Worldwide Customer Service Applications Software Forecast, 2024–2028: On Target to Achieve $33.8 Billion in 2028
This IDC study provides an updated market forecast for the worldwide customer service applications software market from 2024 to 2028."The customer service applications market has entered into a steady state of growth being helped by the incorporation of AI capabilities. While this is good for suppliers, end-user organizations are working through the new associated costs related to these initiatives," says Mary Wardley, program VP, Customer Service and Contact Center Applications at IDC. "IDC survey research data reveals that organizations are concerned about incorporating the cost of AI model building and software in their budgets."
IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Deployment Type
Geography
Market Context
Drivers and Inhibitors
Drivers
AI End-User Initiatives Exploratory
Growth of Geography and Flexibility
WFH Agents
Inhibitors
Inflation
Wars: Russia-Ukraine and Israel-Hamas
Significant Market Developments
Changes from Prior Forecast
Market Definition
Methodology
Historical and Forecast Market Values and Exchange Rates
Related Research
Research Assistance
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