Worldwide Contact Center Applications Software Forecast, 2017–2021

Worldwide Contact Center Applications Software Forecast, 2017–2021

This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised data for the market over a 10-year period, with a 5-year forecast (2017–2021)."Contact centers and their associated area of customer service operations are moving into the limelight due to the market focus on customer centricity and fueled by digital transformation efforts," says Mary Wardley, program VP, Customer Care and CRM. "IDC surveys consistently place 'an improved customer experience' at the top of the stated goals driving DX initiatives.

Please Note: Extended description available upon request.

IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Digital Transformation Initiatives
Conversational AI Applications
Agent Population
Comprehensive Internal View/Go to Market Based on Customer Centricity
Significant Market Developments
Changes from Prior Forecast
Market Definition
Historical and Forecast Market Values and Exchange Rates
Related Research

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