target audience: TECH BUYER Publication date: Jun 2024 - Document type: IDC MarketScape - Doc Document number: # US52302923
IDC MarketScape: Worldwide Contact Center–as-a-Service Applications Software 2024 Vendor Assessment
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Abstract
This IDC study represents a vendor assessment of the contact center–as-a-service (CCaaS) applications software market through the IDC MarketScape model. This assessment discusses both quantitative and qualitative characteristics that provide guidance about CCaaS applications vendors and their offerings. This IDC MarketScape covers a variety of vendors participating in the CCaaS applications software market and focuses on applications that provided a wide variety of channels and analytics and AI-based capabilities. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and to one another, and it highlights the factors expected to be the most influential for success in the market in both the short term and the long term.
"Customer care functions in the contact center and broadly through the organization must have the tools and applications to scale to meet the needs of the modern customer," said Mary A. Wardley, program vice president, Customer Service and Contact Center Applications. IDC. "Cloud-based contact center applications have provided the foundation for integration and to scale operations, but data, insight, and history require AI-based analysis products. Generative, predictive, and conversational AI will become common components of the CCaaS environment."