By using this site, you agree to the IDC Privacy Policy

Customer Relationship Management (CRM) Team

Mary Wardley

Program Vice President, Loyalty and Customer Care

Marianne Kolding

Vice President, European Services

Vladimír Kroa

Associate Vice President, IT Services , CEMA

New Research

This IDC Survey Spotlight examines the anticipated changes to agent numbers in contact centers around the world over the three-year time period 2018-2020. IDC conducted the Global Contact Center Metric Survey in February 2018 and surveyed 4...
This IDC Survey Spotlight examines the work streams that are conducted within a contact center. IDC conducted the Global Contact Center Metric Survey in February 2018 and surveyed 400 contact center leaders in North America, EMEA, Asia/Paci...
This IDC Market Note discusses the Avaya ENGAGE 2018 event held for clients, partners, and industry analysts in New Orleans, Louisiana. It summarizes IDC's opinion on ENGAGE 2018 (e.g., IDC thinks Avaya said all the right things and made a ...
The New Superpowers of Conversational AI

Feb 2018 - Event Proceeding - Doc # DR2018_T4_MW

by: Mary Wardley

These event proceedings were presented at the IDC Directions conferences in Santa Clara and Boston in February and March 2018.Artificial intelligence (AI) has rapidly caught the imaginations of organizations as the next holy grail for impro...
The key message of the IBM Global Services event in Europe in November 2017 was that business transformation and technology transformation are deeply intertwined, and there is a need to unify GBS and GTS — technology capabilities without th...
This presentation looks at key events in 4Q17, providing an outsourcing update and IDC's European services predictions for 2018. It was presented to client audiences in January and February 2018.
This IDC Presentation outlines a regional view of the IDC's FutureScape worldwide services for 2018. This IDC FutureScape identifies the 10 most impactful predictions that will shape IT services buyers' road maps in the next three years. Ea...
This IDC Presentation predicts 10 key developments in the tech world in the European region for 2018 and beyond. The 2018 IDC FutureScape for the European ICT industry identifies 10 strategic IT industry shifts executives need to understand...
WFO capabilities will become increasingly important as contact centers and the nature of customer interactions evolve. The contact center of the future is one in which personnel are valued for their expertise and are retained for their valu...
This IDC Perspective provides an overview on conversational AI interfaces and the platforms used to build these interfaces as well as guidance for organizations considering these tools. "Conversational interfaces are being increasingly used...