Companies have a number of different options when it comes to choosing a contact center platform. Metrigy’s global Customer Experience MetriCast 2023 market size and forecast study, conducted with 1,695 companies, finds that 32% of companies using a contact center platform utilize Contact Center as a Service (CCaaS). While the majority of contact center agents work off on-premises platforms, the adoption trend is toward CCaaS in that it allows improved flexibility and scalability, the ability to move to an OpEx model, quicker access to enhanced capabilities, deep analytics, and customer insights across digital channels.
