AVANT enables Trusted Advisors (agents, managed service providers, consultants, and specialized channel partners) to assist with the decision-making process technology through our specialization in disruptive technologies and solutions. We accomplish this with our: • Engineering Team of consummate professionals who study the ins-and-outs of the latest IT products from the perspective of what best meets the needs of end users. • AVANT Assessment Data collected during thousands of customer assessments and decisions. • Primary Research collected by surveying customers and Trusted Advisors to inform our decision-making process. • AVANT PATHFINDER: an IT decision making tool and repository of AVANT’s market intelligence, empowering comparative searches and intelligent queries. • AVANT analysts who conduct original research and analyze data for in-depth insight focused on, about and for Trusted Advisors, end-customers, and the surrounding ecosystem. We also collect content in conjunction with the Trusted Advisor community, through initial assessment data and various market research tools, including surveys, interviews, focus groups, and external reports. Key Takeaways • The global CCaaS currently accounts for more than $3 billion; some predict sales will reach about $10.5 billion by 2027. • Companies are most interested in CCaaS proposals when existing contracts approach end-of-term. • While Covid-19 stimulated the CCaaS market, Artificial Intelligence (AI) has emerged as a key factor in energizing uptake. • Although some companies may adopt an exclusively work-from-home structure, most will use a 60-40 mix, with at least 40% of employees working remotely. • Effective and efficient contact center services have become critical to high customer satisfaction scores. • In addition to AI, CCaaS systems often include a call distributor, interactive voice response (CDIVR), outbound predictive dialers (OPDs), and analytics capabilities. • AI-enabled CCaaS will make organizations change selection and competency strategies for contact center staff. • Effective security must be interwoven with every CCaaS migration. Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 3