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 discussing the applicability within customer service and contact center," says Mary Wardley, program VP, Customer Service and Contact Center at IDC. "Copilots, summarization, and real-time transcription are just the tip of the iceberg of technologies coming from GenAI to benefit the contact center. The second wave will revolutionize business processes."
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
- AI End-User Initiatives Exploratory
- Growth of Geography and Flexibility
- WFH Agents
- Inhibitors
- Recession/Inflation
- On-Premises/Private Cloud Solutions
- Significant Market Developments
- Changes from Prior Forecast
- Market Definition
- Methodology
- Historical and Forecast Market Values and Exchange Rates
- Related Research
Research Assistance
Download our eBook: How to Succeed Using Market Research
Learn how to effectively navigate the market research process to help guide your organization on the journey to success.
Download eBook