TECH SUPPLIER Sep 2019 - Market Share - Doc # US45448519

Worldwide Customer Service Applications Market Shares, 2018: Salesforce Leads with $3.5 Billion in Market

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

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

"Despite years of investment in customer service environments in terms of technology and process improvements, customer service applications are at a critical stage of requiring upgrades to ensure contextual handling of customer interactions. AI in particular being added to the environment is precipitating a review of content and processes." — Mary Wardley, program VP, Customer Care and CRM


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