The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
The Forrester Wave evaluation is an assessment of the top vendors in the market; it doesn't represent the entire vendor landscape. Contact-center-as-a-service platform customers may be familiar with or considering vendors in the Other Notable Vendors section, which were not evaluated in this report due to not meeting all inclusion criteria.
A: Vendors included in the evaluation must meet specific inclusion criteria: 1) Broad, enterprise-level support for contact-center-as-a-service functionality with demonstrated track record for supporting large enterprises, 2) Solution available for purchase as a standalone product with its own SKU and pricing, 3) Substantial CCaaS revenue of at least $100 million in annual revenue from the CCaaS product in the last four quarters, and 4) Mindshare among Forrester's enterprise clients. Vendors that do not meet these criteria, such as Content Guru and Zoom (which fell just short of revenue requirements), are listed as Other Notable Vendors but not evaluated in the Wave. Vendors may also decline to participate in the full evaluation process, in which case Forrester uses primary and secondary research to score them.