There are also some shi昀琀s in the benefits that businesses are seeking from contact center platforms. Seeking additional functionality is still at the top of buyers’ lists, while simplifying day-to-day management has increased as a need, with 50% of respondents citing easier management as a benefit (Fig. 2), compared to 46% in 2021. The biggest change in the last year is a desire for improved analytics, with 51% of respondents citing this as a desired benefit, compared to 34% in our previous report. Analytics can help drive operational e昀昀iciency and customer satisfaction at a time when budgets are under scrutiny. The biggest year-over-year changes relate to the two market trends outlined in this report: a remote workforce and changes in customer support handling. AVANT’s IQA data shows 47% of respondents are seeking a solution that enables or expands a remote agent workforce, compared to 32% in 2021. Another large shi昀琀 is the desire to incorporate self-service solutions, with 30% of respondents citing this as a benefit they are seeking, compared to 19% in the 2021 report. Fig. 2: Source: AVANT Analytics April 2023 Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 8