By using this site, you agree to the IDC Privacy Policy

TECH SUPPLIER 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

Table of Contents

List of Attachments

IDC Market Forecast Figure

Figure: Worldwide Contact Center Applications Software Revenue Snapshot

Executive Summary

Advice for Technology Suppliers

Market Forecast

Table: Worldwide Contact Center Applications Software Revenue, 2017–2022: Current and Constant Currency ($M)

Figure: Worldwide Contact Center Applications Software Revenue Growth, 2017–2022: Current and Constant Currency

Table: Worldwide Contact Center Applications Software Revenue by On-Premise/Other Software and Public Cloud, 2017–2022 ($M)

Figure: Worldwide Contact Center Applications Software Revenue by On-Premise/Other Software and Public Cloud, 2017–2022

Table: Worldwide Contact Center Applications Software Revenue by Region, 2017–2022 ($M)

Figure: Worldwide Contact Center Applications Software Revenue by Region, 2017 and 2022

Market Context

Drivers and Inhibitors

Drivers

3rd Platform

Innovation Accelerators

Conversational AI Applications

Agent Requirements

Inhibitors

Channel/Interaction Increases

Significant Market Developments

Figure: Channels Supported and Penetration Within Channel

Changes from Prior Forecast

Table: Worldwide Contact Center Applications Software Revenue, 2013–2022: Comparison of September 2017 and October 2018 Forecasts ($M)

Figure: Worldwide Contact Center Applications Software Revenue in Current Currency, 2013–2022: Comparison of September 2017 and October 2018 Forecasts

Figure: Worldwide Contact Center Applications Software Revenue in Constant Currency, 2013–2022: Comparison of September 2017 and October 2018 Forecasts

Market Definition

Methodology

Historical and Forecast Market Values and Exchange Rates

Table: Exchange Rates, 2013–2022

Related Research

Content


Related Links