全球客戶服務應用軟體市場預測(2020年∼2024年):包含COVID-19的影響的更新版

具有預測能力和多通路策略分析的客戶服務應用程式使組織能夠在服務支援方面領先一步，這減少了客戶參與方面的摩擦，並在COVID-19主導的環境中幫助滿足客戶不斷成長的需求。

本報告提供全球客戶服務應用軟體市場相關調查分析，包含對市場的COVID-19的影響，對技術供應商的建議，最新的市場預測，市場趨勢等系統性資訊。

IDC的市場預測圖

摘要整理

• COVID-19中的預測

對技術供應商的建議

市場預測

市場情形

• 成長要素及阻礙因素
  • 成長要素
    • 雲端:公共雲端和專用私有雲端
    • AI技術
    • 工作流程
  • 阻礙因素
    • 全球供應鏈的混亂
• 主要的市場趨勢
• 上次預測後的變更點

市場定義

調查方法

• 過去及預測的市場價值與匯率

相關調查

This IDC study provides an updated market sizing for the worldwide customer service 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 five years (2020-2024)."Customer service applications with analytics with predictive capabilities and multichannel strategies are allowing organizations to get one step ahead in their servicing responses," says Mary Wardley, program VP, Customer Care and CRM at IDC. "This reduces the friction in customer engagement and is helping meet the increased needs of customers in a COVID-19-driven environment."

IDC Market Forecast Figure

Executive Summary

• Forecasting During COVID-19

Advice for Technology Suppliers

Market Forecast

Market Context

• Drivers and Inhibitors
  • Drivers
    • Cloud - Public Cloud and Dedicated Private Cloud
    • AI Technologies
    • Workflows
  • Inhibitors
    • Global Supply Chain Disruption
• Significant Market Developments
• Changes from Prior Forecast

Market Definition

Methodology

• Historical and Forecast Market Values and Exchange Rates

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