CCaaS 6-12 Report | 6 Copyright © 2023 AVANT Communications, Inc. 25% By the Numbers The post-covid market dynamics are turning into significant revenue. A forecast from Gartner pegs the global CCaaS revenue market size at $17.9 billion by 20245, with companies adopting services that include capabilities such as multichannel communications, AI and web experience monitoring. More Industry Figures More recently, Gartner has released projections that end-user spending on conversational AI solutions within contact centers approached $2 billion in 20226. The proportion of contact center agent interactions that will be automated is expected to increase from approximately 1.6% to one in ten by 2026. This expansion of automation in contact centers is expected to lead to cost savings, as conversational AI is predicted to reduce agent labor costs by $80 billion by 2026. AVANT Sales Data AVANT sales data for 2022 shows the CCaaS market is far from saturated; AVANT’s ecosystem of Trusted Advisor sales are estimated to account for over 25% of the year-over-year market growth for 2022 CCaaS revenue in North America. Industry observers are expecting more opportunity growth in 2023 as a wave of Cisco maintenance contracts come up for renewal. Source: Avant State of Disruption Survey 2023