target audience: TECH SUPPLIER Publication date: Jul 2023 - Document type: Market Forecast - Doc Document number: # US51038823
Worldwide Contact Center Applications Software Forecast, 2023–2027: Crossing Over 50% into Cloud
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Abstract
This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2023 to 2027.
"As the world steps away from being in a global health pandemic, the software world is entering a new era of 'generative AI'–focused use cases and solutions, a leading use case being customer handling," says Mary Wardley, program VP, Customer Care and CRM at IDC. "The first wave of the technology will be seen in support of agents and in some limited self-service capabilities with controlled outcomes. Despite the excitement, organizations need to be watchful in deploying generative AI without oversight."