AWS, Genesys, and NICE Top 2025 CCaaS Leaderboard

A new study by Juniper Research has revealed the vendors currently leading the Contact Centre-as-a-Service (CCaaS) market. The report assessed 18 leading CCaaS vendors against a robust set of criteria, including the strength of their CCaaS solutions, market coverage, and breadth of support for emerging technologies, including conversational AI, intelligent routing, and virtual assistants.

The leading three platforms in our 2025 Competitor Leaderboard for the CCaaS market are AWS (Amazon Web Services), Genesys, and NICE. Juniper Research’s report identified the leading vendors’ substantial investment in integrating generative AI into CCaaS services, to drive automation in agent workflows and omnichannel experience, as crucial to establishing themselves in a market-leading position. We believe that rich conversational experiences are the next innovation stage in CCaaS, specifically with generative AI enabling increasingly automated interactions through intelligent routing, virtual agents, and agent assistant capabilities.

“Integrating generative AI across agent and customer experience solutions will facilitate the transition from traditional call centers to rich customer experience platforms. This is critical to meeting customer demand for seamless communications over the customer’s preferred channel,” remarked research author Georgia Allen.

Juniper Research believes that leveraging agentic AI will be key to CCaaS providers enabling proactive and predictive solutions in the CCaaS market. In turn, enterprises can manage operational factors such as agent volume requirements, allowing enterprises to achieve significant cost savings. Therefore, enterprises can streamline contact center operations by combining automation and predictive capabilities achieved by leveraging AI.