Mary Wardley

IDC
Analysts
Current: Mary Wardley

Mary Wardley

Program Vice President, Customer Care and CRM

IDC Links
Analyst Research

Salesforce Acquires Slack to Enable Collaboration Everywhere

Jul 2021 | IDC Link | Doc # lcUS48105221

By: Wayne KurtzmanResearch Director, Social and Collaboration, Alan WebberProgram Vice President, Customer Experience, Mary WardleyProgram Vice President, Customer Care and CRM

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 to Acquire Five9; Expands to Contact Center

Jul 2021 | IDC Link | Doc # lcUS48094621

By: Wayne KurtzmanResearch Director, Social and Collaboration, Mary WardleyProgram Vice President, Customer Care and CRM, Rich CostelloSenior Research Analyst, Enterprise Communications Infrastructure, Unified Communications & Collaboration (UC&C), Oru MohiuddinResearch Manager, Denise LundResearch Director, WW Telecom and Unified Communications

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 appro...
8x8 Announces Its Experience Communications as a Service (XCaaS) Strategy

May 2021 | IDC Link | Doc # lcUS47794221

By: Rich CostelloSenior Research Analyst, Enterprise Communications Infrastructure, Unified Communications & Collaboration (UC&C), Mary WardleyProgram Vice President, Customer Care and CRM, Wayne KurtzmanResearch Director, Social and Collaboration, Oru MohiuddinResearch Manager, Denise LundResearch Director, WW Telecom and Unified Communications

IDC has been hearing (mostly from the vendor side) about native integrations of contact center (CC) and unified communications (UC) solutions to leverage the combined benefits of UC/CC for things such as making the complex simpler, quicker ...

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Worldwide Contact Center Applications Software Forecast, 2021–2025: A Reset for Many

Jun 2021 | Market Forecast | Doc # US47912621

By: Mary WardleyProgram Vice President, Customer Care and CRM

This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2021 to 2025."The future of contact center is about innovation," says Mary Wardley, program VP, Customer Care and CRM. "CC...
Digital Transformation Plans — How Customer Satisfaction Fits Post-COVID-19

Jun 2021 | Tech Buyer Presentation | Doc # US47907021

By: Mary WardleyProgram Vice President, Customer Care and CRM

This IDC Tech Buyer Presentation provides insight into how enterprises are planning to pursue their investments in technology to improve customer satisfaction as part of a balanced investment strategy against other high-priority business in...
BT's Contact Center Portfolio: Expanding the Carrier's Role in Reaching Organizations

May 2021 | Market Note | Doc # EUR147638721

By: Oru MohiuddinResearch Manager, Mary WardleyProgram Vice President, Customer Care and CRM

This IDC Market Note analyzes BT's recent contact center enhancements discussed during a webinar in February 2021. "While BT is not new to contact center, it has recently amplified its portfolio to align with emerging market needs for enhan...

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Analyst Location

United States

Mary Wardley

IDC Links

Analyst Research

Salesforce Acquires Slack to Enable Collaboration Everywhere

Zoom to Acquire Five9; Expands to Contact Center

8x8 Announces Its Experience Communications as a Service (XCaaS) Strategy

Worldwide Contact Center Applications Software Forecast, 2021–2025: A Reset for Many

Digital Transformation Plans — How Customer Satisfaction Fits Post-COVID-19

BT's Contact Center Portfolio: Expanding the Carrier's Role in Reaching Organizations

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