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Reflections on the Evolving Contact Center as a Service (CCaaS) Market

September 24, 2021 by Rob Scudiere

contact center agent working from home

Last month, Gartner released its 2021 Magic Quadrant for Contact Center as a Service and corresponding Critical Capabilities report highlighting the latest trends and technologies in the CCaaS market. It found that CCaaS is dominating options for organizations looking to upgrade their contact center infrastructure and combine digital channels, which is no surprise. At the forefront of the Magic Quadrant report, it also calls out the high demand for CCaaS solutions given the more complex and distributed contact center needs brought on by the COVID-19 pandemic. As I read this, I reflect on how much the CCaaS market has not only changed over the past year, but also over the course of the past few years.


It’s true that contact centers, like most businesses, need to adjust their strategies and workflows according to current industry demands. So, it would make sense that contact center technologies from a few years ago look different from today’s offerings. At Fuze, we’re committed to meeting the communication needs of the modern worker, and as a result, our CCaaS solution has also evolved with those changing requirements.


Let’s look back on Fuze’s evolution.

A Fully Integrated CCaaS Solution

In March of 2019, Fuze unveiled its fully integrated CCaaS solution. At this time, CCaaS was starting to increase in popularity. In fact, Gartner predicted that by 2022, CCaaS will be the preferred adoption model in 50% of contact centers, up from approximately 10% in 2019. With UCaaS adoption exploding around the globe, we believed pairing it with CCaaS empowered organizations to meet evolving customer expectations around quick and convenient contact center experiences at that time. The combined experience reduced the friction of switching between UCaaS and CCaaS applications for contact center agents and supervisors as they service customers, while also collaborating cross-functionally within their organization.


Our Standalone CCaaS Offering

Fast forward a year, and we’re at the onset of the COVID-19 pandemic. The mass move to remote work wreaked havoc on many workers, including contact center agents. In fact, data showed that 90% of the global contact center agents transitioned to working remotely as a result of social distancing mandates. Organizations were looking for both quick short and long term fixes to keep processes running while agents were working from different locations. They needed an agile, contact center solution that would enable their agents to connect on any device from any location. This is why for both supervisors and agents, access to Fuze Contact Center on mobile devices helps them stay connected in a hybrid work environment, whether it’s an agent taking queue calls on their smartphone or a supervisor monitoring the queue from their tablet device.


And so, in June of 2021, we unveiled our standalone contact center offering as an alternative to Fuze’s fully integrated UCaaS and CCaaS platform. This gave enterprises the ability to rapidly deploy contact center features, such as call routing and queuing, without the cost associated with traditional solutions. It essentially gave organizations the same core benefits of Fuze Contact Center that our customers already knew and loved, with added cost-effective options and bundled Quick Start services for faster implementation.


Additionally, we know that our product is stronger when we leverage best of breed partnerships.  From advanced voice and screen recording via Envision’s Click2Coach, to Fuze’s latest partnership with Verint Monet that provides a Workforce Management solution for customers who need scheduling and forecasting within the contact center. Customers with compliance requirements can also leverage Fuze’s new integration with Thetalake.


We’ve come a long way since our first CCaaS offering. Over the years, we’ve rolled with the punches, and our journey is far from over. I’m proud of how Fuze continues to differentiate our contact center offering and adjust our CCaaS technology to help our customers succeed in their rapidly evolving business environments. I know the best is yet to come.


Learn more about Fuze’s CCaaS offerings here.

Rob Scudiere
Rob Scudiere

As President and COO, Rob oversees our post-sales functions at Fuze globally including Services, Support, Logistics, Product, and Engineering, to ensure an exceptional experience for our customers. Rob brings more than 20 years’ experience leading product development, information technology, operations, and professional services organizations in high-growth public and private high-tech companies.

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