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Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud

Publisher IDC
Published Jul 31, 2023
Length 13 Pages
SKU # IDC18096270

Description

Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud


This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2023 to 2027."As the world steps away from being in a global health pandemic, the software world is entering a new era of 'generative AI'–focused use cases and solutions, a leading use case being customer handling," says Mary Wardley, program VP, Customer Care and CRM at IDC. "The first wave of the technology will be seen in support of agents and in some limited self-service capabilities with controlled outcomes. Despite the excitement, organizations need to be watchful in deploying generative AI without oversight."

Please Note: Extended description available upon request.

Table of Contents

13 Pages
IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Drivers
COVID-19 Recovery
Unemployment/Job Creation — Automation and Innovation
AI and Generative AI Technologies
Inhibitors
Inflation
The Russia-Ukraine War
Significant Market Developments
Changes from Prior Forecast
Market Definition
Methodology
Historical and Forecast Market Values and Exchange Rates
Related Research

Pricing

Currency Rates
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