Tech Shorthand • AI: Artificial Intelligence • MSP: Managed Service Provider • CAPEX: Capital Expense • NPS: Net Promoter Score • CCaaS: Contact Center as-a-Service • OPEX: Operational Expense • CIO: Chief Information Officer • PBX: Private Branch eXchange • CRM: Customer Relationship Management • SD-WAN: Software Defined Wide Area Network • IVR: Interactive Voice Response • SMB: Small-to-Medium Business • KPI: Key Performance Indicator • UCaaS: Unified Communications as-a-Service Acknowledgements Our Partners: Valerie Espie Bourseau, 8x8; Sid Castle, LogMeIn; Geoff Chretien, Genesys; Andy Dignan, Five9; Greg Franzen, Vonage; Amir Hameed, RingCentral; Rusty Jensen, Nice-inContact; Mark Marquez, Momentum Telecom; Ryan McCormick, Five9; Tim Montgomery, Alamo Cloud Solutions; Ray Watson, Masergy The Avant Team: Joe Colletti, Joan Courtney, Alex Danyluk, Bill Franklin, Jesse Garing, Lindsay Giersch, Jen Greco, Tony Ikpi, Jace Inman, Prerna Khandelwal, Ian Kieninger, Drew Lydecker, Jaime Matoba, Matt Menoyo, Juan Ochoa, Niko O’Hara, JP Tucker, Lily Weibel Technical Advisors: Research Analyst John Paullin, Brent Wilford Ken Presti Editor Alison Calderbank Diana Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 28