TECH SUPPLIER Jul 2019 - Market Share - Doc # US45366719

Worldwide Contact Center Applications Market Shares, 2018: Market Continues Its Evolution

By: Mary WardleyProgram Vice President, Loyalty and Customer Care


This IDC study examines the worldwide contact center applications market for 2016–2018. Revenue and market share of the leading vendors are provided for 2018.

"Digital transformation initiatives continue within the contact center environment," said Mary Wardley, VP, CRM Applications and Customer Experience. "As organizations move to platforms that enable them to take advantage of functionality that improves the customer experience. Within the contact center, this includes dedicated private cloud as well as public cloud offerings."



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