Book A book icon Megaphone A megaphone icon Chat A chat bubble Calendar A calendar symbol Calendar alternative A calendar symbol Menu A menu symbol for navigation print A computer printer symbol Location A map location marker Location alternative A map location marker Phone A phone symbol User A human silhouette indicating login Document A document symbol Facebook Facebook social media icon Facebook Facebook social media icon Twitter Twitter social media icon Twitter circled Twitter social media icon YouTube YouTube social media icon YouTube YouTube social media icon YouTube Play icon YouTube social media icon Vimeo Vimeo social media icon Vimeo circled Vimeo social media icon LinkedIn LinkedIn social media icon LinkedIn circled LinkedIn social media icon Instagram Instagram social media icon Instagram circled Instagram social media icon Pinterest Pinterest social media icon Pinterest circled Pinterest social media icon Mobile A mobile phone Tablet A tablet symbol Laptop A laptop computer symbol Desktop A desktop computer display Pencil A pencil symbol Ok A checkmark symbol cancel-circle A X symbol Plus An addition symbol Minus A subtraction symbol Heart A heart symbol Star A star symbol Videocam A video camera symbol Caret A small triangle symbol Newspaper A newspaper symbol Cart A shopping cart Tools A hammer and a wrench symbol Flag A flag symbol home home-desc Photo A photograph symbol Audio A speaker with sound symbol Cog A group of cogs symbol RSS A RSS feed symbol Comment A speech bubble symbol Link A chain link symbol Export An export arrow symbol Envelope An envelope symbol Search A magnifying glass symbol Info An information symbol Info circled An information symbol Help circled A question mark symbol Clock A clock symbol Globe A globe symbol Globe alternative A globe symbol none none

6-12 Report: CCAAS

An Enterprise Decision-Maker’s Guide to Maximizing CCaaS Implementation

Today’s modern CCaaS system includes an intelligent routing engine which directs, manages,
delivers, and records a full range of interactions.


Every AVANT 6-12 Report provides CIOs and enterprise decision-makers with a current and relevant overview of a disruptive technology where the pace of change is rapid.

This is market research that, in most cases, independently underscores messaging to your customers. We provide data-supported education that leaders can use to assess the technology’s potential fit for their company over the next six to 12 months (that’s why we call them “6-12 Reports”).


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.

By capitalizing on cloud, CCaaS absolves an organization of the headaches associated with premise-based hardware and optimizes OPEX budgeting. It combines legacy PBX telephone switchboard functions with various media like text and chat. Some systems even can move communications dynamically from one media to another.

  • The global CCaaS currently accounts for more than $3 billion; some predict sales will reach about $10.5 billion by 2027.
  • 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% of employees working remotely.

View the Report and learn more about implementing today’s modern CCaaS system.

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