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Market Research Report

Worldwide Contact Center Applications Software Forecast, 2019-2023: Market Gaining Small Traction with Cloud

Published by IDC Product code 551823
Published Content info 12 Pages
Delivery time: 1-2 business days
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Worldwide Contact Center Applications Software Forecast, 2019-2023: Market Gaining Small Traction with Cloud
Published: June 27, 2019 Content info: 12 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 five-year forecast (2019-2023)."Digital transformation for the purposes of customer experience remains at the top of the strategic initiative list," says Mary Wardley, program VP, Customer Care and CRM. "These transformations, however, require a broad set of internal groups, communications, and strict goal setting. Organizations need to heed the advice of contact center leaders and think of the customer handling leaders as helping lead these strategies and not merely as delivery mechanisms."

Table of Contents
Product Code: US45124119

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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