2023 CCaaS Trends, Insights, and Statistics to Know
We
know
that
the Contact
Center-as-a-Service
(CCaaS) market
is
growing;
an
increasing
number
of
companies
are
choosing
this
flexible
model
to
support
their
CX
operations,
and
this
will
continue
through
2023.
We
know
that
the Contact
Center-as-a-Service
(CCaaS) market
is
growing;
an
increasing
number
of
companies
are
choosing
this
flexible
model
to
support
their
CX
operations,
and
this
will
continue
through
2023.
Vendors
are
also
increasingly expanding
the
capabilities
of
their
CCaaS
solutions and
evolving
them
at
speed.
What
can
we
expect
over
the
next
12
months?
Here’s
where
Avaya
sees
the
market
heading…
The
Growth
of
Hybrid
Cloud
Among
Large
Enterprises
SMBs
will
continue
to
benefit
from
CCaaS
this
year
with
the
ability
to
consume
advanced
capabilities
that
were
previously
out
of
reach.
Enterprises,
however,
will
use
2023
to gravitate
towards
a
hybrid
cloud
approach as
public
cloud
adoption
grows
and
off-premises
capabilities
continually
improve.
Overall,
it’s
expected
that 60%
of
enterprises
will
be
using
CCaaS by
2025.
This
transition
is
happening
for
several
specific
reasons:
Access
to
vendor-specific
capabilities: The
complexity
of
digital
customer
journeys,
where
no
single
vendor
can
adequately
cover
every
necessary
element,
motivates
vendors
to
partner
and
form
multi-cloud
systems.
Large
enterprises
that
leverage
hybrid
cloud benefit
from
innovative
solutions
composed
of
complementing
capabilitieswithout
having
to
abandon
their
on-prem
investments.
Innovation
overlay: The
pressure
is
on
for
enterprises
to
become
more
digital
and
agile using
technologies
like
AI,
automation,
and
API
customization.
A
hybrid
cloud
environment
allows
them
to
leverage
an
innovation
model
that
safeguards
the
stability
of
their
existing
operations.
Reduced
dependencies: A
hybrid
model
allows
enterprises
to
bring
disparate
IT
environments
together
under
a
single
management
framework,
minimizing
dependencies between
systems
that
run
in
different
environments.
Investment
protection: Enterprises
often
contend
with
requirements
of
specific
countries,
industry
verticals,
or
compliance
and
security
policies
and
mandates.
A
hybrid
cloud
approach
enables
them
to
mitigate
disruption
as
they
migrate
to
the
cloud
in
alignment
with
these
requirements,
ensuring
service
innovation
and
CX
improvement
irrespective
of
global
economics
and
geopolitics.
Cost
optimization: Existing
IT
investments
can’t
be
cost-effectively
discarded
in
favor
of
new
technology.
A
hybrid
deployment
model
improves
the
economics
of
current
investments
by
not
disrupting
users’
present
environment.
In
fact,
a recent
study conducted
by
451
Research
across
10
countries
found
that,
overall,
the
average
savings
possible
for
an
enterprise
with
a
hybrid
cloud
approach
is
29-45%.
On-premises
and
cloud
both
have
demand
for enterprises
today.
We
expect
2023
to
be
a
watershed
year
for
enterprise
CCaaS
adoption,
driven
by
hybrid
deployment.
Top
CCaaS
Capabilities
of
2023
A
continued
driver
of
CCaaS
adoption
will
be innovation
without
disruption.
Organizations
are
limited
by
proprietary,
on-premises
technology
(hence
why
hybrid
adoption
will
grow
among
traditional
enterprises),
meanwhile
CCaaS
capabilities
continue
to
get
better
and
better.
These
are
the
capabilities
Avaya
expects
to
be
most
popular
this
year:
1.
AI
and
Machine
Learning
(ML)
AI
and
ML
will
continue
to
experience
steady
growth
in
the
coming
years.
Large
enterprises
especially
benefit
from
the
ability
to
uncover
operational
efficiencies
more
quickly,
reduce
call
volume
(and
thus,
the
burden
on
live
agents),
and
help
reps
access
information
faster
to
accelerate
resolution
of
issues.
A
quickly
growing
AI
capability
is
AI
noise
removal,
which
eliminates
unwanted
background
sounds
for
customers
and
agents
during
service
conversations.
AI-based
voice
and
chatbots
will
also
continue
to
grow
in
popularity.
Any
company
that
underestimates
the
value
of
AI
in
these
areas
will
inevitably
fall
behind
in
2023.
2.
Attribute-based
Routing
It
makes
sense
from
both
a
cost
and
CX
perspective
to match
customers
with
resources
more
intelligently based
on
business
rules,
internal
and
external
context,
and
desired
outcomes.
Organizations
can
fine
tune
conversations,
deepen
customer
relationships,
and
help
agents
succeed
while
improving
First
Contact
Resolution
(FCR)
and
reducing
costly
transfers.
3.
Automated
self-service
Give
customers
the
freedom
to
choose
their
experience
while
reducing
repetitive
and
routine
calls
for
agents.
Large
enterprises
once
again
stand
to
benefit
most
from
the
ability
to
automate
processes
and
deliver
faster
response
times
across
customers’
channels
of
choice.
Web
self-service
portals,
conversational
IVRs,
SMS,
and
live
chat
will
all
be
in
high
demand
for
self-service
this
year.
The
“freedom
to
choose”
aspect
of
self-service
is
paramount
and
must
be
a
top
focus
in
2023.
Customers
should
never
feel
like
they’re
fighting
an
automated
assistant
to
get
what
they
want,
nor
should
they
be
forced
to
use
it.
Greater
Emphasis
on
Cost
Containment
CCaaS
helps
contain
contact
center
costs
by
improving
contact
duration
and
deflection,
however,
contact
center
projects
in
2023
will
need
to
show
even
more
hard-cost
savings
in
order
to
move
forward.
Avaya
expects
the
following
investments
to
be
front
and
center
as
companies
further
tighten
the
reins:
Identity
and
verification: Verifying
and
authenticating
a
customer
in
a
contact
center
using
common
methods
like
Knowledge-based
Authentication
(KBA)
takes
anywhere
from
one
to
two
and
a
half
minutes. Research
shows eliminating
this
time
using
Identity-centered
Security
can
save
as
much
as
$3
a
call,
creating
the
potential
for
millions
in
annual
savings
while
at
the
same
time
providing
a
better
customer
experience.
Digital
redirection: Redirecting
calls
to
a
digital
or
mobile
self-service
experience
like
SMS,
messaging,
chatbots,
or
a
mobile
app
can
save
$3-5
per
call,
reducing
interaction
costs
by
up
to
80%
while
giving
callers
the
information
they
need
more
efficiently.
CTI
screen
pops: The
faster
agents
can
access
information,
the faster
they
can
resolve
issues
and
move
on
to
assist
more
customers.
CTI
screen
pops
can
also
help
increase
sales
through
targeted
cross-selling
and
upselling
by
providing
agents
with
the
right
information
at
just
the
right
time.
This
will
be
a
key
investment
in
2023.
Demand
for
Cloud
Efficiencies
and
Security
A
big
focus
for
2023
will
be
minimizing
the
impact
to
the
customer
experience
with
increased
data
protection
and
privacy
in
the
contact
center.
Can
zero
trust
initiatives
be
successful
without
affecting
customer
perception?
Absolutely.
In
fact,
this
is
why Avaya
is
partnered
with
Journey,
a
digital
identity
verification
and
authentication
platform
provider
that
is
blazing
a
trail
in
this
field
with
award-winning
innovation.
Improving
the
speed,
accuracy,
and
techniques
used
in
contact
center
customer
verification
and
authentication
will
be
crucial
this
year
for
making
necessary
improvements
to
operational
efficiency,
security,
customer
experience,
and
costs. You
can
read
this
blog to
learn
more
about
how
Identity-centered
Security
better
protects
customer
data
while
increasing
organizational
efficiency.
Want
innovation
without
disruption? Register
to
attend
Avaya
Engage
2023 this
June
to
learn
what
Avaya
Experience
Platform
can
do
for
your
business.
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