AVANT Reveals CCaaS Market to be Worth $10.5bn by 2027
32% of IT decision makers are looking to CCaaS to enable or expand their remote workforce, poll finds
AVANT has released its fourth AVANT 6-12 Report focusing on Contact Center as a Service, which has found the CCaaS market currently accounts for more than $3 billion in global sales, with predictions anticipating sales to reach $10.5 billion by 2027.
CCaaS has recently emerged as a necessary adoption for organizations across a number of industries, with a majority of IT decision makers planning to implement CCaaS solutions within the next 12 months.
The report's findings show that 30% of customers are most likely to make a decision on CCaaS technology when a current contract nears its expiration date or when a legacy system's warranty expires, inferring that customers want to offload management of conventional contact center solutions and pursue more advanced technological solutions like AI to improve the customer experience.
This comes in light of many companies planning for at least 40% of employees to work remotely.
The report also found:
- 32% of IT decision makers are looking to CCaaS to enable or expand their remote workforce
- 51% are planning to invest in a new contact centre system because their current setup lacks functionality
- Artificial Intelligence (AI) has emerged as a key factor in energizing broader adoption
- In addition to AI, CCaaS systems often include a call distributor, interactive voice response (CDIVR), outbound predictive diallers (OPDs) and analytics capabilities
- 68% of respondents listed voice to text as a required AI capability when considering a new contact centre solution
Ken Presti, Vice President of Research and Analytics at AVANT, said: "It's more important than ever that IT leaders examine the legacy systems they have in place and begin to modernize their operations towards a more transformative contact center platform. This is why a knowledgeable Trusted Advisor is so important to provide the guidance needed by IT leaders as they make headway into their CCaaS adoption journeys.
"CCaaS systems are evolving, continually receiving performance boosts to their intelligent routing engines and predictive dialing capabilities from technologies such as AI, speech/text analytics and virtual personality mapping. Modernized CCaaS systems have reaped the benefits of a sophisticated infrastructure, improving connectivity rates, CX and outreach capabilities."
The AVANT 6-12 Reports are top-of-the-line research reports designed to help IT decision makers assess whether a technology solution is a viable option for their company over the next 6 to 12 months.
