Last year, many organizations played a memorable role in supporting their customers through service and contact center functions. And the mindset of the market has shifted as this rapid transformation continues.

In this report, Mary Wardley, Program Vice President, Customer Care and CRM at IDC, explains that “Digital transformation initiatives are in full swing as organizations move forward with lessons learned through the events of 2020.” As evidence, the contact center market growth rate nearly doubled from 2019 to 2020.

This IDC market share report for insights on:

  • Global contact center software market size, share and growth over the last three years
  • The role digital technologies can play when paired with the right channel and techniques
  • Revenue share standings for top contact center application software vendors
  • Who shaped the year within the contact center market

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