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TECH SUPPLIER Jun 2019 - Market Forecast - Doc # US45124119

Worldwide Contact Center Applications Software Forecast, 2019–2023: Market Gaining Small Traction with Cloud

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 five-year forecast (2019–2023).

"Digital transformation for the purposes of customer experience remains at the top of the strategic initiative list," says Mary Wardley, program VP, Customer Care and CRM. "These transformations, however, require a broad set of internal groups, communications, and strict goal setting. Organizations need to heed the advice of contact center leaders and think of the customer handling leaders as helping lead these strategies and not merely as delivery mechanisms."


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