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IDC Market Share: Worldwide Contact Center Applications Software Market

Genesys is on a steady path of evolution and placed first in overall revenue share across the contact center applications market in 2020.

Genesys Ranked First for 2020 Market Share in Contact Center Applications Software 

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.

Download 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