We are on the cusp of a boom for CCaaS. Like most sectors of enterprise software, contact centers have been migrating to cloud-delivered SaaS solutions, albeit more slowly than the other areas of enterprise communications. That’s in-part because contact centers are more complex, and their buyers tend to be more cautious.
While CCaaS adoption has been strong with small to medium businesses, the larger, more complex deployments have only started to migrate. These customers have mostly remained loyal to legacy, single-tenant solutions for various reasons. However, CCaaS has been where the innovation is occurring, especially during the pandemic. Over the past few years, we saw broad changes in how customers expect to interact with their brands. Several high-profile, large enterprise CCaaS wins indicate that enterprises are warming to multi-tenant, public CCaaS solutions.
