Mary Wardley

Program Vice President, Customer Care and CRM




By: 
Mary Wardley
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This IDC study presents the market size and 2021 contact center applications software revenue market shares by vendor. "The contact center market years of 2020 and 2021 were very much a story directed by the COVID-19 pandemic, in terms of t...
By: 
Mary Wardley
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This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2022 to 2026."Contact centers are moving into an innovation stage. While it is one of the last applications segments to fu...
By: 
Mary Wardley
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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 ...
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    Cloud Contact Center Vendor Profile - Genesys
    By:
    Mary Wardley
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    Topics:
    Software, Applications, Social business, COVID-19

    Planned for CY2022 Q3 Vendor Profile Tech Supplier

    Customer Service Wellness
    By:
    Mary Wardley
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    Topics:
    Big data, Cloud services, Big data infrastructure, Enterprise mobility, Cloud computing, Mobility, Technology buyer, Leadership transformation, Omni-experience transformation, Information transformation, Operating model transformation, WorkSource transformation

    Planned for CY2022 Q3 IDC Perspective Tech Buyer

    Customer Service and Support Solutions Taxonomy
    By:
    Mary Wardley
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    Topics:
    Software, Applications, Social business, COVID-19

    Planned for CY2022 Q3 Taxonomy Tech Supplier


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Analyst Location

United States



Coverage

Software



Regions

Worldwide, North America