The Next CCaaS Wave is Now
In the early 2000s, the legacy contact centre infrastructure industry was disrupted by a new cloud-based business model: Contact Center as a Service. While many large companies have migrated to the cloud, most of the market is still using legacy technology. Drew shares his insight on why the second wave of CCaaS is now and what CCaaS companies must change to appeal to the masses.
3 key delegate takeaways from session:
- Massive market adoption lies ahead for CCaaS (Gartner)
- A next generation CCaaS product that is easy to buy/use is critical for SMB cloud migration
- To catch the next CCaaS wave, a company must leverage strategic alliances over M&A or growing organically