Metrigy Forecast & Market Shares – On-prem contact center

On-prem contact center: A platform built to support multichannel or omnichannel communications between customers and agents (or self-service systems) with tools that optimize the customer and agent experience. At a minimum, they provide automated call distributors (ACDs) to route incoming voice calls to appropriate customer service agents. They often include interactive voice response (IVR) and, increasingly, artificial intelligence-based apps, such as conversational AI, workforce optimization, analytics, and self-service capabilities.

What We Count

In this service, we report vendor and provider revenue in US$ recognized during the calendar year and quarters.

Regions

• Worldwide: all areas of the world
• North America: U.S. and Canada
• EMEA: Europe, the Middle East, and Africa
• Asia-Pacific: Asia and the Pacific, including Japan and Australia
• CALA: Caribbean and Latin America, including Mexico