Mary Wardley
On November 9, 2021, RingCentral and Mitel announced a strategic partnership that makes RingCentral's Message Video Phone (MVP) Mitel's sole UCaaS solution for Mitel's customer base. While the impact on the cloud communications market and t...
Salesforce (NYSE: CRM) has finalized the acquisition of channel-based messaging icon Slack (NYSE: WORK). The acquisition creates a dynamic shift in the team collaboration market and shines a spotlight on collaboration as a standard business...
Zoom Video Communications Inc. (NASDAQ: ZM) announced it has entered into a definitive agreement to acquire Five9 Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, in an all-stock transaction valued at approxi...
This IDC Perspective looks at the future of customer experience from a specific lens of technology — that of authentication to help managers focus on removing the friction that impedes customer conversations."Ensuring that the agent and/or ...
This IDC Market Presentation highlights contact center trends in Europe. The European contact center space will be driven by cloud with a growth projection of 5.0% compound annual growth rate (CAGR) between 2020 and 2025. The U.K. will rema...
This IDC Survey Spotlight provides insight into the organizational priorities of organizations as 2022 begins. The document contains data from IDC's Future Enterprise Resiliency and Spending (FERS) Survey, Wave 2, conducted in February 2021...
Customer Service and Support Solutions Taxonomy
Future Enterprise Resiliency and Spending Survey
IDC Contact Center Metrics Survey 2021 Update - COVID-19 One Year Later
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