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Worldwide Customer Service Applications Software Forecast, 2018–2022: Market Will Near 80% Cloud by 2022

Worldwide Customer Service Applications Software Forecast, 2018–2022: Market Will Near 80% Cloud by 2022

This IDC study provides an updated market sizing for the worldwide customer service applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a 5-year forecast period (2018–2022)."Customer service functions in combination with contact centers are at the forefront of customer handling in the digital economy," says Mary Wardley, program VP, Customer Care and CRM. "New channels of customer interaction including social, messaging, and communities are causing a shift in where customer activity occurs. Organizations are actively embracing these channels in concert with artificial intelligence–based functionality to create immediate and timely customer interactions."

Please Note: Extended description available upon request.


IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Drivers
3rd Platform
Innovation Accelerators
Conversational AI Applications
Agent Requirements
Inhibitors
Channel/Interaction Increases
Significant Market Developments
Changes from Prior Forecast
Market Definition
Methodology
Historical and Forecast Market Values and Exchange Rates
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