Cloud transformation is the IT story for 2020. With the pandemic forcing many companies to move their employees to work from home, there has been a mad rush to adopt call center cloud services. In particular, contact center as a service (CCaaS) adoption has been on fire as companies scramble to maintain services for their customers.
Information Age calls COVID-19 a “watershed moment for the contact center.”1
A report from Fortune Business Insights notes:
“CCaaS solutions are experiencing high demand from multiple organizations worldwide because of their implementation of work from home policies to prevent the transmission of COVID-19. Apart from that, the increasing usage of e-commerce platforms for purchasing essentials amid the pandemic is compelling organizations to use cloud-based customer service solutions.”2
According to this research company’s data, the global CCaaS market grew to $3.07 billion in 2019 and is on track to top $10 billion by 2027.
It’s no coincidence that tech advisory firm ACLIVITI is also having our biggest year ever. At ACLIVITI, we help companies navigate their IT decisions. Among other things, that means working with companies that are trying to rapidly adopt CCaaS. We ensure they fully identify their needs and priorities, work with the right vendors, and implement the optimal solutions for their business. When companies team with ACLIVITI, they don’t just transform their legacy customer contact center technology to cloud-based equivalents, they also make significant gains that give them a competitive advantage.
Here are just a few of the 2020 highlights for us at ACLIVITI.
Inc. 5000 List
Every year, Inc. magazine publishes its influential list of the 5,000 fastest-growing privately-held companies in America. Some of today’s most recognized companies, including Microsoft and Zappos, made an appearance on this list in the past before they went public. ACLIVITI ranked 1781 out of the 5,000 companies on the 2020 version of the Inc. 5000 list,3 with 240% growth.
New Hires
ACLIVITI continues to grow, and that means adding new team members. Key hires in 2020 include:
- Gavin McKay joined the ACLIVITI leadership team as Director of Delivery
- Nichole Hoffman joined the ACLIVITI Operations team as Operations Manager
- John Merriman joined the company as a Senior Consultant
- Mike Santorsola joined the ACLIVITI Transformation Services Team as a Business Development Representative
These hires further our vision of accelerating growth and transformation to create a competitive advantage for clients, including fostering and evolving key vendor partnerships and providing end-to-end consulting to clients.
Team Events and Continued Continuity Through Remote Work
While working remotely, we stayed connected by hosting happy hours, birthday/anniversary celebrations, a wine and paint night, a Halloween costume contest, Thanksgiving event, Holiday party, team lunches, and attended bourbon and wine tastings with our clients/vendors. Staying connected was really important to our team, and we were able to have some really impactful events that mirrored the team environment we have inside the office.
Procurement Foundry Partnership
Another sign of ACLIVITI’s growing prominence in the IT industry has been the demand for company representatives to make appearances at various events. For example, this year, our CEO, Ryan Young, was asked to do an ask-me-anything (AMA) for Procurement Foundry. During this event, Ryan offered insight about topics ranging from the money companies are losing in network stacks, to why the price per widget is not to the most important conversation in cost savings, to his thoughts on whether the desk phone has become extinct.
During the AMA, Ryan pointed out one of the big reasons why ACLIVITI placed so highly on that Inc. 5000 List. This approach also explains why we’re on track for even bigger things in 2021:
“We’re pretty proud of what we’ve done but I think we’re even prouder of the fact that we’ve saved clients exponentially more money than we’ve ever billed them.”
ACLIVITI is the critical missing piece for a smooth transition to call center cloud services. Contact us to discuss how we can help you navigate your legacy migration, and save you headaches and money.
1. https://www.information-age.com/why-covid-19-is-a-watershed-moment-for-contact-centre-123489943/
2. https://www.globenewswire.com/news-release/2020/11/12/2125270/0/en/Contact-Center-as-a-Service-Market-to-Reach-USD-10-06-Billion-by-2027-Integration-of-Interactive-Voice-Response-to-Bolster-Growth-Fortune-Business-Insights.html
3. https://www.inc.com/inc5000
