1、 June 2024,IDC#US52302923e IDC MarketScape IDC MarketScape:Worldwide Contact Centeras-a-Service Applications Software 2024 Vendor Assessment Mary Wardley THIS IDC MARKETSCAPE EXCERPT FEATURES TALKDESK IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape Worldwide Contact Centeras-a-Service Applications S

2、oftware Vendor Assessment Source:IDC,2024 Please see the Appendix for detailed methodology,market definition,and scoring criteria.2024 IDC#US52302923e 2 IN THIS EXCERPT The content for this excerpt was taken directly from IDC MarketScape:IDC MarketScape:Worldwide Contact Centeras-a-Service Applicati

3、ons Software 2024 Vendor Assessment(Doc#US52302923).All or parts of the following sections are included in this excerpt:IDC Opinion,IDC MarketScape Vendor Inclusion Criteria,Essential Guidance,Vendor Summary Profile,Appendix and Learn More.Also included is Figure 1.IDC OPINION The customer care envi

4、ronment has grown to be an even more integral part of any organizations contact point with customers.As the world we live in becomes more complex,so too the questions that customers have regarding their goods and services.While many organizations early on viewed customer self-service as a cost savin

5、gs capability,which it can be,it also builds more interaction channels,data,and stops on the path of a customer journey.Every channel creates data.Every inquiry creates data.Every answer creates data.Artificial intelligence(AI)in all its forms came to the contact center environment at just the right

6、 time.While generative AI(GenAI)brings the promise of new forms of AI automation,summarization,personalization,and augmentation,to name a few,generative AI is not the only AI technology on the market.However,it has opened the door for many to understand and access AI by virtue of the open access tha