Contact Center as a Service, better known as “CCaaS,” is a cloud-based service. It eliminates complexity at the customer premises and delivers an extended version of functionalities commonly associated with the legacy private branch exchange (PBX), or, in even more old-fashioned terms, the corporate switchboard. A modern CCaaS system features a routing system that manages, delivers, and records a full range of interactions. This includes voice, chat, messaging, and even social media. In addition, Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary approach to efficient and effective customer interactions with your contact center.
Why are companies considering a move to CCaaS?
These days, there are a number of different reasons why companies consider moving to CCaaS or consider adopting new CCaaS platforms to replace the ones currently in use. Based on AVANT’s research, we’d like to share with you the top reasons why companies like yours are considering a move.
| Expiring Service Contract | 30% |
| Legacy Platform End-of-Life or Out of Warranty | 30% |
| Outgrown Platform/Inadequate Scalability | 25% |
| Inadequate Tech Support for Current Solution | 23% |
| System Consolidation | 22% |
| Current System is Too costly | 21% |
| Need Enhanced Reliability | 18% |
| Offload Contact Center Management | 17% |
Is it time to make the move?
The decision is most often derived from the end of an era, so to speak. Thirty percent of the survey respondents consider making changes at times when a decision needs to be made about renewing a service. Another 30% do so because the warranty has expired or because the legacy system has been deemed at end-of life. These are times when enterprise decision makers should make a thorough assessment of legacy system status, but a number of other factors clearly impact the decision process, as well. High costs of legacy systems, inadequate scalability, and complexity are a few of the main reasons that drive companies to re-evaluate the benefits that CCaaS could bring to your contact center.
Ready to learn more? AVANT’s 6-12 Report on CCaaS brings a host of other data and expert observations around Contact Center as a Service. This report focuses on a wide variety of aspects related to both benefits provided by CCaaS and considerations that you should take into account in selecting the CCaaS platform that best suits the needs of your company.
Your Trusted Advisor is also an incredible resource for more information on CCaaS and its growing list of capabilities. Reach out to see what specific recommendations they would make to benefit your business!