TECH SUPPLIER Jul 2020 - Market Share - Doc # US46734020

Worldwide Contact Center Applications Software Market Shares, 2019: Before Everything Changed

By: Mary WardleyProgram Vice President, Customer Care and CRM


This IDC study presents estimated 2019 contact center applications software revenue market shares in a total market valued at approximately $9.3 billion.

"COVID-19 has radically changed the priority lists of contact center leaders as they cope with both shoring up existing infrastructure and evaluating the best effective investments to become proactive in the most challenging of circumstances," said Mary Wardley, program vice president, Customer Care and CRM. "The agent experience is going to move to the top of that list as personnel issues — both support and oversight — will come to the fore."



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