6-12 Report: CCaaS
Contact Center as a Service (CCaaS) is a cloud-based offering combining voice connectivity of legacy call centers with digital channels.
This 6-12 Report is designed to help guide and support Trusted Advisors and their customers as they grow and enhance their technology stack and consider potential CCaaS solutions over the next six to 12 months.
Developed by the AVANT Analytics team, this report explores shifting CCaaS market and technology trends, the CCaaS buyer’s journey, new features like Artificial Intelligence and chatbots, the consumerization of IT, and much more.
- The pandemic stimulated the CCaaS market significantly; one forecast predicts the market will reach nearly $18 billion by 2024
- End-of-life notices and lack of scalability are main drivers for IT decision-makers looking to update their tech stack
- New CCaaS product capabilities will support organizations continuing to navigate a shortage of agents as well as the continued shift to remote working
Download our free report to dive into the latest research, data, and analytics regarding the CCaaS landscape so you can better understand important stakeholders, growing trends, and best practices for navigating the IT decision-making journey as a Trusted Advisor and customer!