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...
Worldwide Contact Center Applications Software Forecast, 2022–2026: The Transition Continues
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...
Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication
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 ...
Cloud Contact Center Vendor Profile - Genesys
Customer Service Wellness
Customer Service and Support Solutions Taxonomy
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