Worldwide Customer Service and Contact Center Applications 2003 Vendor Shares:

Worldwide Customer Service and Contact Center Applications 2003 Vendor Shares

Product Type: Market Research Report
Published by: IDC
Published: September 2004
Product Code: R104-17350

Description

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

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Customer Service and Contact Center Applications Market Definition
Customer Service and Contact Center Applications
Situation Overview
The Customer Service and Contact Center Applications Market in 2003
Table: Worldwide CRM Applications Revenue by Segment, 2001-2003 ($M)
Performance of Leading Vendors in 2003
Table: Worldwide Customer Service and Contact Center Applications Revenue by Vendor, 2001-2003 ($M)
Performance by Region
Figure: Worldwide Customer Service and Contact Center Applications Revenue Share by Region, 2003
Performance by Operating Environment
Figure: Worldwide Customer Service and Contact Center Applications Revenue by Operating Environment, 2003
Future Outlook
Multichannel Buildout Continues
Table: Support Plans for Contact Center Capabilities (% of Respondents)
Analytics
Table: Support Plans for Contact Center Analytics Capabilities by Company Size (% of Respondents)
Mobility Solutions for Service
Essential Guidance
Learn More
Related Research
Methodology
Synopsis

Ordering and More Information

Price and Delivery Options

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