Research and advisory firm Metrigy recently released its first-ever ranking of Contact Center as a Service (CCaaS) vendors, evaluating 11 top providers and advising on seven vendors that did not make it into the ranking.

Spoiler alert: 8x8 fared quite well in the analyst and research firm’s ranking that takes into account vendor market share, financial strength, market momentum, product mix, customer sentiment, and customer business success. But that’s not all you’ll discover in the report. Here are four featured findings:

1. The CCaaS market is growing at a 12% CAGR. Metrigy’s global Customer Experience MetriCast 2023 market size and forecast study, conducted with more than 1,000 companies, finds that while 51% of organizations have a contact center platform in place, only 32% currently use Contact Center as a Service solutions.

2. CCaaS and UCaaS single vendor adoption is increasing. Fifty percent (50%) of the nearly 1700 companies in Metrigy’s Customer Experience MetriCast 2023 study say they are now using the same vendor for contact center and unified communications.

3. The contact center is receiving increased focus and investment. Sixty-seven percent (67%) of the 641 companies surveyed in Metrigy’s CX Optimization: 2023-24 global study said that contact center carries more weight in vendor selection when purchasing a combined contact center/unified communications platform.

4. 8x8 is focused on customer success. In the inaugural MetriRank report, 8x8 netted the highest possible score in customer sentiment and the highest score of the group for customer business success. 8x8 received a standout sentiment rating for response time to problems, with strong ratings on technical features, platform reliability, and security. And with regard to customer business success, 8x8 customers saw the highest positive improvement in customer ratings.

Want to read more about 8x8’s ranking and see how other vendors fared? Download Metrigy’s Inaugural Contact Center as a Service MetriRank 2023 Report here.