Choosing a Solution The increasing capabilities of CCaaS systems mean the systems touch more parts of a business, resulting in changes in who evaluates and purchases systems. The CIO, CTO, and other technology leaders are now the decision makers on contact center vendor selection nearly 60% of the time, according to the Customer Experience Transformation global research study from Metrigy. The Chief Customer Officer and/or CX leaders are involved 35% of the time. “IT is always going to be involved because it’s touching their networks and IT infrastructure. But I think what we’re seeing the changes on the use case is really those decision makers are really across the entire gamut of the business…. We’re seeing the marketing departments, the operational departments in many different other functional areas that are touching the contact center, because that technology is really permeating into the different teams out there,” said Armando Martinez, Senior Director of Global Technology Solutions Distributors at RingCentral. The days of big IT staff are likely gone, according to RingCentral’s Martinez. Purchases of thousands of contact center seats still occur, but there are tremendous growth opportunities with smaller SMB organizations (even as small as one to 10 users) and mid-market companies, he noted. If you are not evolving as a business and not understanding how economic purchasing power is shifting [to younger decision makers], “you’re terminally ill and don’t know it. - Brent Wilford, AVANT Source: AVANT State of Disruption Survey 2023 Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 15