2021 CCaaS 6-12 Report

This 6-12 Report focuses on Contact Center as a Service, better known as CCaaS, a cloud-based offering that combines the voice connectivity of legacy call centers with digital channels, text messaging and social media. A modern CCaaS system includes an intelligent routing engine which routes, manages, delivers, and records a full range of interactions. In addition, Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary approach to efficient and effective customer interactions. Organizations assign agents to channels based on their skills and the employer’s needs. Thus, “workforce optimization” is becoming more important as a competitive advantage and as a component in building an effective, successful CCaaS strategy.

In this report, you will find:

• Statistics for the global CCaaS market

• Business Drivers and benefits of contact center platforms

• Technology capabilities of CCaaS systems

• Multichannel vs. Omnichannel

• Workforce Impacts

and more…

Download the full report here: