1、 June 2024,IDC#US52302923e IDC MarketScape IDC MarketScape:Worldwide Contact Centeras-a-Service Applications Software 2024 Vendor Assessment Mary Wardley THIS IDC MARKETSCAPE EXCERPT FEATURES TALKDESK IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape Worldwide Contact Centeras-a-Service Applications S

2、oftware Vendor Assessment Source:IDC,2024 Please see the Appendix for detailed methodology,market definition,and scoring criteria.2024 IDC#US52302923e 2 IN THIS EXCERPT The content for this excerpt was taken directly from IDC MarketScape:IDC MarketScape:Worldwide Contact Centeras-a-Service Applicati

3、ons Software 2024 Vendor Assessment(Doc#US52302923).All or parts of the following sections are included in this excerpt:IDC Opinion,IDC MarketScape Vendor Inclusion Criteria,Essential Guidance,Vendor Summary Profile,Appendix and Learn More.Also included is Figure 1.IDC OPINION The customer care envi

4、ronment has grown to be an even more integral part of any organizations 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 savin

5、gs 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.Artificial intelligence(AI)in all its forms came to the contact center environment at just the right

6、 time.While generative AI(GenAI)brings the promise of new forms of AI automation,summarization,personalization,and augmentation,to name a few,generative AI is not the only AI technology on the market.However,it has opened the door for many to understand and access AI by virtue of the open access tha

7、t OpenAI provided.Individuals,both private and professional,in droves accessed ChatGPT and experimented with it and drew their own conclusions.Is it good?Is it bad?What can I use it for?In fact,estimates place that within the first five days of the launch of ChatGPT in November 2022,1 million users

8、accessed the capability.At the time this document was written,it was estimated that ChatGPT had over 180 million active users.And ChatGPT is not the only public provider.This is a democratization of thought leadership in regard to the technology.These same users are the same individuals making decis

9、ions about commercial software purchases and use cases in their work function.Scale is the enemy of humans.We dont scale.Technology scales.As the mountain of end-user data grows,as the complexity of customer inquiries increases,and as the expectations for speed and accuracy increase,AI-based product

10、s are not only going to revolutionize customer handling;they are absolutely necessary.Interestingly,based on the research for this IDC contact centeras-a-service(CCaaS)applications software MarketScape,end-user organizations are not quite there in terms of ability to adopt AI-based offerings and dep

11、loy them in a ubiquitous manner.The suppliers are ahead of the consumption market based on the customers interviewed as part of this research effort.This IDC MarketScape on CCaaS applications software is focused on the functionality of multichannel offerings and a breadth of analytics and AI-based s

12、oftware.This study researched offerings for 24 different channels,analytics within product offerings,conversational AI,predictive AI,and generative AI offerings and capabilities.For each vendor in this document,their evaluated AI offerings are included and significant new products since the evaluati

13、on are also included.This particular research focus was designed to understand where customers are in their adoption of CCaaS products,channels support,and analytics and AI technologies.The task was to understand whether providers could track a multichannel interaction and use AI-based software to a

14、utomate the tasks.This market is evolving and so are the offerings.The suppliers are on target and either have products currently to support this flow and/or are developing more capabilities and rolling it out to customers.The state of the market on the customer side is evolving as well.2024 IDC#US5

15、2302923e 3 For many of the customers interviewed,their migration to a cloud-based CCaaS product has opened a new world to them.Many of their struggles in their old on-premises products have been removed.Their call monitoring is no longer sampled.They have 100%call recording,and the results are in re

16、al time.They can now access the data and insights to understand what is going on in their environments.Large organizations have been utilizing conversational AI products for some time and have the internal skills and are in the 2.0 stage.The broader market will be maturing,and IDC expects the custom

17、er profile will differ greatly when this study is next executed.For now,organizations are continuing their migration to the cloud,enjoying the benefits of that environment in terms of their data being accessible.End-user organizations are still striving to create that 360-degree view of the customer

18、 that has been elusive.This vision used to exist solely in the contact center but now includes the entire organization from marketing to sales to service and all the functions that contribute to the creation of the product or service.The AI stack will make this vision a reality.However,many of the c

19、ustomers need to rely on their supplier of choice to guide them.They expressed faith that their supplier had a vision and would be able to help them on this journey when they get there.GenAI is on that road map but remains a future aspiration.End-user organizations have work to do to create a cross-

20、channel environment within their organizations and the business processes that brings all the customer journey information together with the customer history.Most organizations reported supporting the core channels of telephony,integrated voice response(IVR),email,webchat,SMS,FAQ,and knowledge base.

21、Virtual assistants,chatbots,messaging,and mobile were found to be less pervasive.One-way and two-way videos,virtual reality,and augmented reality channels were less common but found in specific verticals.The next generation of contact center applications wont be focused on pure technology but outcom

22、es and experiences.It will be an environment that supports not only the customer experience(CX)but also the agent experience.While end-user customers experience a consistent journey between self-service to guided service and agent-assisted service if required,agents will have access to real-time kno

23、wledge in agent-assisted products,supported by AI technologies that provide in context answers and summarization.Supervisors will have the AI-generated insights to move beyond KPIs to root cause analysis.Definitions Scope and Market Definition This vendor assessment will include technology providers

24、 that provide CCaaS capabilities for contact centers and agents with standalone AI-based products and/or products that leverage AI in such a way as they are differentiated from similar non-AIenhanced products,integration capabilities to other contact center,or adjacent functional markets and data ma

25、nagement.This document will explore how applications within the contact center through integrations with other products provide a contextual customer experience to customer inquiries.IDC MARKETSCAPE VENDOR INCLUSION CRITERIA Participating vendors must meet the following inclusion criteria:The offeri

26、ng should be commercially available for use as a single product family or a suite of services and purchase by customers for at least one year.IDC will also consider and include new product features and capabilities introduced through the CY23 as part of vendor strategy evaluation.In addition,IDC wil

27、l consider these features as part of its capabilities evaluation if 2024 IDC#US52302923e 4 there is sufficient customer adoption and use for IDC to properly evaluate them and as long as these features are generally available by the time of publication of this document.Vendors have at least 25 CCaaS

28、customers.The application must have the ability to support both voice and digital communications channels.The application must be commercially available in the market for one year.The product must have achieved at least$1 million in revenue in the CY22.The product must be all or mostly the vendors o

29、wn intellectual property(IP).Vendors must be able to provide a minimum of two customer references.Vendors must be able to conduct a demo:Demo script The goal is to answer a query or an end-user interaction that has moved through multiple channels ending with voice,perhaps over a time period of hours

30、 or days,informed by prior interactions and customer-related data,both historical and real time,resulting in a resolution that is documented and informs the customer history.Vendors must provide or have on the road map of the following functionality within their products:General analytics Conversati

31、onal AI Predictive AI Generative AI ADVICE FOR TECHNOLOGY BUYERS Communicate thoroughly and often customers are relying on their technology vendor to be the trusted advisor.They may not be ready or understand the full implications of the power of the end-to-end system,but they understand that they a

32、re on a journey.Acting as trusted advisors,providers can be particularly instrumental in the area of GenAI.Most customers responded this was aspirational but were depending on their provider for guidance.Provide specific use case examples to jump-start initiatives around the various AI technologies

33、and how they work together.Machine learning(ML),AI,conversational AI,predictive AI,and generative AI are complementary but are often approached independently creating a morass of initiatives that are well meaning but siloed.Bring together the disparate customer touch points of the supplier to the cu

34、stomer in the sales and support processes.While multichannel and cross-channel consistency and context are the targets for the technology and industry from a customer journey perspective,the vendors themselves need to practice this in their contact with their customers.Sales,implementation,customer

35、success,and engineering need to act as extensions of each other with visibility into the customer.So the customers need a consistent level of customer handling across those touch points.Provide guidance to customers regarding the processes of preparing internal data sources,such as knowledge bases a

36、nd community data,for GenAI.End customers acknowledged an issue with internal unstructured data sources not being ready for GenAI.Part of the hesitancy around GenAI is confidence in results,which stems from confidence in internal knowledge sources.2024 IDC#US52302923e 5 VENDOR SUMMARY PROFILES This

37、section briefly explains IDCs key observations resulting in a vendors position in the IDC MarketScape.While every vendor is evaluated against each of the criteria outlined in the Appendix,the description here provides a summary of each vendors strengths and challenges.Talkdesk After a thorough evalu

38、ation of Talkdesks strategies and capabilities,IDC has positioned the company in the Leaders category in this 2024 IDC MarketScape for contact centeras-a-service applications software.Privately held Talkdesk is the only CCaaS provider evaluated in this IDC MarketScape that offers specific vertical v

39、ersions of its product targeted at industries.Talkdesks market message is that it offers a single-unified platform powered by AI that is scalable,data driven,and feature rich with exceptional ease of use appropriate to organizations with small operations that manage the installation themselves to or

40、ganizations with thousands of agents and skilled resources.The product evaluated for this IDC MarketScape is Talkdesk CX Cloud.Quick facts about Talkdesk include:Year foundedYear founded:2011 Corporate Corporate h headquarterseadquarters:San Francisco,CA Total number of employeesTotal number of empl

41、oyees:1,500 Globalization:Globalization:Talkdesk has a large customer base across North America and EMEA today.There is a market presence in APAC and Latin America,and the company is increasing efforts there and targeting to increase its footprint in those regions.Language Language s supported:uppor

42、ted:Talkdesk supports 100+languages in the Administrator UI and 100+languages in the Agent Workspace UI.Industry Industry f focus:ocus:Talkdesk offers Industry Experience Clouds including Talkdesk Healthcare Experience Cloud for Providers,Talkdesk Healthcare Experience Cloud for Payers,Talkdesk Fina

43、ncial Services Experience Cloud for Banking,Talkdesk Financial Services Experience Cloud for Insurance,and Talkdesk Retail Experience Cloud.Talkdesk anticipates accelerated growth in public sector customers,as it recently announced that it achieved FedRAMP in-process designation and is listed in the

44、 FedRAMP marketplace.Partner ecosystem:Partner ecosystem:The channel and alliances team focuses on building a diverse ecosystem of partners that are equipped to help customers across industries around the world.The ecosystem includes four pillars of partners:cloud distributors/master agents/subagent

45、s,resellers/referrers/BPOs/telco carriers,strategic alliances,AppConnect Marketplace.The company has 120 certified consultants across 43 delivery partners and 264 resellers.The company has built a selection of key strategic partners in several regions and has over 30 support partners across 16 regio

46、ns.Analytics and AI Analytics and AI a approach:pproach:Analytics capability:Analytics capability:Talkdesk Customer Experience Analytics,powered by generative AI,analyzes customer interactions to find patterns in customer intents and sentiment,using speech and text analytics,and surfaces trending to

47、pics and suggested opportunities to automate tasks and minimize customer escalations.Talkdesk Live displays real-time KPIs on a customizable interface for day-to-day operations management.Talkdesk Explore is a BI tool 2024 IDC#US52302923e 6 that provides insights and analysis on contact center inter

48、actions and performance,with filtering and customization.Talkdesk Interaction Analytics,part of the Customer Experience Analytics suite,uses AI to capture and transcribe customer interactions across voice,digital,and self-service channels.Interaction Analytics leverages searchable transcripts,topic

49、and intent detection,and sentiment analysis.Talkdesk QM Assist combines these tools with AI annotations and fully automated scoring to identify the root causes of poor performance and pinpoint coaching opportunities.Talkdesk CX Sensors provides instant notifications of issues that require a time-sen

50、sitive response by automating call transcription analysis in real time and triggering alerts based on rules set on keywords or sentiments.Conversational AI:Conversational AI:Talkdesk Autopilot is AI-powered customer assistant bot for voice and digital(SMS and webchat)interactions.(Note to reader,at

51、the time of the evaluation the product was named Talkdesk Virtual Agents.For clarity the new name Autopilot is being used.)Prebuilt and integrated use case templates handle common customer questions.Automation Designer is a no-code tool allowing customers to modify,optimize,and build new Autopilots.

52、Talkdesk process-based Autopilot powered by GenAI creates new automated conversational workflows based on predefined business processes and dynamic personas.Talkdesk Autopilot can leverage knowledge retrieval powered by GenAI to answer customer questions.Knowledge retrieval uses trusted data stored

53、in the knowledge base to deliver answers(rather than articles),creating responses that are simple and conversational.Knowledge retrieval powered by GenAI improves the ability for Copilots to successfully resolve a wider variety of complex customer inquiries.Predictive AI:Predictive AI:Talkdesk Workf

54、orce Management(WFM)combines artificial intelligence and automation to help customers optimize their staffing and scheduling decisions.Talkdesk WFM provides real-time recommendations and AI-generated call spike predictions.Generative AI:Generative AI:In addition to the GenAI capabilities listed with

55、in the conversational AI product set,Talkdesk AI Trainer provides generative AI observability dashboards that allow customers to leverage generative AI with a comprehensive view of performance,designed to provide insight and control into how the AI is behaving.Generative AI biases,hallucinations,and

56、 other fine-tuning opportunities can be identified with the observability dashboard and corrected directly in AI Trainer.Talkdesk Copilot includes automatic summary and disposition and generative knowledge retrieval.Strengths Talkdesk customers appreciate the range of capabilities and ease of use of

57、 the product.While AI remains an aspiration for many organizations,Talkdesk customers spoke positively of the capabilities being in the platform waiting for when they were ready to absorb it on their own personal road map.Talkdesks AI approach was to build the companys own capabilities for efficienc

58、ies and to minimize compatibility issues.This includes GenAI.Industry-specific CCaaS products are a rarity in the market and offer a true differentiation for those users seeking greater specificity for their industry.This includes industry-tuned AI models and integrations to industry-specific core a

59、pplication systems,such as Epic in healthcare,and industry-specific compliance and regulations.Customers reported ease of working with the vendor for added capabilities.Challenges As a private company,Talkdesks performance and economic viability can be a challenge when in evaluations with other CCaa

60、S providers as prospects are looking at market viability in an unstable market.To that end,Talkdesk should be open with performance.Talkdesk has made solid progress in terms of its partner ecosystem.Expansion of such is required to get to the next level.2024 IDC#US52302923e 7 Consider Talkdesk When

61、Consider Talkdesk when you are a medium sized or enterprise organization looking for a broad set of capabilities within an accessible pricing structure.Also,a vertical that needs specialized functionality built into the base product to reduce customization requirements may consider Talkdesk.APPENDIX

62、 Reading an IDC MarketScape Graph For the purposes of this analysis,IDC divided potential key measures for success into two primary categories:capabilities and strategies.Positioning on the y-axis reflects the vendors current capabilities and menu of services and how well aligned the vendor is to cu

63、stomer needs.The capabilities category focuses on the capabilities of the company and product today,here and now.Under this category,IDC analysts will look at how well a vendor is building/delivering capabilities that enable the vendor to execute its chosen strategy in the market.Positioning on the

64、x-axis,or strategies axis,indicates how well the vendors future strategy aligns with what customers will require in three to five years.The strategies category focuses on high-level decisions and underlying assumptions about offerings,customer segments,and business and go-to-market plans for the nex

65、t three to five years.The size of the individual vendor markers in the IDC MarketScape represents the market share of each individual vendor within the specific market segment being assessed.IDC MarketScape Methodology IDC MarketScape criteria selection,weightings,and vendor scores represent well-re

66、searched IDC judgment about the market and specific vendors.IDC analysts tailor the range of standard characteristics by which vendors are measured through structured discussions,surveys,and interviews with market leaders,participants,and end users.Market weightings are based on user interviews,buye

67、r surveys,and the input of IDC experts in each market.IDC analysts base individual vendor scores,and ultimately vendor positions on the IDC MarketScape,on detailed surveys and interviews with the vendors,publicly available information,and end-user experiences in an effort to provide an accurate and

68、consistent assessment of each vendors characteristics,behavior,and capability.Market Definition Contact center applications automate functions relating to the operations of the CRM installation within a contact center environment.The applications provide capabilities to both agents and supervisors.P

69、roducts in this category include automated call distribution(ACD),integrated voice response(IVR),predictive dialing,workforce optimization(WFO),and call monitoring and quality management.Contact center as a service(CCaaS)is a cloud-based version of the general capability.2024 IDC#US52302923e 8 LEARN

70、 MORE Related Research Generative AI Use Case Taxonomy:The Customer Service Function(IDC#US51936324,March 2024)Zoho Day 2024:Culture and Technology Strategies for the Long Game(IDC#US51944424,March 2024)IDC Market Glance:Contact Center,1Q24(IDC#US51968524,March 2024)Worldwide Customer Relationship M

71、anagement Applications Software Forecast,2023-2027:Data in Action Through AI(IDC#US51295023,November 2023)IDC FutureScape:Worldwide Future of Customer Experience 2024 Predictions(IDC#US50111423,October 2023)Market Analysis Perspective:Worldwide Customer Service and Contact Center Applications,2023(I

72、DC#US46667320,September 2023)Worldwide Contact Center Applications Software Forecast,20232027:Crossing Over 50%into Cloud(IDC#US51038823,July 2023)Synopsis This IDC study represents a vendor assessment of the contact centeras-a-service(CCaaS)applications software market through the IDC MarketScape m

73、odel.This assessment discusses both quantitative and qualitative characteristics that provide guidance about CCaaS applications vendors and their offerings.This IDC MarketScape covers a variety of vendors participating in the CCaaS applications software market and focuses on applications that provid

74、ed a wide variety of channels and analytics and AI-based capabilities.The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and to one another,and it highlights the factors expected to be the most influential for success in the market in bot

75、h the short term and the long term.Customer care functions in the contact center and broadly through the organization must have the tools and applications to scale to meet the needs of the modern customer,said Mary A.Wardley,program vice president,Customer Service and Contact Center Applications.IDC

76、.Cloud-based contact center applications have provided the foundation for integration and to scale operations,but data,insight,and history require AI-based analysis products.Generative,predictive,and conversational AI will become common components of the CCaaS environment.About IDC International Dat

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