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TECH SUPPLIER Sep 2018 - Market Share - Doc # US43505618

Worldwide Contact Center Applications Market Shares, 2017: Cloud-Based Products Continue Slow Transition

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

This IDC study examines the worldwide contact center applications market for 2015–2017. Revenue and market share of the leading vendors are provided for 2017.

"Customer experience is a key motivator for many digital transformation initiatives. New customer models and reducing friction in communications are top priorities," said Mary Wardley, VP, CRM Applications and Customer Experience. "To enable these capabilities, a cloud-based platform is essential."


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