target audience: TECH BUYER Publication date: Dec 2020 - Document type: Tech Buyer Presentation - Doc Document number: # US47090420
IDC Contact Center Metrics Survey, 2020: Cloud in All Flavors, Serve Customers
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Abstract
The IDC Tech Buyer Presentation provides results from IDC's Contact Center Metrics Survey, which is conducted annually for five years. The 2020 survey focused on the current deployment models and future intentions for deployment models for contact center applications. The deployment models of focus were on premises, dedicated private–hosted, and public cloud-based applications.
The survey is intended to help technology leaders understand their peer group's deployment intentions and vendors with current insights into the use, adoption, and purchasing intentions of contact center leaders.