Worldwide Contact Center Applications Software Forecast, 2020–2024: COVID-19 Impact

Worldwide Contact Center Applications Software Forecast, 2020–2024: COVID-19 Impact

This IDC study provides an updated market sizing for the worldwide contact center 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 5 years (2020–2024)."COVID-19 pushed the digital transformation initiatives for many organizations ahead by two to three years in order to respond digitally to the crisis," says Mary Wardley, program VP, Customer Care and CRM at IDC. "Contact center renovations moved to the top of the list for many organizations in order to respond to customers and keep the lights on, causing organizations to make 'move to the cloud' decisions more rapidly choosing both public and dedicated private cloud solutions."

Please Note: Extended description available upon request.


IDC Market Forecast Figure
Executive Summary
Forecasting During COVID-19
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Drivers
Cloud — CCaaS and Dedicated Private Hosted
WFM/WFO/Quality Assurance
AI Technologies
Inhibitors
Global Supply Chain Disruption
Significant Market Developments
Changes from Prior Forecast
Market Definition
Methodology
Historical and Forecast Market Values and Exchange Rates
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