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Workforce Optimization Technologies Forecast – 2021–26

Tracks and forecasts the growing subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.

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Global Contact Center Market Forecast – 2019–25

This forecast reveals the global contact center agent growth/shrinkage rates by country and region, broken down by various segments, including vertical markets, contact center size, premises-based and cloud-based systems, and in-house and outsources agents.

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Omdia Universe: Customer Engagement Platforms, 2022–23

Analyzes the market dynamics of an expanding ecosystem, as well as the well-known vendors in the customer engagement platforms space. Aims to guide the vendor selection process to ensure options are evaluated efficiently.

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Event Recap: Dreamforce '22

Dreamforce ‘22 returned with a physical event in September. Throughout the event, Salesforce released a flurry of announcements around product innovations for its customer data platform, Customer 360, Genie, a real-time hyperscale data platform, and new Slack innovations.

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Will ChatGPT represent the future of customer service?

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Omdia Universe: Content Services Platform Solutions, 2023

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ICT Enterprise Insights: Customer Engagement – 2023

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AI in the contact center will help to weather economic uncertainty

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Omdia Research Schedule – 2023

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The Analyst Team
Mila D'Antonio

Principal Analyst, Customer Engagement

Mila D'Antonio
David Myron
David Myron

Principal Analyst, Customer Engagement

David Myron
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