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Market Landscape: The Changing Roles and Environments of the Contact Center and its Agents

This Market Landscape examines contact center trends in terms of cloud transition, digitization, the infusion of AI, the work-from-home transition, the shift to Super Agents, and the convergence of contact centers and unified communications.

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Global Contact Center Market Forecast – 2018–24

This global forecast of contact center seats projects agent demand considering multiple variables including COVID-19, country GDP, teleworking, and evolving technologies such as artificial intelligence, machine learning, and automated agents.

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Workforce Optimization Technologies Forecast: 2019–24

Omdia’s Workforce Optimization Technologies Forecast: 2019–24 provides revenue opportunity forecasts for the workforce optimization technology market for the period 2018–23, spanning seven segments, five regions, and 11 verticals.

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Software Market Forecast: Enterprise Applications, 2019–24

Omdia's enterprise applications software market forecast for 2019–24 covers five technology segments calculated globally, spanning four regions, 20 countries, and 16 major verticals.

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Omdia Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2020–21

A comparative analysis of several leading cloud contact center offerings in terms of technology, execution, and market impact including company profiles, detailed evaluations, and customer survey results.

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The Analyst Team
Daniel Mayo

Senior Director, Enterprise IT

Daniel Mayo
Mila D'Antonio

Principal Analyst, Connected Enterprise

Mila D'Antonio
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