target audience: TECH SUPPLIER Publication date: May 2024 - Document type: IDC Survey - Doc Document number: # US50637824
IDC Survey: What Share of Inbound Contact Center Interactions Are Still Addressed by Voice and Email?
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Abstract
This IDC Survey looks at how the volume of inbound contact center interactions coming from voice/phone and email has changed from 2021 to 2023. It also provides insights on the channels global organizations plan to invest in over the next one to three years by company size and industry.
This IDC Survey is based on data from IDC's 2023 Worldwide Customer Care Business Process Services Survey, which was fielded in May and June 2023. This study surveyed over 700 global buyers and decisions-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, metaverse, and gig CX.