Worldwide Contact Center Applications Software Market Shares, 2022: CCaaS Turns the Heat Up

This IDC study presents the worldwide contact center applications software market size and 2022 revenue market shares by vendor."The public cloud, or CCaaS, portion of the contact center market has officially become larger than the on premises/other for the first time," said Mary Wardley, program vice president, Customer Care and CRM at IDC. "While it took time to happen, it is an important foundational element that will allow organizations to take advantage of the burgeoning world of generative AI and allow them to integrate these new capabilities into a cloud-centric environment."