Mary Wardley

IDC
Analysts
Current: Mary Wardley

Mary Wardley

Program Vice President, Customer Care and CRM

IDC Links
Analyst Research

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 ...
Khoros Rolls a Plethora of Features to Build a Digital-First Engagement Platform

Nov 2020 | IDC Link | Doc # lcUS47025020

By: Wayne KurtzmanResearch Director, Social and Collaboration, David WallaceResearch Director, Customer Intelligence and Analytics, Mary WardleyProgram Vice President, Customer Care and CRM

Khoros, the platform built from the merger of Lithium communities and Spredfast social media management and marketing, announced an array of new and useful features in its autumn 2020 release. These are designed to help brands improve human...
Avaya Momentum Continues

Aug 2020 | IDC Link | Doc # lcUS46783120

By: Rich CostelloSenior Research Analyst, Enterprise Communications Infrastructure, Unified Communications & Collaboration (UC&C), Mary WardleyProgram Vice President, Customer Care and CRM

On August 10, 2020, Avaya reported financial results for its third quarter ending June 30, 2020. Revenue for the quarter was reported at $721 million, an increase both sequentially and year over year.

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...
Cisco's New Contact Center Portfolio Caters to Market Needs

Apr 2021 | Market Note | Doc # EUR147639021

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

This IDC Market Note discusses Cisco's rebranded contact center solutions, which was first announced at WebexOne in December 2020. "Cisco has amplified its contact center portfolio through well-targeted enhancements to address emerging need...

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Analyst Location

United States

Mary Wardley

IDC Links

Analyst Research

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

Khoros Rolls a Plethora of Features to Build a Digital-First Engagement Platform

Avaya Momentum Continues

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

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

Cisco's New Contact Center Portfolio Caters to Market Needs

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