With an eye on the economy, business leaders are mindful of improving operational efficiencies, growing revenue, and improving customer experiences.
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IT Enterprise Insights: Contact Center – 2024
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Report / 28 Dec 2022 / David Myron
Executives are concerned about the weakening economy and its potential impact on their businesses. Hence, they are focusing their strategies for 2023 on growing revenue, streamlining operations, and improving customer experiences.
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It has been more than three years since the start of the pandemic. Now that much of the COVID-19 dust has settled, contact center leaders must develop a customer experience strategy for a post-pandemic world.
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This report tracks and forecasts CCaaS market revenue and subscription sales in four key geographical regions. It also tracks features and industry-specific solutions from more than 25 CCaaS vendors, including Five9, Genesys, and NICE.
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Global Contact Center Market Forecast – 2020–26
Report / 30 Mar 2023 / David Myron
This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
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Data / 24 Apr 2023 / David Myron
This report tracks and forecasts the growing workforce engagement management (WEM) subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.
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Workforce Engagement Management Forecast – 2022–27 Analysis
Report / 12 May 2023 / David Myron
Even three years after the COVID-19 pandemic, global interest in workforce engagement management solutions remains. This report analyzes data from the Workforce Engagement Management Forecast – 2022–27 Data.
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The Analyst Team
David Myron
Follow AnalystPrincipal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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