Report: CCaaS 6-12 from AVANT

Lately, technologies with implications for the CCaaS (Contact Center as a Service) space, such as artificial intelligence (AI), have continued to develop at a rapid pace. Consumer behaviors are changing too. This 6-12 report will explore what CCaaS decision makers need to know about the changing landscape of CCaaS offerings.

CCaaS solutions are cloud-based platforms that enable businesses to deliver customer service and support through a range of channels, including phone, email, chat, social media, and now, video.

Every AVANT 6-12 Report gives enterprise technology leaders a contemporary and relevant overview of the featured subject suitable to making a purchase/non-purchase decision over the next 6 to 12 months.

Key takeaways from this report:

  • 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

  • The pandemic stimulated the CCaaS market significantly; one forecast predicts the market will reach nearly $18 billion by 2024

Table of Contents:

  • Introduction - pg. 3

  • CCaaS and the Consumerization of IT - pg. 3

  • The Economy and the Post-COVID Labor Market - pg. 4

  • The Post-COVID Market by the Numbers - pg. 5

  • Market and Technology Trends - pg. 8

  • AI and Chatbots - pg. 10

  • Application Integration - pg. 11

  • ChatGPT - pg. 12

  • Choosing a Solution - pg. 13

  • CCaaS Purchasing Checklist - pg. 15

  • Key Roles in CCaaS Procurement - pg. 16

  • References - pg. 17

  • Acknowledgements - pg. 18

  • 6-12 CCaaS Report Podcast Recommendations - pg. 19

Cloud Contact CenterElizabeth Davis