target audience: TECH SUPPLIER Publication date: Jan 2024 - Document type: IDC Survey - Doc Document number: # US50637624
IDC Survey: Managed Customer Care Business Process Services — Contact Center Priorities, Challenges, and Expectations of Service Providers
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Abstract
This IDC Survey examines global organizations' contact center challenges, priorities, and outsourced functions. It also includes criteria used to shortlist a customer care business process service provider and for which capabilities they require the most support from a provider. For each of these areas, this document provides a perspective at the industry level.
Data depicted in this presentation comes from IDC's 2023 Worldwide Customer Care Business Process Services Survey, which was fielded from May to June 2023. This study surveyed over 700 global buyers and decision-makers of outsourced customer care business process services with a representation across industries, company sizes, IT/LOB roles, and job titles. Respondents were asked questions pertaining to customer care/contact center business priorities and challenges, captive/in-house versus outsourced operations, services adoption, spend and digital investments, omni-channel and cloud/SaaS adoption, CCaaS metrics, generative AI, the metaverse, and gig CX.