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IDC MarketScape: 中国AI赋能的联络中心2025年厂商评估

Kai Cui — Sun, 16 Nov 2025 05:00:00 GMT

本IDC研究报告显示，自2023年以来，中国联络中心市场因生成式AI和大语言模型的突破，正经历深度重构。AI技术推动联络中心从“流程驱动”向“智能驱动”转型，企业对客户服务的期望不断提升，联络中心已成为客户经营和组织治理的重要入口。报告系统梳理了主流厂商在产品能力、AI应用深度、技术路线和生态成熟度等方面的表现，指出“AI赋能+云原生+本地合规”将成为下一代智能联络中心的核心支柱。未来，企业在选型时需关注平台的成长性、协同性和治理性，选择能够与自身业务共同成长的战略型合作伙伴，以在技术变革和市场竞争中占据主动。

“AI技术正在重塑联络中心的价值边界，从传统的服务响应单元，升级为企业客户经营和数字化转型的核心枢纽。未来三到五年，谁能在AI能力、云原生架构和本地合规之间实现最佳平衡，谁就能推动智能联络中心的创新浪潮。企业在选型时，不仅要关注技术优势，更要看厂商的战略眼光和生态整合能力，唯有如此，才能在激烈的市场竞争中实现长期协同与持续成长。”——IDC中国联络中心市场助理研究总监崔凯表示。

2025 U.S. Consumer Mobile Services Survey Highlights — Trends in Mobile Services

Pahul Singh, Jitesh Bhayani — Fri, 14 Nov 2025 05:00:00 GMT

This IDC Survey provides perspectives on consumer sentiment toward, and buying trends around, mobile services from IDC's 2025 U.S. Consumer Communications and Mobile Services Survey. This survey was completed in September 2025 and covers the perspectives of 2,000 respondents from a variety of demographic and socioeconomic backgrounds. The survey includes insights on mobile subscribers' preferences for data usage and carrier satisfaction. The purpose of this survey is to provide a view into the consumer mindset when thinking about mobile services and aid in identifying the factors that influence the choices for provider selection by U.S. consumer mobile subscribers.

Redefining B2B Tech Buying: The Rise of Digital and AI and the Changing Role of Human Touch

Laurie Buczek — Fri, 14 Nov 2025 05:00:00 GMT

This IDC Survey presents results from IDC's 2025 B2B Tech Buyer Behavior Survey. The results reveal a decisive shift toward digital-first purchasing, with 71% of buyers now favoring digital channels over traditional sales engagement. AI-driven tools and omni-channel experiences are reshaping the buyer journey, while customer experience and a vendor's cultural and values alignment with accounts have emerged as top shifts in how companies buy. The survey provides actionable insights for marketers and sellers to adapt strategies, prioritize AI, and engage partners as key influencers in the buying process.

"B2B tech buyers have crossed the digital threshold — AI and omni-channel engagement are no longer optional but essential for building trust and driving growth in today's market," states Laurie Buczek, group vice president, Executive Insights, CMO Advisory Service at IDC.

Conga Connection EMEA 2025: Platform Transformation and Customer Co‑Innovation Underpin AI Strategy

Mark Casidsid — Tue, 11 Nov 2025 05:00:00 GMT

This IDC Market Note discusses the main takeaways from the Conga Connection EMEA event held in October 2025. It outlines key strategy and product updates and provides IDC's analysis of Conga's ongoing initiatives, its recent acquisition of PROS' B2B business, and announcements from the event.

Qualcomm's Fiscal 4Q25 Earnings Show That Qualcomm Continues to Narrow the Time Frame Between Short-Term Risks and Long-Term Growth

Phil Solis — Mon, 10 Nov 2025 05:00:00 GMT

Qualcomm announced its fiscal 4Q25 earnings on November 5, 2025. Qualcomm reported $11.3 billion in revenue, up 10% year over year (YoY). QTL (licenses) revenue was $1.4 billion, down 7% year over year. QTC (mostly semiconductor) revenue was $9.8 billion, up 13% year over year. QTC is made up of the following segments: handsets ($7.0 billion, +14% YoY), automotive ($1.1 billion, +17% YoY), and the everything else catch all IoT segment ($1.8 billion, +7%). Qualcomm has been facing many strong headwinds for years, and despite this the company has managed to continue to grow. It has staved off some seemingly inevitable losses of revenue so much so that it is closing the gap between near-term losses of business and long-term growth.

Tablet Market Levels Off in 3Q 2025 Following Six Quarters of Growth Driven by Replacement Demand, according to IDC

Mon, 10 Nov 2025 05:00:00 GMT

NEEDHAM, Mass., November 10, 2025 – Worldwide tablet shipments declined 4.4% year-over-year in the third quarter of 2025 (3Q25), totaling 38 million units, according to data from the International Data Corporation (IDC) Worldwide Quarterly Personal Computing Device Tracker . Following six consecutive quarters marked by several product refreshes and a replacement cycle upswing, the tablet market began to show signs of cooling. Elevated inventory levels carried over from first half of 2025 — partly due to precautionary stockpiling amid tariff concerns-further weighed on sales during the quarter. Demand remained steady in emerging markets where education initiatives, government digitization programs and smartphone vendors expanding their tablet offerings continue to drive shipment volumes.

CX Technology Investments and Key Trends Shaping the European Omni-Channel Retail Landscape: Key Insights from IDC's 2025 Retail Technologies and Business Process Trends Survey

Ornella Urso — Sat, 08 Nov 2025 05:00:00 GMT

This IDC Tech Buyer Presentation highlights results from IDC's 2025 Retail Technologies and Business Process Trends Survey. European retail businesses are facing complexity and convergence: consumers demand personalized, seamless experiences, supply networks are more interdependent than ever, and competitive differentiation hinges on speed, trust, and relevance. IDC's 2025 Retail Technologies and Business Processes Trends Survey shows that visibility has transformed from being a back-office enabler into the foundation of customer engagement, loyalty, and growth.

"Expanded visibility is also redefining loyalty. Shoppers no longer bond with brands through transactional rewards; instead, they seek experiences that reflect their aspirations, values, and sense of identity. This requires a strategic shift in retail CX strategy, where personalization becomes a trusted, ongoing relationship rather than a one-off tactic — a shift made possible by visibility that links back-end dynamics with front-end engagement," said Ornella Urso, research director, IDC Retail Insights.

Beyond Revenue: Why Telecom's Future Depends on Profitability

Masarra Mohamed — Fri, 07 Nov 2025 05:00:00 GMT

Amdocs Executive Analyst Summit 2025: AI, Agents, and the Market of One (IDC #lcUS53847425, October 2025)
Investigating a New Revenue Frontier for European Telcos: AI Factories (IDC #EUR153773025, September 2025)
The Role of AI in Mobile Monetization (IDC #EUR153701425, August 2025)
AI-Powered Transformation and Use Cases for the Telco and Vendor Ecosystem in the META Region (IDC #META52916525, July 2025)
Telecom Operators Supporting AI as a Service to Drive Business Transformation (IDC #US53341325, May 2025)

This IDC Market Note reflects on telecom operators' whole business and argues that they must shift focus from revenue growth (ARPU) to profitability (AMPU) to thrive in a saturated, commoditized market. Success hinges on granular margin visibility, customer-centric value creation, strategic use of AI, and ecosystem partnerships. Operators that evolve beyond selling connectivity to deliver differentiated outcomes and collaborating across the value chain will secure sustainable profits and relevance, while those clinging to legacy models risk margin erosion and irrelevance.

"The transformation from telco to techco should not focus solely on top-line growth, particularly if it erodes EBITDA margins. Instead, the shift must deliver higher-margin outcomes by simplifying operations, eliminating duplication, and leveraging automation to drive efficiency from within. Only then can telcos become true digital partners, able to share these capabilities and support their enterprise clients on their own digital transformation journeys," said Masarra Mohamed, senior research analyst, IDC.

Google Releases AP2 as a Building Block for Secure, Auditable Agentic Commerce Transactions

Heather Hershey, Aaron Press, Margot Juros — Wed, 05 Nov 2025 05:00:00 GMT

This IDC Market Note looks at Google's release of Agent Payment Protocol (AP2) as a building block for secure, auditable agentic commerce transactions. Agentic AI is beginning to erode the core assumptions of digital commerce by removing the traditional reliance on user-driven authorization, authenticity, and accountability. Google's AP2 seeks to address this shift by introducing mandates (cryptographically signed instructions that let users or their agents execute transactions under specified conditions). AP2 raises new questions about fraud, liability, token management, and compliance, requiring banks and merchants to adapt processes for agent-initiated transactions across diverse payment schemes. For retailers, the opportunity lies in agentic shopping experiences that enhance discovery, but agent-driven payments risk disrupting end-to-end customer journeys and loyalty strategies.

Apple Fiscal 4Q25: Record Revenue, Strong iPhone and Services Performance, But Lingering Doubts About AI

Tom Mainelli — Tue, 04 Nov 2025 05:00:00 GMT

On October 30, 2025, Apple announced its fiscal fourth-quarter results, reporting revenue of $102.5 billion, a 8% year-over-year (YoY) increase and a record for the quarter. Earnings per share rose 13% YoY to $1.85 on an adjusted basis. For the full fiscal year, Apple delivered $416 billion in revenue, its highest ever.