Worldwide Customer Service and Contact Center Applications 2004-2008 Forecast:

Worldwide Customer Service and Contact Center Applications 2004-2008 Forecast

Product Type: Market Research Report
Published by: IDC
Published: May 2004
Product Code: R104-15684

Description

This IDC study charts the growth of the worldwide customer service and contact center applications software markets in 2003 and forecasts the growth of this market through 2008.

Readers of this study will learn the trajectory of recovery for the worldwide customer service and contact center applications market over the forecast period, with detail provided for the major geographic regions and operating environments. Suppliers that offer complementary products will be especially interested in the impact this market has on their own opportunities.

"Customer service and contact center applications will remain a mainstay for organizations. Building multichannel, comprehensive solutions will continue over the next several years as homegrown solutions are replaced or tied into new technology frameworks. Suppliers must preach open standards to play." ? Mary Wardley, vice president of IDC's Enterprise Applications and CRM Software program

Table of Contents

Table of Contents

IDC Opinion

In This Study

Methodology

Customer Service and Contact Center Applications Definition

Situation Overview

The Worldwide Customer Service and Contact Center Applications Market in 2003

Table: Customer Service and Contact Center Supported Technologies (% of Respondents)

Table: Importance of CRM Application Attributes

Future Outlook

Forecast and Assumptions

Worldwide Customer Service and Contact Center Applications Forecast, 2004?2008

Worldwide

By Geographic Region

By Operating Environment

Table: Worldwide Customer Service and Contact Center Applications Revenue by Region and Operating Environment, 2003-2008 ($M)

Table: Key Forecast Assumptions for the Worldwide Customer Service and Contact Center Applications Market, 2004-2008

Figure: Worldwide Customer Service and Contact Center Applications Revenue by Region, 2003 and 2008

Figure: Worldwide Customer Service and Contact Center Applications Revenue by Operating Environment, 2003 and 2008

Essential Guidance

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Related Research

Synopsis

Ordering and More Information

Price and Delivery Options

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