The Future of CCaaS: Market Trends, AI Orchestration, and the 32% Adoption Gap

Описание: Is AI really replacing human agents? Why have 68% of organizations not yet fully adopted CCaaS? Join Serita Fernandez (VP of Product Management, Avaya) and Donna Fluss (CEO, DMG Consulting) for a data-driven look at the future of contact center infrastructure.

In this deep dive, Donna Fluss shares exclusive market projections, including the 29 million worldwide CCaaS seats and why "holdout" enterprises are prioritizing security and hybrid flexibility over multi-tenant-only clouds.

Key Topics Covered:

Market Realities: Why voice volumes are staying steady while digital is exploding.

The Adoption Gap: Addressing the 68% of the market looking for more flexible deployment models.

Avaya Infinity Strategy: How an "API-first" approach supports Cloud, Hybrid, and On-Premises needs.

AI Orchestration: Why the "Christmas Tree" of infrastructure is required to hang your "AI Ornaments."

Human in the Loop: Why the need for human agents will remain critical through 2030 and beyond.

Timestamps: 0:00 - Intro: Serita Fernandez & Donna Fluss (DMG Consulting) 0:45 - The Future of Contact Center Infrastructure 1:23 - Will AI Replace Human Agents? (The Short Answer) 2:12 - The Numbers: 29 Million Worldwide CCaaS Seats 3:30 - Voice vs. Digital Volume Trends 4:30 - The 32% Adoption Gap: Why 68% are "Holdouts" 6:00 - Avaya's Strategy: Cloud, Hybrid, and On-Premises Innovation 9:10 - Why Enterprises are Migrating to Avaya Infinity 10:11 - Flexibility, Reliability, and API-First Design 13:00 - Differentiation: Beyond Multi-Tenant Environments 14:32 - Leveraging AI with Databricks & MCP 16:10 - CCaaS in 5 to 10 Years: The "AI Orchestration Layer" 18:50 - The Analogy: Infrastructure as the "Christmas Tree" 21:55 - The Human in the Loop: Why Agents Still Matter 24:00 - Closing Advice for Enterprises

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