# The CCaaS Market: Genesys, Cisco, Talkdesk, RingCentral, Freshworks, CloudTalk, UJET, ComputerTalk

> Contact-center-as-a-service (CCaaS) is a roughly $9 billion market growing near 19% a year, and it has shifted from a cloud-migration story to an AI-native one. Enterprise leaders Genesys and Cisco, mid-market challengers Talkdesk and RingCentral, and specialists like Freshworks, CloudTalk, UJET, and ComputerTalk are all racing to automate the customer support call - while only about a third of large enterprises have fully moved off on-premise systems.

## Achievements

- Global CCaaS market estimated at ~$7.9B in 2025, projected near $9.4B in 2026 and ~$18.8B by 2030.
- Voice AI agent segment growing at roughly 35% CAGR, the fastest slice of the market.
- Genesys reports over 70% of its customers now use AI features.
- 2025 Gartner Magic Quadrant Leaders: Genesys, NICE, Amazon Connect, Five9, Talkdesk, Cisco.
- Only about 30-35% of Global 2000 enterprises have fully migrated to cloud contact centers - leaving most of the market still in play.

## Latest updates

- **2025-01** — Gartner's CCaaS Magic Quadrant names Genesys, NICE, Amazon Connect, Five9, Talkdesk, and Cisco as Leaders.
- **2026-01** — Market forecasts put CCaaS near $9.4B for 2026, with voice AI agents as the fastest-growing segment.

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Last updated: 2026-08-06