Fig. 5.1 CCaaS seat growth, by vertical CCaaS CCaaS (Contact Center as a Service) 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. The rapid development of conversational and generative AI technologies such as ChatGPT has impacted the development of customer service chatbots. Growth in seats migrating to CCaaS in the next 12 months is expected to be strongest in financial services and retail/e-commerce, followed closely by high tech and manufacturing. Source: AVANT Analytics State of Disruption 2024 Copyright © 2024 AVANT Communications, Inc. 16