CPaaS platforms must be highly flexible, capable of scaling to varying transaction volumes that could reach into the millions, or even billions, of interactions while also allowing customized customer engagement. And they must support advanced capabilities, including AI, analytics, and automation.

The global market for CPaaS was $13.6 billion in 2023, up 19% year-over-year. Metrigy forecasts the market to grow at an 11% CAGR from 2023 to 2028, reaching $22.5 billion by 2028. The CPaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios—even providing full stacks for customer engagement and/or marketing automation—and others are smaller, with niche API offerings.

The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CPaaS MetriRank study, please reach out to [email protected].

Newly Released Metrigy Workplace Collaboration MetriCast 2025 Study

November 24, 2025 – Research and advisory firm Metrigy released its Workplace Collaboration MetriCast 2025 market research study of nine key technology areas driving successful collaboration interactions. Many companies are keeping near-term spending flat across multiple areas including UCaaS, SIP trunking, headsets, and video conferencing headsets the study finds.

In the Workplace Collaboration MetriCast 2025 study, Metrigy analyzes buy-side market data provided by 775 IT leaders from 10 countries and 18+ vertical industries with operational and/or procurement responsibilities. Metrigy looks at technologies in use, providers, spending, ratings of the providers, and relative success using the products. Metrigy also examines the percentage of companies that are changing or planning/evaluating a change in providers, what’s driving them to leave, and which new providers they are considering in the following categories:

UCaaS has become the predominate phone and collaboration tool for businesses worldwide. While a number of companies are looking to keep UCaaS spending flat, beyond the core capabilities of phone, meetings, and messaging, 35% of businesses are willing to pay upwards of 20% more for enhanced features, the study finds. “There is an increasing level of importance in UCaaS bundled with productivity tools such as email, calendar, document creation, and file storage,” says Diane Myers, Metrigy senior research director.

This MetriCast study is part of Metrigy’s MetriCast Service, which also includes market forecast and shares across select customer experience and workplace collaboration technology categories, with quarterly updates; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit www.metrigy.com. 

This first-annual UCaaS + CCaaS MetriRank report takes a deep dive into 10 leading providers offering combined enterprise communications and contact center services from a common platform

October 13, 2026 – Research and advisory firm Metrigy released its UCaaS + CCaaS MetriRank 2026 report, identifying Zoom as No. 1 among Top 10 providers leading the market today and best positioned for long-term success. To assess long-term market sustainability and success, Metrigy evaluates providers on customer business success and sentiment, financials, market share, market share momentum, and product.

The market is at an inflection point where businesses are actively seeking unified UCaaS and CCaaS services. Metrigy’s MetriCast 2026 global market study of 1,437 companies finds that 41.8% of research participants are using the same vendor for UCaaS and CCaaS, although not all are doing so via an integrated platform. The top values companies have recognized in working with a single vendor solution are the ability for contact center agents to chat and collaborate seamlessly to resolve customer issues and cost savings.

Among the six criteria evaluated, as noted above, market share is the gating factor for MetriRank inclusion. The four largest UCaaS + CCaaS providers globally based on combined market shares are: RingCentral, Zoom, Cisco, and 8×8. Rounding out the 2026 list, in alphabetical order are: Content Guru, Dialpad, GoTo, Intermedia, Nextiva, and Vonage.

In this report, Metrigy measured and plotted each of the Top 10 provider’s scores into our Leadership Landscape for UCaaS + CCaaS. The landscape comprises three categories: foundation, customer, and market. The scoring results in three segments in which to view the top providers, as follows: 

“In total, there are fewer than 20 providers that offer UCaaS and CCaaS over a unified platform. With their integrated platforms, these providers offer a distinct advantage to the growing number of businesses seeking unified services compared to competitors in the larger, individual UCaaS and CCaaS markets,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting. 

The full report, including all of our methodology, scoring indicators, standard deviations, deep-dive profiles on each provider, and much more, is available for purchase. 

If you are interested in Metrigy’s 2026 UCaaS + CCaaS MetriRank study, please reach out to [email protected]. 

Media Contact:

Elly Hertz

Sr. Director of Content Marketing and Design, Metrigy

[email protected]

Phone: 877-638-7449 · Cell: 815-735-7059

Comprehensive study reveals population perspectives on the personal, societal, and economic impacts of AI as the technology becomes a mainstay in daily life

MARCH 31, 2026 – Metrigy has released its inaugural AI Sentiment Index – 1Q 2026, exploring the complex relationship between the public and rapidly evolving AI technologies. Although many users feel AI has already made them “better off,” there is a significant fracture in expectations for the next decade, with nearly 35% of respondents anticipating a period of widespread instability and problems.

Sentiment around AI is defined by a generational divide. The 35-44 age group has emerged as the technology’s “power users”—with 65.5% using these tools daily or weekly. Meanwhile the 65+ demographic remains largely untouched, with more than half reporting that the technology has had no effect on their lives. 

Furthermore, almost half of the total population views generative AI as a fundamental shift akin to the invention of the smartphone, yet nearly 48% feel the current pace of development is moving too fast.

“AI is reaching its ‘smartphone moment,’ but the public is still deciding if that’s a promise or a threat,” says Matt Craig, Sr. Director of Product Marketing at Metrigy. “While 35-to-44-year-olds are optimistic and diving in as daily power users, the youngest cohort is cautiously fearing a decade of instability.”

Artificial Intelligence Sentiment Index – 1Q 2026 research study explores how various demographics are integrating AI into their lives and careers. Key coverage areas include:

“AI is changing our lives almost daily, so it’s vital to track how consumer sentiment is changing over time,” says Metrigy CEO Robin Gareiss. “Understanding people’s perspectives on how they use AI, what they fear or like about it, how it affects them emotionally, and what it means for their livelihood are paramount to any business, educational institution, or government agency moving forward–and this research will provide that crucial information.”

The study involves a representative sampling of 1,000 U.S.-based consumers and will be conducted quarterly. Now that the baseline index is set, subsequent quarters will identify areas that are changing and in which direction.

The full Artificial Intelligence Sentiment Index – 1Q 2026 release is available now. To download a copy, please visit www.metrigy.com.

Matthew Craig Joins Metrigy as Chief Data Scientist
Craig Brings Expertise as Director of Research for Home Improvement Research Institute

Sept. 12, 2022 – Research and advisory firm Metrigy is pleased to announce that Matthew Craig has joined the company as Chief Data Scientist, with primary responsibility for Metrigy’s data integrity, use of research data, and management of Metrigy’s growing IT leader community.

“Matt Craig has a stellar reputation for analyzing complex data sets that power clear and compelling research to help business and technology leaders make data-backed decisions,” says Robin Gareiss, Metrgy’s CEO and principal analyst. “We are so thrilled to have someone with Matt’s expertise and experience join Metrigy to develop new tools for clients to use our research and to manage our growing relationships with technology leaders, among other responsibilities.”

Craig will create new tools for clients to leverage Metrigy’s research, conduct custom research and analysis, and host a video/podcast on broad technology trends based on cross-technology trends and predictions from Metrigy’s research. He also will manage Metrigy’s research panel.

As Director of Research for seven years at the Home Improvement Research Institute, Craig developed, budgeted, and presented annual research plans to achieve board goals; developed strategy plans for the organization; and managed primary survey projects and models. He developed and marketed 30-50 reports to members and oversaw analyst staff in the development of ongoing data updates. Previously, he spent four years as a research analyst for Nemertes.

“Matt Craig brings tremendous experience in data analysis and data science,” says Irwin Lazar, President and Principal Analyst. “His unique skills and passion will help Metrigy provide insightful, metrics-based guidance derived from uncovering trends and success characteristics in our research.”

Craig has a Bachelor’s of Science degree in Economics and minors in Mathematics and Business Management from North Central College. He resides in Tarpon Springs, FL.

“I’m very excited to be joining such an incredible team and look forward to helping continued development of innovative strategies to assist enterprises achieve their goals,” Craig says.

ABOUT METRIGY: Metrigy is an innovative research firm focusing on the rapidly changing areas of Unified Communications & Collaboration (UCC), digital workplace, digital transformation, and Customer Experience (CX)/contact center—along with related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations.

To learn more about Metrigy and its team, please visit www.metrigy.com. Metrigy: Metrics-based strategy for business success!

Contact:
Ellyn Waleski, director of marketing
Phone: 877-638-7449
Cell: 815-735-7059
[email protected]