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Market Research Report

Worldwide Contact Center Applications Software Forecast, 2018-2022: Cloud Reaching 50% by 2022

Published by IDC Product code 551823
Published Content info 13 Pages
Delivery time: 1-2 business days
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Worldwide Contact Center Applications Software Forecast, 2018-2022: Cloud Reaching 50% by 2022
Published: October 11, 2018 Content info: 13 Pages
Description

This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a 5-year forecast (2018-2022)."Customer interactions in their entirety are being reevaluated for their contribution to the overall customer experience," says Mary Wardley, program VP, Customer Care and CRM. "Within digital transformation initiatives, building a differentiated customer experience through channel integration and contextual responses will be the leading requirements for contact center renovations over the next three years."

Table of Contents
Product Code: US43505518

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • 3rd Platform
      • Innovation Accelerators
      • Conversational AI Applications
      • Agent Requirements
    • Inhibitors
      • Channel/Interaction Increases
  • Significant Market Developments
  • Changes from Prior Forecast

Market Definition

Methodology

  • Historical and Forecast Market Values and Exchange Rates

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