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Feb 2016 - IDC MarketScape - Doc # US40732515

IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment

Author: Mary Wardley
Program Vice President, Loyalty and Customer Care

Abstract

This IDC study presents a vendor assessment of the hosted and cloud contact center services market through the IDC MarketScape model. The assessment discusses both quantitative and qualitative characteristics that explain success in this market. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and highlights the factors expected to be the most influential for success in the market in both the short term and the long term.

"Customer centricity is a driving force in organizations seeking differentiation in markets increasingly separated from face-to-face interactions such as social media, digital commerce, and other online activities," says Mary Wardley, research vice president, CRM Applications and Customer Experience at IDC. "The buyers of hosted and cloud-based contact center products have an opportunity to rapidly deploy technologies that directly impact their customer-handling models to achieve the required market differentiation through service."

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