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 software world is entering a new era of 'generative AI'–focused use cases and solutions, a leading use case being customer handling," says Mary Wardley, program VP, Customer Care and CRM at IDC. "The first wave of the technology will be seen in support of agents and in some limited self-service capabilities with controlled outcomes. Despite the excitement, organizations need to be watchful in deploying generative AI without oversight."
Please Note: Extended description available upon request.
- IDC Market Forecast Figure
- Executive Summary
- Advice for Technology Suppliers
- Market Forecast
- Market Context
- Drivers and Inhibitors
- Drivers
- COVID-19 Recovery
- Unemployment/Job Creation — Automation and Innovation
- AI and Generative AI Technologies
- Inhibitors
- Inflation
- The Russia-Ukraine War
- Significant Market Developments
- Changes from Prior Forecast
- Market Definition
- Methodology
- Historical and Forecast Market Values and Exchange Rates
- Related Research
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