Austin, Texas, USA, December 19, 2025
Futurum’s IT Decision-Maker Report Finds That These CCaaS Vendors Have Leveraged Their AI Capabilities, Scalability, Reliability, and Large Partner Ecosystems to Dominate the Market
The CCaaS (contact center as a service) software market is currently dominated by four main vendors, reflecting the challenges faced by upstarts that are seeking to displace incumbents. Research with 220 IT decision makers conducted in July 2025 by Futurum Research found that enterprise organizations have largely chosen to work with large CCaaS software vendors, naming Gensys, Cisco, Five9, and RingCentral as the top four vendors currently supplying their organization with contact center products and services.
Indeed, each of these vendors was named by at least 19% of respondents as being deployed within their enterprise. While organizations often use multiple CCaaS or traditional on-premises systems to handle contact center functions, there is a clear shift toward CCaaS platforms that deliver on their promised benefits while adhering to strict data privacy and governance requirements. They also feature strong integration with enterprise applications and systems, ensuring that data from other departments can be easily accessed and leveraged within the CCaaS solution. Additionally, they integrate cutting-edge AI features and tools.
Figure 1: Current HR Software Vendors Deployed by Enterprises, 2025
Keith Kirkpatrick, Research Director at Futurum, said, “CCaaS software is the conduit through which many companies interact with their customers, and as such, they are focused on driving not only efficiency and productivity, but excellent customer and employee experiences. Vendors providing CCaaS software that can address all of these issues, as well as integrating data from other sources across the organization to drive greater personalization in real-time, are well positioned to attract new customers and displace rivals.”
The wider Futurum research survey (n=865) reveals several key developments shaping the CcaaS software landscape:
- 72.4% of respondents to the full Decision Maker survey say that improved integration capabilities would give them more confidence in allocating their budget to software purchases.
- 64.3% of respondents say that clearer ROI demonstrations are essential for garnering more confidence in driving software budget allocations.
- 61% of respondents feel that better vendor support is also an essential component for providing software budget allocation confidence.
- 19% of respondents say that an inability to get internal consensus around desired outcomes from software is a major application purchase hurdle.
“The findings underscore specific steps that vendors can take to help drive sales among their target customers,” noted Kirkpatrick. “Instead of focusing solely on their software’s features, working with customers to demonstrate how their software can address their specific operational and organizational needs may be more effective in moving the needle, in terms of generating customer consideration and business.”
Subscribers can read more in the “1H 2025 Enterprise Software & Digital Workflows Decision Maker Survey Report” on the Futurum Intelligence Platform. Non-subscribers can click here for more information.
About Futurum Intelligence for Market Leaders
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Author Information
Keith Kirkpatrick is Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
