target audience: TECH SUPPLIER  Publication date: Jul 2022 - Document type: Market Share - Doc  Document number: # US49300422

Worldwide Contact Center Applications Software Market Shares, 2021: Public Cloud Surges

By:  Mary Wardley Loading


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This IDC study presents the market size and 2021 contact center applications software revenue market shares by vendor.

"The contact center market years of 2020 and 2021 were very much a story directed by the COVID-19 pandemic, in terms of the usage of cloud-based technologies," said Mary Wardley, program vice president, Customer Care and CRM at IDC. "2020 was a reactionary period while 2021 and on into 2022 is a story of building resiliency in operations and innovation in process."


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