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Sep 2017 - Market Forecast - Doc # US43009417

Worldwide Contact Center Applications Software Forecast, 2017–2021

By: Mary WardleyProgram Vice President, Loyalty and Customer Care


This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised data for the market over a 10-year period, with a 5-year forecast (2017–2021).

"Contact centers and their associated area of customer service operations are moving into the limelight due to the market focus on customer centricity and fueled by digital transformation efforts," says Mary Wardley, program VP, Customer Care and CRM. "IDC surveys consistently place 'an improved customer experience' at the top of the stated goals driving DX initiatives."



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