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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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IT should drive the shift from supply chains to demand ecosystems

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Blacklight: Technology to watch the watchers

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Up to 80% of digital marketing spend may be wasted or stolen

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Omdia Research Schedule – 2021

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2021 Trends to Watch: Contact Center

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Global Contact Center Market Forecast – 2018–24

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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
Ken Landoline

Principal Analyst, Customer Engagement

Ken Landoline
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