In our first “Countdown to Enterprise Connect” blog, we discussed how social enterprise Orion Industries partners with Calabrio to further its mission of helping individuals overcome barriers to gainful employment. It’s a great use case and an amazing example of an innovative company using Contact Centre as a Service (CCaaS) to do great work.
Speaking of CCaaS … many of you probably remember Amazon unveiling its new “Amazon Connect” CCaaS offering at Enterprise Connect last year. It made a big splash, bringing to the forefront what a cloud-based approach can do for busy contact centres like those owned by Amazon. Amazon continues to innovate Amazon Connect at a rapid pace, recently adding new capabilities such as automated outbound calling and federated single sign-on (SSO) using SAML 2.0.
Here at Calabrio, cloud-based technology like CCaaS is a critical part of our go-to-market strategy, which is one of the reasons we’re widely considered the “chosen” workforce optimization solution for CCaaS by vendors listed as “Leaders” in Gartner’s most recent CCaaS Magic Quadrant. The growing criticality of CCaaS is why we decided—in this second and final “Countdown to Enterprise Connect” blog—to take a closer look at its appeal and promise.
Contact centre as a service is typically defined as a platform delivered as a hosted solution through the cloud. Gartner refines that definition even further, noting that customers pay a monthly subscription for CCaaS and that, with CCaaS, vendors put a “stronger focus on service capabilities, not just product functionality.”1
It’s a big and growing market, thanks in part to CCaaS’s faster deployment and flexibility, and to market factors driving the need for improved disaster recovery and better compliance with information-related mandates—both of which CCaaS can deliver. In fact, MarketsandMarkets estimates the cloud-based contact centre market will grow from $5.43 billion in 2016 to $15.67 billion by 2021, at a compound annual growth rate (CAGR) of 23.6 percent.2
The benefits of CCaaS are many, but they typically net out to four main categories:
Contact centre as a service truly makes the power of a modern contact centre available to any business, regardless of budget or technical expertise. The time is now—are you ready to learn more?
Speak live with Calabrio at booth #1001 at Enterprise Connect 2018—pre-schedule a live demo or private meeting today—and watch for special giveaways we’re offering in conjunction with our partner Five9 at the event!
If you missed our first “Countdown to Enterprise Connect” blog, read it now to find out how Orion Industries partners with Calabrio to drive social change and how you can speak with Orion’s Bill Holder live at next week’s event.
1 GetVOIP, “Our Rundown of Gartner’s 2017 CCaaS Magic Quadrant.” Nov. 9, 2017. https://getvoip.com/blog/2017/11/09/ccaas-magic-quadrant/
2 MarketsandMarkets, “Cloud-Based Contact Centre Market by Solution (Dialers, Reporting, and Analytics), Service (Professional and Managed), Application, Deployment Model, Organisation Size, Industry Vertical, and Region – Global Forecast to 2021.” 2017. https://www.marketsandmarkets.com/PressReleases/cloud-based-contact-centre.asp