Category: Call Centers
Call Centers market research reports by IDC
-
Orange Business Adds Value to UC&C and Contact Centers with Extra Layers of Services
Orange Business Adds Value to UC&C and Contact Centers with Extra Layers of Services Orange Business is enhancing its UC&C and contact center services to meet modern business needs by integrating these solutions into broader digital transformation processes. Leveraging connectivity, cloud, and c ... Read More
-
Verint Analyst Days 2024: Customer Momentum Highlights for Purpose-Built Contact Center Bots and the Open CCaaS Platform
Verint Analyst Days 2024: Customer Momentum Highlights for Purpose-Built Contact Center Bots and the Open CCaaS Platform This IDC Market Note highlights key takeaways from Verint's Analyst Days 2024, focusing on the company's momentum in the contact center market through Verint's Open CCaaS platfor ... Read More
-
IDC PlanScape: CPaaS to Optimize Marketing
IDC PlanScape: CPaaS to Optimize Marketing In essence, businesses must be quick to respond to potential buyers and smart in how they address their target audiences and how they keep them as satisfied and loyal customers. This calls for technology that is also easy to implement and scale (especially ... Read More
-
Worldwide Contact Center Applications Software Forecast, 2024–2028: $12.5 Billion in Revenue and Growing Strong
Worldwide Contact Center Applications Software Forecast, 2024–2028: $12.5 Billion in Revenue and Growing Strong This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2024 to 2028."It's difficult to discuss use cases for GenAI without di ... Read More
-
Worldwide Contact Center Applications Software Market Shares, 2023: It's a Cloud World
Worldwide Contact Center Applications Software Market Shares, 2023: It's a Cloud World This IDC study presents the worldwide contact center applications software market size and 2023 revenue market shares by vendor."The market year 2023 was the year that began the 'race to embrace' generative AI tec ... Read More
-
Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS
Enterprise Connect 2024: AI's Level Up for Collaboration, UCaaS, and CCaaS This IDC Market Perspective analyzes the key announcements made from collaboration and contact-center-as-a-service (CCaaS) vendors and their impact on the market at the Enterprise Connect 2024 conference and expo, which was h ... Read More
-
Contact Center Modernization: Crucial in the Age of Instant Gratification
Contact Center Modernization: Crucial in the Age of Instant Gratification This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/a ... Read More
-
Artificial Intelligence in Telecommunications — Episode AI: A New Hope
Artificial Intelligence in Telecommunications — Episode AI: A New Hope This IDC Market Perspective presents AI use cases across those telecom operating domains from around the world to provide insights to Canadian telecom service providers on the opportunities to be had from further investments in A ... Read More
-
IDC PeerScape: Practices to Optimize Omni-Channel Order Orchestration and Fulfillment
IDC PeerScape: Practices to Optimize Omni-Channel Order Orchestration and Fulfillment This IDC PeerScape is part 2 of a two-part series that aims to home in on specific practices that retailers can enable through improved processes and technology to improve customer experience, profitability, and su ... Read More
-
Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments
Unlocking the Potential of Generative AI in Customer Care Services: Use Cases, Buyer Expectations, and Service Provider Investments This IDC Perspective looks at the use of generative AI in customer care business process services. This includes an assessment of use cases/applications, perceived ben ... Read More
-
European Contact Center Forecast, 2022–2027
European Contact Center Forecast, 2022–2027 This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications. It also contains breakdowns by key geography. It outlines major market trends and provides recommendations for market players."Suc ... Read More
-
Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud
Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2023 to 2027."As the world steps away from being in a global health pandemic, the sof ... Read More
-
Worldwide Contact Center Applications Software Market Shares, 2022: CCaaS Turns the Heat Up
Worldwide Contact Center Applications Software Market Shares, 2022: CCaaS Turns the Heat Up This IDC study presents the worldwide contact center applications software market size and 2022 revenue market shares by vendor."The public cloud, or CCaaS, portion of the contact center market has officially ... Read More
-
European Contact Center Market Shares, 2022: Vendors Shaping 2022
European Contact Center Market Shares, 2022: Vendors Shaping 2022 The IDC Market Share study examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovations. "Contact center is a very dynamic space that can e ... Read More
-
Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX
Worldwide Customer Data Platform Market Shares, 2021: Stellar CDP Growth Proves Value of Unified Data for CX This IDC study presents the market shares of the top vendors in the worldwide customer data platform (CDP) market valued at $2.2 billion in 2021."The global transition to digital-first or dig ... Read More
-
Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges
Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges This IDC study presents the market size and 2021 contact center applications software revenue market shares by vendor. "The contact center market years of 2020 and 2021 were very much a story directed by the COVI ... Read More
-
Worldwide Contact Center Applications Software Forecast, 2022–2026: The Transition Continues
Worldwide Contact Center Applications Software Forecast, 2022–2026: The Transition Continues This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2022 to 2026."Contact centers are moving into an innovation stage. While it is one of the ... Read More
-
IDC Perspective: Benchmarks for Contact Center Key Performance Indicators
IDC Perspective: Benchmarks for Contact Center Key Performance Indicators This IDC Perspective draws from multiple IDC data sources to shed light on essential contact center key performance indicators (KPIs) and benchmarks."Tracking standard contact center KPIs that align with your business goals is ... Read More
-
8x8 Industry Analyst Event — March 2022
8x8 Industry Analyst Event — March 2022 This IDC Market Note examines key points raised in 8x8's two-day analyst event, held online on March 16 and 17, 2022. The event provided a detailed overview of 8x8's contact center improvements and plans regarding its Experience Communication as a Service (XCa ... Read More
-
Mitel Focuses on Modernizing UC that Goes Beyond UCaaS
Mitel Focuses on Modernizing UC that Goes Beyond UCaaS This IDC Market Note discusses key highlights of the Mitel analyst event held on March 9, 2022. The event, which marked the vendor's first after a long hiatus, showcased three key presentations followed by a question-and-answer session. The key ... Read More
Research Assistance
