target audience: TECH BUYER Publication date: Oct 2023 - Document type: Tech Buyer Presentation - Doc Document number: # US51316523
2023 State of CCaaS in Business Process Services: Trended Adoption and Essential Aspects of Managed Services Offerings in Partner Selection
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Abstract
This IDC Tech Buyer Presentation examines the critical aspects of managed service offerings when selecting a CCaaS partner, preferred CCaaS solution features and the specific type of partner preferred by buyers and decision makers of customer care managed services (software company, full-service outsourcer, etc.). It also highlights CCaaS adoption (2021 versus 2023) from a country and industry perspective. This presentation does not include any data or analysis of CCaaS software providers but rather examines CCaaS preferences among buyers and decisions makers of outsourced customer care business process services.
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 decisions makers of outsourced customer care business process services with a representation across industries, company sizes, and 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.