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TECH SUPPLIER Nov 2018 - Market Forecast - Doc # US44410918

Worldwide Customer Service Applications Software Forecast, 2018–2022: Market Will Near 80% Cloud by 2022

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

This IDC study provides an updated market sizing for the worldwide customer service 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 period (2018–2022).

"Customer service functions in combination with contact centers are at the forefront of customer handling in the digital economy," says Mary Wardley, program VP, Customer Care and CRM. "New channels of customer interaction including social, messaging, and communities are causing a shift in where customer activity occurs. Organizations are actively embracing these channels in concert with artificial intelligence–based functionality to create immediate and timely customer interactions."


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