Press Release – NiCE Captures Top Ranking in Metrigy’s 2026 Contact Center-as-a-Service (CCaaS) MetriRank Report

Metrigy’s fourth-annual CCaaS MetriRank study showcases its new Leadership Landscape, plotting the market position of the leading 12 ranked providers.

July 21, 2026 – Research and advisory firm Metrigy released its CCaaS MetriRank 2026 report, identifying NiCE as No. 1 among Top 12 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.

As enterprises continue transitioning from on-premises to cloud systems and plan for AI-empowered contact centers, growth in the global CCaaS market remains strong. Metrigy’s benchmark research shows that 33.1% of businesses worldwide now use CCaaS as their primary contact center platform, with 41.6% planning on implementing in the next year or beyond. Additionally, Metrigy’s market share and forecast reporting places the global CCaaS market at $8.41 billion in 2025, up 16% year over year. It forecasts the worldwide market to grow at a five-year compound annual growth rate of 9.8%, with the market reaching $13.3 billion by 2030. 

Among the six criteria evaluated, as noted above, market share is the gating factor for MetriRank inclusion. The four largest CCaaS providers globally are: NiCE, Genesys, Five9, and AWS. Rounding out the 2026 list, in alphabetical order are: 8×8, Cisco, Content Guru, Dialpad, Talkdesk, Twilio, Sprinklr, and Vonage.

In this report, we introduce the new Leadership Landscape for CCaaS. Based on the evaluation criteria listed above, Metrigy measured and plotted each of the Top 12 provider’s scores into three categories: foundation, customer, and market. The scoring results in three segments in which to view the top CCaaS providers, as follows: 

• Leaders – These providers have high customer and foundation (product mix and financials) scoring. They are: NiCE, Cisco, Genesys, Five9, AWS, and 8×8 
• Challengers – These providers are doing well and just miss the leadership segment, making them a competitive threat. They are: Twilio, Talkdesk, Content Guru, Sprinklr, and Vonage 
• Performers – These tend to be smaller providers but deserve attention for having high enough market share to be included in the CCaaS MetriRank. Dialpad is the sole provider in this segment for 2026 

“In total, Metrigy counts more than 50 CCaaS providers worldwide, with heavy competition as companies of varying sizes, capabilities, and reach vie to gain entrée into businesses globally,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting. “Falling in the Top 10 to 15 is a noteworthy distinction.”

CCaaS providers that just missed the cutoff for inclusion but are posting strong growth and are serious threats include Zoom and RingCentral in the near term, and Microsoft and Salesforce over the coming few years.

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 CCaaS MetriRank study, please reach out to [email protected]. 

Media Contact:

Diane Myers

[email protected]

Author(s)

Diane Myers