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Mar 2016 - IDC TechScape - Doc # US40184416

IDC TechScape: Worldwide Omni-Channel Customer Engagement and Communication Management Technologies, 2016

Author: Terry Frazier
Research Director, Content Technologies and Document Workflow

Abstract

This IDC study provides a systematic assessment of technologies related to the development, deployment, analysis, and ongoing use of omni-channel communications for customer engagement. The IDC TechScape is an evaluation based on a comprehensive framework and a set of parameters that assess vendors relative to one another and to those factors expected to be most conducive to success in a given market during the short and long term.

According to Terry Frazier, research director and lead analyst for IDC's Customer Engagement: Document Technologies and Services research, "The fundamentals of how businesses communicate with customers are changing rapidly in response to shifts in both technology and customer expectations. In this IDC TechScape, we identify the key technologies underlying this transformation, examine the relative impact of technologies, and offer insight into how technologies should be deployed and how IT buyers with different appetites for risk should approach them. Clients can use this study to build a more effective road map to the future of how customers and the enterprise will interact."

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