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."