Cloud Contact Center Market Accelerates: Zoom, Cisco, Ujet, and RingCentral Lead 2024 Growth

Leading vendors capitalize on AI and the shift from on-prem to cloud-first infrastructure

RENO, NV, April 11, 2025

Newly released data from Synergy Research Group confirms the sustained momentum of the cloud contact center market, which expanded by 16.3% in 2024 to reach $6.2 billion. This marks yet another year of strong, consistent growth in a sector that has added nearly $1 billion in incremental value annually for more than five years—solidifying its position as one of the most consistent, high-growth segments in the enterprise communications market. Nearly all players in the market showed consistent quarter-on-quarter growth, supported by significant year-on-year revenue increases. Standouts include Zoom, Cisco, Ujet, and RingCentral who have emerged as top performers in the cloud contact center market by delivering Artificial Intelligence (AI)-powered, cloud-native solutions. Synergy believes the competitive advantages of the top four performers include: Zoom leveraging its video meetings leadership and AI capabilities; Cisco bringing security & scale to its large customer base; UJET offering a modern, mobile-first platform with CRM integration; RingCentral executing well with UCaaS bundling and strategic partnerships; TalkDesk continues to build momentum with its vertical-specific CX solutions and AI/ML-powered automation.

“Q4 and full-year 2024 marked another strong performance for the cloud contact center market. NICE, Genesys, and Five9 together hold over 50% market share, but emerging challengers continue to show impressive momentum and rapid growth,” said Fazil Balkaya, Principal Analyst at Synergy Research Group. “With nearly two-thirds of named contact center agents still operating on legacy hosted platforms, cloud migration is still in its early stages, presenting substantial growth opportunities. Accelerating this growth further is the expanding influence of AI in the cloud contact center market.”