Abstract

This IDC Market Perspective analyzes the potential of AI software products and services to deliver business value in contact centers in Europe. 2020 has seen a significant uptick in market activity around various use cases for AI technologies in contact centers, with the impacts of the COVID-19 pandemic as well as the longer-term shift to contact center as-a-service (CCaaS) models leveraging open technologies acting as major catalysts for investment. IDC expects contact center operations to represent a significant concentration of market opportunity for AI technology providers and established contact center technology vendors.

"The journey to the AI-powered contact center is creating a competitive battleground," said Jack Vernon, senior research analyst, IDC. "Specialist AI vendors and established contact center software vendors must all develop clear strategies for this space, or risk losing out on a very fast-growing opportunity."

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