Abstract

This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2021 to 2025.

"Customer service applications are undergoing a renaissance of use cases as organizations realize that customer 'service' technologies and processes have applicability outside of the traditional service and contact center environments," says Mary Wardley, program VP, Customer Care and CRM. "At the same time, traditional customer service processes are encountering the requirement to become part of a broader interaction cycle requiring increased integration to other systems both housing and accessing customer data."

Coverage