Abstract
This IDC study presents the annual update to the five-year forecast for the worldwide and U.S.
market for customer care services. The purpose of this document is to identify and quantify the
impact of recent trends and events influencing the customer care services opportunity through
year-end 2004 and their impact on the five-year forecast. Particular attention is paid to the
near-term years: 2004, 2005, and 2006.
This document answers the following questions:
- What are IDCs predictions and assumptions relating to market forces affecting the worldwide
customer care services market, and what impact will they have on the market forecasts for the next
five years?
- Which assumptions are of sufficient importance that a change in the assumption would result in a
change in the market forecasts?
- What impact will developments in this industry have on the players in the market?
- How might the developments predicted in this market affect the revenue of the players?
"In light of the current economic climate, opportunities are increasingly emerging within
the worldwide and U.S. customer care services marketplace. Being attuned to cost containment, ROI,
and business process optimization, however, must be the mantra if service providers plan to thrive
and succeed," said Brian J. Bingham, director of CRM and Customer Care research at IDC.
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