BYOC: State of Adoption in the Contact Center

Author: Robin Gareiss, CEO and Principal Analyst

Although a relatively new concept for the contact center, the idea of “Bring Your Own Carrier” (BYOC) along with a Unified Communications-as-a-Service (UCaaS) implementation has grown in popularity over the last several years. The BYOC model is a particularly attractive option for larger companies that want to transition to cloud calling but have legacy PSTN contracts in place, wish to retain control of their phone numbers, and/or that have their own voice infrastructure––session border controllers, calling routing, security mechanisms, and such.

With BYOC, which separates call control from PSTN access, enterprises can self-maintain or work with a managed services provider to oversee that legacy voice environment while at the same time migrating to UCaaS or Contact Center-as-a-Service (CCaaS).

Table of Contents

• BYOC: From UCaaS to CCaaS
• State of Adoption for CCaaS
  • Success Metrics
  • Spending Growth
  • Demographics
• Conclusions and/or Recommendations