Worldwide Customer Service Applications Software Forecast, 2020-2024: COVID-19 Update

This IDC study provides an updated market sizing for the worldwide customer service 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 five years (2020-2024)."Customer service applications with analytics with predictive capabilities and multichannel strategies are allowing organizations to get one step ahead in their servicing responses," says Mary Wardley, program VP, Customer Care and CRM at IDC. "This reduces the friction in customer engagement and is helping meet the increased needs of customers in a COVID-19-driven environment."

IDC Market Forecast Figure

Executive Summary

• Forecasting During COVID-19

Advice for Technology Suppliers

Market Forecast

Market Context

• Drivers and Inhibitors
  • Drivers
    • Cloud - Public Cloud and Dedicated Private Cloud
    • AI Technologies
    • Workflows
  • Inhibitors
    • Global Supply Chain Disruption
• Significant Market Developments
• Changes from Prior Forecast

Market Definition

Methodology

• Historical and Forecast Market Values and Exchange Rates

Related Research