Forrester Announce New CCaaS Wave For 2025

Forrester have just announced the release of their latest report: Forrester Wave: Contact-Center-As-A-Service (CCaaS).

The report offers a detailed analysis of the current CCaaS landscape, assessing how platforms are evolving in response to rising expectations around AI, integration, and agent experience.

While CCaaS vendors continue to expand their capabilities, they also face increasing competition from CRM providers and major cloud players.

Amazon, Microsoft, and Google are deepening their presence in the space, either through direct offerings or by supporting CCaaS software via their marketplaces.

These developments are shifting how organisations approach architecture, with some functionality now moving into CRM or cloud-native environments.

AI is highlighted as a major driver of value across CCaaS platforms. From generative AI to real-time sentiment analysis, the technology is being used to streamline workflows, enhance customer interactions, and support agents with intelligent guidance.

While full platform replacements aren’t always necessary, brands may consider point solutions in specific areas – such as conversational AI for self-service – where specialised vendors are currently ahead.

The report also underlines the importance of evaluating the maturity of newer capabilities within broad CCaaS platforms. While unified suites can simplify vendor management and operations, not all features beyond core functionality are equally developed.

Forrester’s evaluation categorises vendors as Leaders, Strong Performers, or Contenders, offering a comparative view to help organisations align platform choices with their specific needs and priorities.

Companies featured in the Forrester Wave: Contact-Center-As-A-Service (CCaaS), Q2 2025 are: