November 24th, 2022 The 10 Things We Learned This Year (2022) about Contact Center Solutions The global CCaaS currently accounts for more than $3 billion; some predict sales will reach $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% working remotely. Effective and efficient contact center services have become critical to high customer satisfaction scores. In addition to AI, CCaaS systems oen include a call distributor, interactive voice response (CDIVR), outbound predictive dialer (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 strategy. Improving the customer experience is the number one driver for CCaaS adoption. The market leaders are Genesys, NICE CXONE, Five9, and Talkdesk, but niche providers like UJET are gaining market share. Tim Conti Founder, Cloud Trusted Advisor [email protected] Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 02 AVANT | CCaaS 6-12 Report |