Time frame for CCaaS Adoption Industries most focused on transitioning remaining legacy contact center systems to CCaaS in the next six months are manufacturing at 53%, followed by high tech at 48%. While retail/e-commerce is the industry that perhaps uses CCaaS most for customer service and support, the industry went through a major upgrade cycle in 2021; this was reflected in data from AVANT’s 2021 State of Disruption report showing that 74% of companies were planning their CCaaS upgrade by 2022. 18 Fig. 5.3 Time frame for CCaaS adoption Copyright © 2024 AVANT Communications, Inc. Source: AVANT Analytics State of Disruption 2024