State of Disruption Report Sneak Peek: CCaaS Gains Momentum

With the AVANT Research & Analytics State of Disruption Report 2020 currently in development, I thought it might be a good idea to set the stage for the kind of things that will be coming out.

The State of Disruption Report tracks the rate at which new technologies are displacing older ones.

As part of this market research initiative, Avant polled 500 US-based enterprise technology decision-makers at either the C-suite or management/VP level in IT, security, or finance. Qualified respondents were required to be involved in selection and/or implementation of new voice/data networks, or compute infrastructure and related products and services. Respondents include statistically significant subsets from a variety of key vertical markets.

Here’s a Sneak Peek at our data covering vertical market penetration of Contact Center-as-a-Service (CCaaS). You’ll notice that Healthcare/Medical is posting the largest gain, moving from 28% of penetration in 2018 to a projected penetration of 67% by the end of next year. Consulting/Business Services is close behind, gaining a projected 34 percentage points by the end of 2021. Retail/eCommerce is anticipated in third place, moving from 34% penetration in 2018 to a projected 66% penetration next year.

Here’s a more numerically friendly way of looking at the same data.

The State of Disruption Report will be coming out in a few weeks. It will be followed by the upcoming 6-12 Report on CCaaS, which will take a much more in-depth look on the CCaaS market, in particular.  Lots of great stuff coming from AVANT Research & Analytics, so stay tuned!