Customer Service and Contact Center Applications

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Meet the Experts

Photo of Mary Wardley
Mary Wardley

Program Vice President, Customer Care and CRM



Markets and Subjects Analyzed


  • Customer experience (CX) across the customer journey
  • Emerging AI functionality for customer care use cases
  • End-user functionality investment priorities and plans for generative AI
  • Customer service applications
  • Contact center applications — CCaaS and on premises
  • Workforce optimization/management applications

Core Research


  • Customer Service Applications Market Shares and Forecast
  • Contact Center Applications Market Shares and Forecast — CCaaS and On-Premises
  • AI-Based Technologies, Conversational AI, Predictive AI, and Generative AI in Customer Care Applications
  • Workforce Optimization in the Contact Center
  • Customer Experience End-User Study
  • Competitive Analysis of Cloud Contact Center Leaders
  • Competitive Analysis of Customer Service Leaders
  • Global Investment Plans from IDC's Ongoing Future Enterprise Resiliency and Spending (FERS) Survey Initiative

In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.


Key Questions Answered


  1. What are end-user organizations' plans to add AI-based technologies, including generative AI, into customer care environments? What are the use cases driving AI in customer care?
  2. What are the fundamental components of the customer experience?
  3. How is WFH impacting workforce engagement solutions?
  4. What is the market size and five-year forecast for customer service applications, and who are the major players?
  5. Who are the leading providers of contact center applications?

Companies Covered