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Produced by TCCB solutions partner, AVANT, it represents an advanced research based report that industry leaders can use to access technology's potential fit for their company over the next 6 to 12 months, hence the name.  The CCaaS 6-12 Report is a decision-makers guide to maximizing Contact Center as a Service.   CCaaS is a cloud-based offering that combines voice connectivity of legacy call centers with digital channels of text messaging, chatbots and social media, known as omni-channel.  It includes are routing engine, artificial intelligence (AI), workforce automation and interaction quality control and monitoring.