Worldwide Contact Center Applications Software Forecast, 2024-2028: $12.5 Billion in Revenue and Growing Strong

This IDC study provides an updated market forecast for the worldwide contact center applications software market from 2024 to 2028."It's difficult to discuss use cases for GenAI without discussing the applicability within customer service and contact center," says Mary Wardley, program VP, Customer Service and Contact Center at IDC. "Copilots, summarization, and real-time transcription are just the tip of the iceberg of technologies coming from GenAI to benefit the contact center. The second wave will revolutionize business processes."