Fig. 5.3 Time frame for CCaaS adoption Time frame for CCaaS Adoption Industries most focused on transitioning remaining legacy contact center systems to CCaaS in the next six months are manufacturing at 53%, followed by high tech at 48%. While retail/e-commerce is the industry that perhaps uses CCaaS most for customer service and support, the industry went through a major upgrade cycle in 2021; this was reflected in data from AVANT’s 2021 State of Disruption report showing that 74% of companies were planning their CCaaS upgrade by 2022. Source: AVANT Analytics State of Disruption 2024 Copyright © 2024 AVANT Communications, Inc. 18