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Market Research Report

Worldwide Contact Center Applications Software Forecast, 2020-2024: COVID-19 Impact

Published by IDC Product code 947171
Published Content info 14 Pages
Delivery time: 1-2 business days
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Worldwide Contact Center Applications Software Forecast, 2020-2024: COVID-19 Impact
Published: June 30, 2020 Content info: 14 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 forecast over a 10-year period and including consideration for the impact of COVID-19 for the market over the next 5 years (2020-2024)."COVID-19 pushed the digital transformation initiatives for many organizations ahead by two to three years in order to respond digitally to the crisis," says Mary Wardley, program VP, Customer Care and CRM at IDC. "Contact center renovations moved to the top of the list for many organizations in order to respond to customers and keep the lights on, causing organizations to make 'move to the cloud' decisions more rapidly choosing both public and dedicated private cloud solutions."

Table of Contents
Product Code: US46610520

IDC Market Forecast Figure

Executive Summary

  • Forecasting During COVID-19

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Cloud - CCaaS and Dedicated Private Hosted
      • WFM/WFO/Quality Assurance
      • AI Technologies
    • Inhibitors
      • Global Supply Chain Disruption
  • Significant Market Developments
  • Changes from Prior Forecast

Market Definition


  • Historical and Forecast Market Values and Exchange Rates

Related Research

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