Contact Centre Market Research & CCaaS Data

Reports

Understand the CX & Contact Centre Market

Technology vendors, service providers and investors use Cavell’s independent contact centre market research, market data and analyst expertise to identify growth opportunities, understand enterprise customer demand and make better strategic and investment decisions.

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Ways to Access Cavell Research

Whether you need insights for a specific decision or ongoing access to market intelligence, Cavell offers flexible ways to access our independent research and analyst expertise.

Individual Reports & Workshops

Access individual research reports and market datasets to understand market trends, competitive dynamics and customer demand. Ideal for organisations looking to answer specific commercial or strategic questions.

Market Datasets

Detailed market sizing, forecasts and competitive intelligence across 26 CCaaS markets, including regional and global datasets.

Research Subscriptions

Gain ongoing access to Cavell’s research, market updates and analyst expertise. Our subscriptions help organisations track industry developments, identify opportunities and make informed decisions throughout the year.

Strategic Advisory

Work directly with Cavell’s analysts to apply research to your business priorities. From market entry and product strategy to competitive positioning and investment decisions, we help turn insight into action.

Contact Centre Market Research & Insights

Contact Centre Market Evolution Report 2026

Understand the key trends impacting the customer experience market as well as which communication channels are being utilised, with pricing analysis.

- Convergence in the contact centre market
- Emerging CX and CC trends
- Emerging technology areas
- Current state of AI
- AI use cases
- Future trends in automation and AI
- Pricing

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CX Enterprise Insights Report 2026

Explore the usage of contact centre solutions and customer experience provision more widely. This report examines contact centre growth or contraction, agent churn and the importance of the agent experience.

- Overall trends
- Pricing
- AI & automation

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CCaaS Market Sizing Datasheet

Get a full view of total contact centre agents with a five-year forecast, segmented by company size.

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North American Agent Experience Report Q3 2025

Cavell’s North American Agent Experience Report 2025 is a groundbreaking study exploring how contact center agents are adapting to the rise of AI and automation.

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Voice of the Consumer Report

Discover deep insight into how consumers view and interact with customer service, including their views on automation and the current quality of service.

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Research Enquiries

Speak to an Analyst

Explore the research - Understand what's covered in our reports and datasets.
Discuss access options - Find the right reports or subscription for your needs.
Contribute to our research - Explore opportunities to participate in upcoming studies

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Who is This Research For?

Service providers, MSPs and Channel

Identify where demand for CCaaS and customer engagement solutions is growing, what enterprise buyers expect and how the competitive landscape is developing. Turn market and customer insight into stronger propositions, more effective go-to-market strategies and new revenue opportunities.

Vendors & Platform Providers

Understand how the CX and contact centre market is converging, which capabilities buyers are prioritising and where providers see opportunities for growth. Use the research to guide product development, validate your go-to-market strategy and strengthen your channel proposition.

Investors & Private Equity Firms

Understand where value is developing across CCaaS, customer engagement and the wider CX ecosystem. Use Cavell’s research to assess market opportunities, test investment assumptions and evaluate how effectively businesses are positioned against changing customer demand.

Meet Our Research Team

Our specialist analysts combine extensive industry experience with independent market research, working directly with technology providers, vendors and investors to help them navigate the evolving communications and CX landscape.

Finbarr Begley

Senior Analyst

Patrick Watson

Research Director

Tom Wright

Senior Analyst

Dom Black

Growth Director