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- Current: IDC Market Glance: Contact Center, 1Q23
target audience: TECH SUPPLIER Publication date: Mar 2023 - Document type: Market Presentation - Doc Document number: # US50464823
IDC Market Glance: Contact Center, 1Q23
By: Mary Wardley Loading
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Abstract
This IDC Market Glance provides a glimpse of the current makeup of the contact center applications market landscape, including the segments and structure of the market. Contact center applications is a part of the overall customer experience (CX) market with a primary focus on the applications that provide the infrastructure that enables organizations to route calls, match callers with appropriate agents, provide history, and track, analyze, and predict customer requirements and propensity for specific needs and behaviors. The breadth of contact center applications also manages, optimizes, trains, and schedules agents against anticipated interaction requirements across channels. The addition of artificial intelligence (AI) for insights from customer data, derived from history and in real time, enables an organization's contact center to provide a frictionless customer experience targeted at delivering an empathetic response.
Coverage
Subscriptions Covered
Customer Service and Contact Center Applications
Companies Covered
- Sharpen Technologies Inc.
- Balto Software Inc.
- Genpact Ltd.
- Atos SE
- Tech Mahindra Limited
- LiveChat Inc.
- Alibaba Group Holding Limited
- Five9 Inc.
- Xenialab s.r.l.
- Bright Pattern Inc.
- Google LLC
- RealWear Inc.
- RingCentral, Inc.
- Puzzel Ltd
- HubSpot Inc.
- TeamSupport LLC
- ServiceMax, Inc.
- 8x8 Inc.
- Microsoft Corporation
- Planhat AB
- Chorus Ltd.
- Sprinklr Inc.
- Lifesize Inc.
- DXC Technology Co.
- Optimove Inc.
- Treasure Data Inc.
- Gainsight Inc.
- The Ultimate Software Group, Inc.
- Amazon Web Services Inc.
- Creatio
- Verizon Communications, Inc.
- Intermedia.net Inc.
- Syncron AB
- Gryphon Networks Corp.
- Dialpad, Inc.
- LivePerson Inc.
- Khoros LLC
- SAP SE
- CSG Systems International, Inc.
- Accruent LLC
- Cresta Intelligence Inc.
- Freshworks Inc.
- IFS AB
- Tealium Inc.
- HCL Technologies Limited
- Ameyo Pvt Ltd
- Twilio, Inc.
- UJET, Inc.
- Vuzix Corporation
- Avaya Inc.
- BlueConic Inc.
- Meltwater Group
- Medallia Inc.
- Bain & Company, Inc.
- ClientSuccess, Inc.
- Quantum Metric Inc.
- Adobe Systems Inc.
- InMoment Inc.
- KPMG International
- Intercom Systems Inc.
- GoTo
- Gong.io Inc.
- Oneserve Ltd.
- Bloomreach, Inc.
- IBM
- Nextiva, Inc.
- Gridspace, Inc.
- BT Group plc
- Sprout Social, Inc.
- Pegasystems Inc.
- Amperity Inc.
- Catalyst Inc
- Epicor Software Corporation
- Wipro Limited
- KloudGin Inc.
- Cognizant Technology Solutions Corporation
- Hootsuite Media Inc.
- Almawave S.p.A.
- Aircall.io Inc.
- IPsoft Incorporated
- Infor Inc.
- Amplitude Inc.
- Vonage Holdings Corp.
- PricewaterhouseCoopers LLP
- CGS International Inc.
- Lumen Technologies
- Calabrio Inc.
- Totango Inc.
- Genesys Telecommunications Laboratories, Inc.
- Custify SRL
- Oracle Corporation
- Accenture plc
- ServiceNow, Inc.
- McKinsey & Company
- FieldAware Group Ltd.
- Zeta Global Ltd.
- SightCall Inc
- Kore.ai, Inc.
- OverIT S.p.A.
- Qualtrics, LLC
- Cisco Systems Inc.
- ABB Ltd.
- Content Guru Ltd
- Uniphore Technologies Inc.
- Insider
- AT&T Inc.
- Hitachi Vantara LLC
- Infosys Limited
- Forsta AS
- Deloitte LLP
- TCN Inc.
- Salesforce, Inc.
- Unify Inc.
- SugarCRM Inc.
- CareAR, Inc.
- Zoom Video Communications Inc.
- Vitally, Inc.
- Capgemini Services SAS
- Playvox
- LiveVox Inc.
- Unmetric Inc.
- Concentrix Corporation
- Content Square SAS
- Zoho Corporation Pvt. Ltd.
- Amdocs Limited
- Alvaria Inc.
- Talkdesk Inc.
- Journey.ai, Inc.
- Redpoint Global Inc.
- Zendesk Inc.
- CallMiner Inc.
- Tata Consultancy Services Limited
- Ernst & Young Global Limited
- FLS GmbH
- Emplify Inc.
- Invoca Inc.
- ChurnZero Inc.
- ServicePower Technologies Ltd.
- WNS Inc.
- NICE Ltd.
- Epsilon Data Management LLC
- Conversica Inc.
- Verint Systems Inc.
- Enghouse Interactive Inc.
Regions Covered
Topics Covered
Customer relationship management applications