市場調查報告書

全球聯絡中心應用軟件市場預測(2020-2024):COVID-19的影響

Worldwide Contact Center Applications Software Forecast, 2020-2024: COVID-19 Impact

出版商 IDC 商品編碼 947171
出版日期 內容資訊 英文 14 Pages
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全球聯絡中心應用軟件市場預測(2020-2024):COVID-19的影響 Worldwide Contact Center Applications Software Forecast, 2020-2024: COVID-19 Impact
出版日期: 2020年06月30日內容資訊: 英文 14 Pages
簡介

IDC客戶服務和CRM計劃副總裁瑪麗沃德利(Mary Wardley)說:"借助COVID-19,許多組織將在幾年前擴展其數字化轉型計劃,以數字方式應對危機。對於許多組織而言,聯絡中心創新一直位居榜首,為客戶提供服務並保持亮燈狀態,使組織可以更快地交付公共和專用私有雲解決方案。我們現在正在做出選擇,並決定遷移到雲。"

該報告調查和分析了全球聯絡中心應用軟件市場,並提供了系統的信息,例如向技術供應商的建議,最新的市場預測和市場趨勢。

IDC市場預測圖

執行摘要

  • COVID-19中的預測

對技術供應商的建議

市場預測

市場情況

  • 增長因素和障礙
    • 生長因子
      • 基於雲的基於服務的聯絡中心(CCaaS)和專用私人主機
      • WFM/WFO/質量保證
      • 人工智能技術
    • 抑制因素
      • 全球供應鏈中斷
  • 主要市場趨勢
  • 與之前的預測相比發生的變化

市場定義

調查方法

  • 過去和預測的市場價值和匯率

相關調查

目錄
Product Code: US46610520

This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised forecast over a 10-year period and including consideration for the impact of COVID-19 for the market over the next 5 years (2020-2024)."COVID-19 pushed the digital transformation initiatives for many organizations ahead by two to three years in order to respond digitally to the crisis," says Mary Wardley, program VP, Customer Care and CRM at IDC. "Contact center renovations moved to the top of the list for many organizations in order to respond to customers and keep the lights on, causing organizations to make 'move to the cloud' decisions more rapidly choosing both public and dedicated private cloud solutions."

IDC Market Forecast Figure

Executive Summary

  • Forecasting During COVID-19

Advice for Technology Suppliers

Market Forecast

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Cloud - CCaaS and Dedicated Private Hosted
      • WFM/WFO/Quality Assurance
      • AI Technologies
    • Inhibitors
      • Global Supply Chain Disruption
  • Significant Market Developments
  • Changes from Prior Forecast

Market Definition

Methodology

  • Historical and Forecast Market Values and Exchange Rates

Related Research