Contact Center-as-a-Service (CCaaS) – Provider Compendium 2025

Enterprises are moving from point solutions to scalable cloud contact centers to improve resilience, speed, and customer outcomes. Contact Center-as-a-Service (CCaaS) platforms deliver core capabilities for omnichannel interaction management, including Automatic Call Distribution (ACD), IVR and self-service, workforce optimization with forecasting and scheduling, and analytics for performance and quality. Providers address diverse regulatory, localization, and integration needs across geographies and industries.
As AI integration accelerates, providers are evolving from basic cloud contact center tooling to end-to-end experience platforms powered by agent assist and autonomous agents. This compendium profiles 19 providers, detailing their capabilities, offerings, commercial models, and partnerships. The analysis is supported by Everest Group’s annual RFI process (CY2024-25), provider interactions, and client references. Stakeholders can use the analysis to align provider shortlists with operating models, compliance needs, and transformation roadmaps.