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Market Research Report

Worldwide Contact Center Applications Software Forecast, 2017-2021

Published by IDC Product code 551823
Published Content info 15 Pages
Delivery time: 1-2 business days
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Worldwide Contact Center Applications Software Forecast, 2017-2021
Published: September 1, 2017 Content info: 15 Pages

This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised data for the market over a 10-year period, with a 5-year forecast (2017-2021)."Contact centers and their associated area of customer service operations are moving into the limelight due to the market focus on customer centricity and fueled by digital transformation efforts," says Mary Wardley, program VP, Customer Care and CRM. "IDC surveys consistently place 'an improved customer experience' at the top of the stated goals driving DX initiatives."

Table of Contents
Product Code: US43009417

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Digital Transformation Initiatives
      • Conversational AI Applications
      • Cloud
      • Agent Population
    • Inhibitors
      • Comprehensive Internal View/Go to Market Based on Customer Centricity
  • Significant Market Developments
  • Changes from Prior Forecast

Market Definition


  • Historical and Forecast Market Values and Exchange Rates

Related Research

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