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Oct 2018 - Market Forecast - Doc # US43505518

Worldwide Contact Center Applications Software Forecast, 2018–2022: Cloud Reaching 50% by 2022

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised forecast for the market over a 10-year period, with a 5-year forecast (2018–2022).

"Customer interactions in their entirety are being reevaluated for their contribution to the overall customer experience," says Mary Wardley, program VP, Customer Care and CRM. "Within digital transformation initiatives, building a differentiated customer experience through channel integration and contextual responses will be the leading requirements for contact center renovations over the next three years."


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