CCaaS By the Numbers Statistics for the global CCaaS market vary widely, depending upon the source. The global CCaaS market was $3.1 billion in 2019 and is projected to reach $10.6 billion by 2027, exhibiting a CAGR of 16.1% during the forecast period, according to Fortune Business Insights. Other projections range as high as $72 billion by 2027. Year-over-year growth has run at more than 15% since 2015, Frost & Sullivan said. For its part, Verified Market Research pegs CCaaS software sales at $35.1 billion by 2026, versus $24.8 billion in 2018 – or CAGR of 4.4 % from 2019 to 2026. The following charts outline end customer feedback based on AVANT’s Interactive Quick Assessments which take a deep look into the drivers and details that lead end-customers to inquire about CCaaS. (While we provide the following tables as a one-stop shop, they are also included in the specific sections below.) For example, customers are likely to make a CCaaS move when a current contract nears its expiration date. Many want to offload management of conventional contact center solutions. Others are highly interested in specific Artificial Intelligence capabilities to raise customer satisfaction scores. The following charts show the specific data related to these questions and more. Customers are likely to make a CCaaS move when a current contract nears its expiration date Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 5