# The Cloud Contact-Center Software Market

> A field guide to the cloud contact-center wars. Eight vendors - the public giant 8x8, the Paris unicorn Aircall, the Slovak AI upstart CloudTalk, networking incumbent Cisco, bootstrapped-then-funded Nextiva, mobile-first UJET, veteran European dialer Vocalcom, and SMB specialist Broadvoice - are converging on the same job: routing the moment a customer needs help. The story traces where each came from, how AI agents and consumption pricing are rewriting the rules, and why the seat-license model that built this industry is quietly ending.

## Achievements

- 8x8 reached roughly $729M in annual revenue as a publicly traded cloud communications provider (FY2024).
- Aircall crossed $100M ARR and reached unicorn status with a $120M Series D in 2021, serving tens of thousands of businesses.
- Nextiva grew to an estimated ~$350M revenue (2024) and powers well over 100,000 businesses, having bootstrapped to nine figures before its 2021 Goldman round.
- Cisco's Webex Contact Center was named Customers' Choice in Gartner Peer Insights for CCaaS in 2025.
- CloudTalk serves 4,000+ business customers across 100+ countries and repositioned around no-code AI voice agents.
- UJET has been ranked #1 in user satisfaction on G2 for six consecutive years and raised a $76M round led by Sapphire Ventures in 2024.
- Broadvoice's CCaaS arm GoContact won CUSTOMER Magazine's 2025 Product of the Year.

## Latest updates

- **2025-03** — Gartner forecasts agentic AI will autonomously resolve 80% of common customer service issues by 2029, anchoring the industry's AI-agent push.
- **2025-07** — Genesys announces a $1.5B investment from Salesforce and ServiceNow, underscoring how strategic the CX/contact-center layer has become.
- **2025** — Pricing shifts from per-agent seats toward consumption and outcome-based models across the sector (Salesforce Agentforce, and others).

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Published by YesPress — https://yespress.io
Last updated: 2026-08-06