AVANT | State of Disruption | 15 CCaaS Growth by Vertical 100% 75% 71% 52% 52% CCaaS 50% 40% 39% 36% 35% 36% 31% 29% 28% 26% 27% Contact Center as a Service, better 24% 22% 25% 19% 19% 21% known as CCaaS, is a cloud-based technology that facilitates inbound 0% on g l al h l ng ail r i tin c ec ri t ct edi Lega tu Re Othe ru M ac calls over a variety of channels, such st Financia High T f Con Consul Manu as voice, text, and chatbot. 2018 - 2019 (actual) 2019 - 2021 (projected) Figure 7.1 CCaaS Growth by Company Revenue 100% Features typically includes Automatic Contact Distributor (ACD) and Interactive Voice Response (IVR) to support effective routing. The platforms also integrate with CRM, ERP, and other types of back-end 75% systems. They are also increasing their ability to leverage Artificial Intelligence (AI) and Machine Learning (ML). 50% 45% 40% 39% According to our survey, CCaaS is being widely adopted by 37% 36% 34% 34% 31% 28% 29% 27% a full range of vertical industries with strong growth numbers. 25% 26% 0% $10m $50m 100m 500m b $1b+ - $ $ $1m - 11m 1m - m - $ $5 $101 $501m - $1 2018 - 2019 (actual) 2019 - 2021 (projected) Figure 7.2