The Everest Group Global CCaaS PEAK Matrix® Assessment 2026 offers a timely view of where the contact center market is heading — and one message stands out clearly:
CCaaS is not being replaced by AI. It is becoming the foundation for AI-powered customer experience.
The market continues to expand, reaching an estimated US$9.0–9.2B globally in 2025, as enterprises accelerate cloud modernization and move from isolated AI experiments toward integrated, production-ready customer experience platforms.
The latest PEAK Matrix positions NiCE, Genesys, Amazon Connect, Five9 and Talkdesk among the Leaders, while also highlighting a growing field of platforms competing through AI, digital engagement, orchestration and specialized capabilities.
From our perspective at VOLO NXT, the bigger shift is happening in how enterprises evaluate these platforms.
The conversation is moving beyond feature comparisons toward questions such as:
How quickly can AI move from pilot to production? How well can the platform integrate with existing CRM, data, and enterprise systems? Can AI, automation, digital channels, and human agents be orchestrated as one experience? Is there sufficient governance, security, and operational visibility? And most importantly — what measurable business outcome will the transformation deliver?
For European organizations, these decisions become even more nuanced, with GDPR, data sovereignty, multilingual CX, regional telecom connectivity and local delivery capabilities playing an increasingly important role.
At VOLO NXT, we see the next phase of CCaaS modernization as much more than a technology migration.
It is about bringing together the right platform, AI ecosystem, implementation capability and operating model to create customer experiences that are scalable, intelligent and commercially sustainable.
The winners in this next phase will not simply be those with the most AI features — they will be the organizations that can operationalize AI successfully across the customer journey.
Written by Sandeep Marwah , VP – CX BD & Implementation.