This IDC study examines the worldwide contact center applications market for 2013–2015. Revenue and market share of the leading vendors are provided for 2015."One can argue that the contact center leads in the most visible manifestation of organizational digital transformation," said Mary Wardley, VP, CRM Applications and Customer Experience. "As such the coming together of systems that enable a timely contextual response to customer needs is critical. A misstep in handling or inaccurate handling broadcasts a lack of internal order."