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Contact Center as a Service, better known as “CCaaS,” is a cloud-based service that eliminates complexity at the customer premises and delivers an extended version of functionalities commonly associated with the legacy private branch exchange (PBX), or, in even more old-fashioned terms, the corporate switchboard.  A modern CCaaS system features a routing system that manages, delivers, and records a full range of interactions, including voice, chat, messaging, and even social media. In addition, Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary approach to efficient and effective customer interactions with your contact center.

There are a number of different reasons why companies consider moving to CCaaS or consider adopting new CCaaS platforms to replace the ones currently in use. Based on AVANT’s pre-sales research, we’d like to share with you the top reasons why companies like yours are considering a move.

Expiring Service Contract 30%
Legacy Platform End-of-Life or Out of Warranty 30%
Outgrown Platform/Inadequate Scalability 25%
Inadequate Tech Support for Current Solution 23%
System Consolidation 22%
Current System is Too costly 21%
Need Enhanced Reliability 18%
Offload Contact Center Management 17%

 

The decision is most often derived from the end of an era, so to speak. Thirty percent of the survey respondents consider making changes at times when a decision needs to be made about renewing a service. Another 30% do so because the warranty has expired or because the legacy system has been deemed at end-of life. These are times when enterprise decision makers should make a thorough assessment of legacy system status, but a number of other factors clearly impact the decision process, as well. High costs of legacy systems, inadequate scalability, and complexity are a few of the main reasons that drive companies to re-evaluate the benefits that CCaaS could bring to your contact center.

AVANT’s forthcoming 6-12 Report on CCaaS will bring you a host of other data and expert observations around Contact Center as a Service, so stay tuned. This report focuses on a wide variety of aspects related to both benefits provided by CCaaS and considerations that you should take into account in selecting the CCaaS platform that best suits the needs of your company.

Meanwhile, reach out to your Trusted Advisor for more information on CCaaS and its growing list of capabilities.