The customer care environment has grown to be an even more integral part of any organization’s contact point with customers. As the world we live in becomes more complex, so too the questions that customers have regarding their goods and services. While many organizations early on viewed customer self-service as a cost savings capability, which it can be, it also builds more interaction channels, data, and stops on the path of a customer journey. Every channel creates data. Every inquiry creates data. Every answer creates data.

This IDC study represents a vendor assessment of the contact center–as-a-service (CCaaS) applications software market through the IDC MarketScape model.