This IDC study provides vendor revenue and market share positioning for the customer service and contact center applications market for 2003. Historical 2001 and 2002 revenue is provided for context and comparative purposes.

Readers of this study will learn the degree of market concentration and market trends and their impact on the largest vendors. Suppliers with complementary products will be especially interested in the impact that this market has on their own opportunities.

"Although multichannel contact centers are not yet pervasive, the evolution continues. New technologies supporting mobility, hosted applications, and analytics will fuel the next stage of service applications." ? Mary Wardley, VP, CRM Applications