Cloud-delivered contact center software priced per seat or per usage. The 2025 Gartner CCaaS Magic Quadrant Leaders are NICE, Genesys, Five9, Talkdesk and Amazon Connect.
CCaaS (Contact Center as a Service)
Cloud-delivered contact center software priced per seat or per usage. The 2025 Gartner CCaaS Magic Quadrant Leaders are NICE, Genesys, Five9, Talkdesk and Amazon Connect.
CCaaS stands for Contact Center as a Service — cloud-delivered software for managing customer interactions across voice, digital and AI channels. CCaaS replaces on-prem contact center systems (Avaya Aura, Cisco UCCE, legacy Genesys Engage) with multi-tenant cloud services priced per seat per month, per concurrent user, or per usage minute.
The 2025 Gartner CCaaS Magic Quadrant (published September 8, 2025) named five Leaders: NICE, Genesys, Five9, Talkdesk and AWS Amazon Connect.
See the CCaaS pillar for the full category guide.