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
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Abstract
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."