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Worldwide Contact Center Applications Market Shares, 2016: Acquisitions Adding Velocity to Market Changes

Worldwide Contact Center Applications Market Shares, 2016: Acquisitions Adding Velocity to Market Changes

This IDC study examines the worldwide contact center applications market for 2014–2016. Revenue and market share of the leading vendors are provided for 2016."Customer experience discussions are happening at the upper levels of management, but change in the trenches may be hard to see," said Mary Wardley, VP, CRM Applications and Customer Experience. "For contact center professionals, this means continuing to develop best practices and quantitative measures of success tied to corporate goals beyond NPS and CSAT. Management needs to see bottom-line and long-term gains for CX to continue to evolve and be supported."


IDC Market Share Figure
Executive Summary
Advice for Technology Suppliers
Market Share
Who Shaped the Year
Market Context
Significant Market Developments
Methodology
Market Definition
Related Research

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