Worldwide Contact Center Applications 2008 Vendor Shares

Table of Contents

• IDC Opinion
• In This Study
• Methodology
• CRM Applications Market Definition
• Contact Center
• Customer Service
• Situation Overview
• The Contact Center Market in 2008
• Historical Market Values and Exchange Rates
• Performance of Leading Vendors in 2008
• Performance by Geographic Region in 2008
• Performance by Operating Environment in 2008
• Future Outlook
• Balance Between Cost and Customer Satisfaction — How to Measure Social Networks in KPIs
• The Development of New KPIs
• Move to Communications-Enabled Business Processes
• Essential Guidance
• End-User Organizations
• Suppliers of Contact Center Technology
• Learn More
• Related Research
• Methodology
• Synopsis
• Table: Worldwide Contact Center Applications Revenue by Vendor, 2006–2008 ($M)
• Table: Exchange Rates, 2003–2008 (%)
• Table: Worldwide Contact Center Applications Revenue by Region, 2006–2008 ($M)
• Figure: Worldwide Contact Center Applications Revenue Share by Region, 2008
• Figure: Worldwide Contact Center Applications Revenue Share by Operating Environment, 2008