CCaaS: About the Analyst The Landscape This 6-12 Report focuses on Contact Center as a Service, better known as CCaaS, a cloud-based Ken Presti develops the strategic framework of legacy call centers with digital channels, and manages the process of leveraging text messaging and social media. AVANT’s internal data and external data to A modern CCaaS system includes an intelligent drive high-value market research designed routing engine which routes, manages, delivers, to help consultants, agents, channel partners, and records a full range of interactions. In addition, and other members of the Trusted Advisor Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary business customers understand and evaluate Information Technologies (IT). interactions. Organizations assign agents to Presti brings a wealth of experience in market channels based on their skills and the employer’s research, survey development, focus group needs. Thus, “workforce optimization” is becoming moderation, interviewing, and content more important as a competitive advantage and development for the technology industry. CCaaS strategy. His primary area of expertise focuses on go- to-market and channel strategies spanning In addition, analytics help convert raw data networking, cloud, security, and telecom. into actionable results that contribute to higher A former Research Director of IDC’s Network customer satisfaction and Net Promoter scores Channels & Alliances service, he has served as (NPS). a Trusted Advisor to several key networking From the customer perspective, interactive voice vendors and service providers. Presti also response (IVR) provides the traditional menu of has led his own market research and channel verbal or numeric options. advisory firm, Presti Research & Consulting, Outbound predictive dialers allow call center and has worked with other prominent channel operators to conduct proactive outreach to consultancies. Presti specializes in combining customers that improve connect rates and empirical data and his experience partnering customer experience. with industry leaders to fully illustrate We explore all of these aspects, and more, technology trends, business model evolution, in greater detail throughout this report. likely outcomes, and strategies for success. Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 5