Mary Wardley
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In a market where competition is fierce for employee- and customer-focused solutions, RingCentral is making strides by announcing AI-driven UCaaS and CCaaS solutions and an acquisition in the meetings/video/webinar solution space. While the...
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Artificial intelligence (AI) was the star across Collaboration, integrated Unified Communications and Collaboration (UC&C), and Contact Center solutions at the Enterprise Connect conference held March 27–30, 2023, at the Gaylord Palms i...
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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 foc...
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This IDC Tech Buyer Presentation describes examples of key business function use cases specific to the customer service function within the IDC Generative AI Use Case Taxonomy research. IDC defines a use case as a business-funded initiative...
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This IDC Perspective examines the changed environment in which customer-facing service personnel work and service customers. Customer service and contact center employees face changing expectations of customers in terms of service and are e...
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Future Enterprise Resiliency and Spending Survey
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IDC Future Resiliency Survey: End-User Perspective
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IDC FutureScape: Artificial Intelligence 2024 Predictions
More results for Planned Research