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- Current: IDC Market Glance: Contact Center, 1Q24
target audience: TECH SUPPLIER Publication date: Mar 2024 - Document type: Market Presentation - Doc Document number: # US51968524
IDC Market Glance: Contact Center, 1Q24
By: Mary Wardley Loading
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- 10 slides
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Abstract
This IDC Market Glance provides a glimpse of the current makeup of the contact center landscape, including the segments and structure of the market. Contact center is a part of the overall customer experience (CX) market, with a primary focus on providing a seamless end-to-end handling of a customer interaction, regardless of channel, fully informed by past interactions and focused on a personalized successful outcome. The frictionless handling of a customer interaction is one that may not move the needle toward positive, but it is essential in keeping it from the negative. Further anticipation of customer needs and tailored responses are the next level for standout CX.
Coverage
Subscriptions Covered
Customer Service and Contact Center Applications
Companies Covered
- Sharpen Technologies Inc.
- Balto Software Inc.
- Observe.ai
- GemShelf Inc.
- Genpact Ltd.
- Atos SE
- Tech Mahindra Limited
- LiveChat Inc.
- Alibaba Group Holding Limited
- Five9 Inc.
- Bright Pattern Inc.
- Google LLC
- RealWear Inc.
- RingCentral, Inc.
- Puzzel Ltd
- HubSpot Inc.
- Emplifi Inc.
- TeamSupport LLC
- 8x8 Inc.
- SturdyAI Inc.
- Microsoft Corporation
- Planhat AB
- Chorus Ltd.
- Sprinklr Inc.
- ServicePower Incorporated
- Lifesize Inc.
- DXC Technology Co.
- Optimove Inc.
- Treasure Data Inc.
- Gainsight Inc.
- Amazon Web Services Inc.
- Sutherland Global Services Inc.
- Creatio
- Coveo Solutions Inc.
- NTT DATA Corporation
- Verizon Communications, Inc.
- Intermedia.net Inc.
- Syncron AB
- Gryphon Networks Corp.
- Dialpad, Inc.
- LivePerson Inc.
- Khoros LLC
- SAP SE
- CSG Systems International, Inc.
- Accruent LLC
- Cresta Intelligence Inc.
- Freshworks Inc.
- IFS AB
- Tealium Inc.
- Ameyo Pvt Ltd
- Twilio, Inc.
- UJET, Inc.
- Vuzix Corporation
- Temenos AG
- Avaya Inc.
- Tavant Technologies Inc.
- BlueConic Inc.
- Meltwater Group
- Medallia Inc.
- Bain & Company, Inc.
- CSS Corp.
- ClientSuccess, Inc.
- Quantum Metric Inc.
- Adobe Systems Inc.
- InMoment Inc.
- KPMG International
- Intercom Systems Inc.
- Level AI
- GoTo
- Capterra Inc.
- Xcally S.r.l.
- Gong.io Inc.
- Oneserve Ltd.
- Transcom SA
- Bloomreach, Inc.
- IBM
- Resonate Networks, Inc.
- Gridspace, Inc.
- Teleperformance SA
- BT Group plc
- Sprout Social, Inc.
- Pegasystems Inc.
- Telus International Inc
- Amperity Inc.
- Catalyst Inc
- Diablocom SAS
- Epicor Software Corporation
- StarTek, Inc.
- Zinier Inc.
- Wipro Limited
- KloudGin Inc.
- Cognizant Technology Solutions Corporation
- Hootsuite Media Inc.
- Almawave S.p.A.
- Mitel LLC
- Aircall.io Inc.
- Capita plc
- IPsoft Incorporated
- Infor Inc.
- Amplitude Inc.
- Vonage Holdings Corp.
- PricewaterhouseCoopers LLP
- CGS International Inc.
- Lumen Technologies
- Calabrio Inc.
- Totango Inc.
- Genesys Telecommunications Laboratories, Inc.
- Custify SRL
- Oracle Corporation
- Accenture plc
- WhatsApp LLC
- ServiceNow, Inc.
- McKinsey & Company
- FieldAware Group Ltd.
- Zeta Global Ltd.
- SightCall Inc
- Kore.ai, Inc.
- OverIT S.p.A.
- Reputation.com Inc.
- Qualtrics, LLC
- Cisco Systems Inc.
- ABB Ltd.
- Content Guru Ltd
- Uniphore Technologies Inc.
- Insider
- AT&T Inc.
- Hitachi Vantara LLC
- Infosys Limited
- Forsta AS
- Deloitte LLP
- Sitel Group
- Meta Platforms Inc.
- TCN Inc.
- TTEC Holdings Inc.
- Salesforce, Inc.
- Unify Inc.
- SugarCRM Inc.
- CareAR, Inc.
- Zoom Video Communications Inc.
- Vitally, Inc.
- Capgemini Services SAS
- Playvox
- LiveVox Inc.
- Unmetric Inc.
- Concentrix Corporation
- Content Square SAS
- Zoho Corporation Pvt. Ltd.
- Alvaria Inc.
- Talkdesk Inc.
- Journey.ai, Inc.
- Redpoint Global Inc.
- Zendesk Inc.
- CallMiner Inc.
- Tata Consultancy Services Limited
- Ernst & Young Global Limited
- FLS GmbH
- Invoca Inc.
- ChurnZero Inc.
- WNS Inc.
- NICE Ltd.
- Epsilon Data Management LLC
- Conversica Inc.
- ExlService Holdings, Inc.
- Verint Systems Inc.
- Enghouse Interactive Inc.
Regions Covered
Topics Covered
Customer relationship management applications