Available to full subscribers.

Forrester Wave CCaaS 2025
By Dave Michels, June 2025

Overview

1. Why does TalkingPointz write about the Forrester Wave? TalkingPointz considers the Forrester CCaaS Wave report one of the sector’s most important and influential reports. An informed analyst with excellent access to enterprise and provider data authors it. Of course, TalkingPointz has some opinions to share as well.
2. This TalkingPointz report attempts to extrapolate further and interpret the highly condensed Wave. 
3. The report examines “The Forrester Wave: Contact Center-As-A-Service Platforms, Q2 2025,” April 2025. Written by Max Ball with contributors Fiona Swerdlow and Sarah Morana. 
4. This CCaaS Wave is the definitive CCaaS report from Forrester that plots the providers. Forrester also publishes a landscape report that features 33 providers. This is the second CCaaS Wave report with Max Ball as the primary author.   
5. The providers included in the Forrester CCaaS Wave 2025 are: 
   1. Leaders: AWS, Genesys, and NICE
   2. Strong Performers: 8x8, Cisco, Five9, Sprinklr, and Talkdesk
   3. Contenders: Twilio and Vonage

8 pages total

As a courtesy, TalkingPointz has shared a censored graphic in this report. Per its terms and conditions with customers, Forrester charges a premium to share the report and graphic, and it believes non-customers should also license the freely available content.