CCaaS Report

The future of Contact Center and its relevance to Unified Communication Service Providers.

About our CCAAS Report

In the last decade, we’ve seen the rise in CCaaS and its increased demand from changing end-customer requirements. As the UC market remains competitive, an excellent Customer Experience solution may be the key area for differentiation for service providers.

This report provides a clear narrative of the future of the contact center. It looks at provider roles and where they’re going; what providers see as their end customers’ emerging needs and requirements, and how they are planning to meet them.

Other topics covered include details of new features and functionality that are in the planning stages for contact center products and will be emerging in the future. This is furthered by details of how providers believe they will contribute to strategic goals and meet end customer CCaaS needs. We also share the challenges faced by providers in building out their products to meet this future vision.

5 Key areas in the CCaaS Report:

  1. Transition within the Cloud Comms landscape, how is the market changing?
  2. Strategic role of the contact center in businesses 
  3. Enterprise customer contact trends
  4. Channels and capabilities 
  5. CCaaS Pricing landscape


We have undertaken this research to answer the key questions we have been asked in the last 2 years by our service provider customers. 

Our reports are verified by data from: 

  • Interviews with Contact Center vendors
  • Enterprise survey of 450 companies 
  • Independent market research and market analysis
  • UK focussed analysis of public pricing

With our recent outreach to the industry in surveys and interviews and over 15 years of industry research experience and context, we have built a qualitative and quantitative perspective on the relevance of CCaaS for UC that is unparalleled. This report will give the best insight and ideas to make decisions on your CCaaS approach. 

Find out more about our flagship research, Cloud Comms Market Reportsan overview of the Cloud Communications and Unified Communications markets across Europe and the USA.

Data Points

  • Customer communication usage, mediums and channels
  • End-user behavior changes and impacts on CCaaS
  • Qualitative analysis of contact center market
  • Convergence of technologies and services
  • Pricing
  • Contact Center vendor feature comparison

Research Portal and Output

Reports purchased will be accessible through our research portal alongside white papers available to download.

Cavell’s CCaaS Report is in a PDF format.

We allow multiple users from your team to access files.


An Analyst workshop is an opportunity for the report specialist Patrick Watson, Senior Analyst at Cavell Group, to present the key findings from the research.

A workshop will provide additional context for the research and will highlight the most relevant sections to your company.

Our analysts stay up to date with industry changes and developments. Workshops with our team allow for a greater explanation of the research in the wider cloud comms industry and the chance to have your unique questions answered.

Enquire about Report

Book a call with Patrick to discuss our CCaaS Report & Workshops

Getting the Most of a Virtual Cloud Comms Summit

Matthew Townend
Executive Director
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Francisca Dinga
Events & Marketing Manager
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