CCaaS Research 2023

contact center market and technology trends, AI in the contact center, ChatGPT, CCaaS business drivers

There are also some shifts in the benefits that businesses are seeking from contact center platforms. Seeking additional functionality is still at the top of buyers’ lists, while simplifying day-to-day management has increased as a need, with 50% of respondents citing easier management as a benefit (Fig. 2), compared to 46% in 2021. The biggest change in the last year is a desire for improved analytics, with 51% of respondents citing this as a desired benefit, compared to 34% in our previous report. Analytics can help drive operational efficiency and customer satisfaction at a time when budgets are under scrutiny. The biggest year-over-year changes relate to the two market trends outlined in this report: a remote workforce and changes in customer support handling. AVANT’s IQA data shows 47% of respondents are seeking a solution that enables or expands a remote agent workforce, compared to 32% in 2021. Another large shift is the desire to incorporate self-service solutions, with 30% of respondents citing this as a benefit they are seeking, compared to 19% in the 2021 report. Fig. 2: Source: AVANT Analytics April 2023 Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 8