2026 Customer Experience MetriStar – Contact Center-as-a-Service Platforms

Six providers earned Metrigy’s 2026 MetriStar Top Provider Award for Contact Center-as-a-Service (CCaaS) Platforms. The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success.

Product Category

Contact Center-as-a-Service Platforms: CCaaS platforms, together with on-premises contact center platforms, are the communications core of customer engagement. At minimum, they provide automated call distribution (ACD) to route incoming voice calls to appropriate agents. They often include interactive voice response, as well. Providers offer artificial intelligence (AI)-based apps, such as agent assist, AI agents, and transcription, as well as workforce engagement management, analytics, and selfservice. The cloud-based platforms can interact with customers over multiple, integrated channels. The emerging technologies may be the vendor’s own or that of an integrated technology partner.