Why has CCaaS failed?
CCaaS has been around for 20-years, but only gained a 20% ACD market share. Why? Companies and leaders who purchase CCaaS are happy with the results. These leaders looked like geniuses when the pandemic hit due to the flexibility, native at-home capabilities, and scale of CCaaS. So why are only 20% of centres using CCaaS?
In this session we will take a look at what has limited the adoption of this technology and consider alternative and disruptive methodologies that will finally open the floodgates and make this technology accessible to all centres, regardless of size and location.
As a Service Provider, how you can ride the wave to adopt and offer Call Centre as a Service.