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Customer Engagement Solutions Market 2019 Analysis by Aspect Software, Avaya, Calabrio, Genesys, IBM, Microsoft, NICE Systems, OpenText, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, Zendesk Industry to Grow at 11% CAGR by 2023
Customer Engagement Solutions Market - Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2018 - 2026
The report "Customer Engagement Solutions Market ", The customer engagement solutions market is projected to grow from USD 14.08 billion in 2018 to USD 23.19 billion by 2023, at a CAGR of 10.5% during the forecast period. The growth of this market is primarily driven by the rising adoption of customer engagement solutions to reduce customer churn rate and increasing use of e-commerce and m-commerce platforms.
Download a Sample PDF Brochure of this eLearning Industry Analysis at http://www.avidinfomatics.com/report/Customer-Engagement-Solutions-Market-Global-Industry-Analysis-Size-Share-Growth-Trends-and-Forecast-2018-2026
Based on component, the solutions segment is estimated to lead the customer engagement solutions market in 2018.
Based on component, the solutions segment is estimated to lead the customer engagement solutions market in 2018, as enterprises are deploying customer engagement solutions to empower customers with highly connected personalized experiences across a wide range of physical, mobile, and web-based touchpoints.
Based on organization size, the small & medium enterprises segment of the customer engagement solutions market is expected to grow at a higher CAGR during the forecast period.
Based on organization size, the small & medium enterprises segment is projected to grow at a higher CAGR from 2018 to 2023 as compared to the large enterprises segment. The growth of the small & medium enterprises segment can be attributed to the requirement of customer engagement solutions that can help organizations optimize their business processes.
North America is estimated to lead the customer engagement solutions market in 2018.
North America is estimated to lead the customer engagement solutions market in 2018. The growth of the North America customer engagement solutions market is primarily driven by the presence of various key market players such as IBM, Microsoft, Nuance Communications, Oracle, Salesforce, and Verint Systems in this region. Customer engagement solutions have gained wide acceptance in the US, as the country has been the earliest adopter of Social, Mobile, Analytics, and Cloud (SMAC) technologies.
The customer engagement solutions market ecosystem includes key players, such as Aspect Software (US), Avaya (US), Calabrio (US), Genesys (US), IBM (US), Microsoft (US), NICE Systems (Israel), Nuance Communications (US), OpenText (Canada), Oracle (US), Pegasystems (US), Pitney Bowes (US), Salesforce (US), SAP (Germany), ServiceNow (US), Verint Systems (US), Zendesk (US), eGain Corporation (US), BPMonline (US), CRMnext (India), Eptica (France), Freshworks (US), IFS-mplsystems (UK), Lithium Technologies (US), and SugarCRM (US).
Know more about this report at http://www.avidinfomatics.com/report/Customer-Engagement-Solutions-Market-Global-Industry-Analysis-Size-Share-Growth-Trends-and-Forecast-2018-2026
Key Target Audience
• Providers of Customer Engagement Solutions and Services
• Suppliers of IT Hardware/Software/Services
• Software and System Integrators
• IT Infrastructure Providers
• Marketing Analytics Executives
• System Administrators
• App Developers
• Third-Party Service Providers
• Technology Providers
Scope of the Report
The research report categorizes the customer engagement solutions market to forecast revenues and analyze trends in each of the following submarkets:
By Component
• Solutions
• Services
By Solution Type
• Omnichannel
• Workforce Optimization
• Robotic Process Automation
• Analytics & Reporting
By Organization Size
• Small & Medium Enterprises
• Large Enterprises
By Deployment Type
• Cloud
• On-premises
By Vertical
• BFSI
• Consumer Goods & Retail
• Telecommunication
• Healthcare & Life Sciences
• Automotive & Transportation
• Media & Entertainment
• Travel & Hospitality
• Manufacturing
• Others (Utilities, Power, Education, and Logistics)
Table of Contents
1 Introduction (Page No. - 16)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Market Segmentation
1.3.2 Years Considered for the Study
1.4 Currency
1.5 Stakeholders
2 Research Methodology (Page No. - 19)
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data From Primary Sources
2.1.2.2 Key Industry Insights
2.1.2.3 Breakdown of Primaries
2.2 Market Size Estimation
2.2.1 Bottom-Up Approach
2.2.2 Top-Down Approach
2.3 Data Triangulation
2.4 Research Assumptions
2.5 Limitations
3 Executive Summary (Page No. - 27)
4 Premium Insights (Page No. - 32)
4.1 Attractive Opportunities in the Customer Engagement Solutions Market
4.2 North America: Market By Component
4.3 Europe: Market By Deployment Type
4.4 Middle East & Africa: Market By Organization Size
4.5 Asia Pacific: Market By Vertical
4.6 Market By Vertical & Region
5 Market Overview and Industry Trends (Page No. - 36)
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers
5.2.1.1 Increasing Adoption of Customer Engagement Solutions to Reduce Customer Churn Rate
5.2.1.2 Increasing Use of E-Commerce and M-Commerce Platforms
5.2.1.3 Increasing Focus on Delivering Enhanced Customer Engagement Through Omnichannel
5.2.1.4 Rising Adoption of Smartphones and Tablets
5.2.2 Restraints
5.2.2.1 Data Synchronization Between Customer Engagement Solutions and Other Technologies
5.2.2.2 Personalized Expectations of Customers
5.2.3 Opportunities
5.2.3.1 Increased Applicability of Big Data and Machine Learning
5.2.3.2 Increased Investments in Artificial Intelligence (AI)
5.2.3.3 Increased Cross-Selling and Upselling Activities
5.2.4 Challenges
5.2.4.1 Managing Security With Multiple Customer Touchpoints
5.2.4.2 Choosing the Proper Mix of Technology and Personnel
5.3 Industry Trends
5.3.1 Case Studies
5.3.1.1 Case Study 1: Mma Enhances Existing Sales Strategy With Online Chat to Increase Global Conversion Rates
5.3.1.2 Case Study 2: Dixons Carphone Ramps Up Its Live Helpdesk Functionality With the Help of Nuance Live Chat Solution
5.3.1.3 Case Study 3: Citi Mortgage Accelerated Interaction With Potential Buyers With the Help of Nuance Proactive Engagement Platform
6 Customer Engagement Solutions Market, By Component (Page No. - 43)
6.1 Introduction
6.2 Solutions
6.2.1 Omnichannel
6.2.2 Workforce Optimization
6.2.3 Robotic Process Optimization
6.2.4 Analytics & Reporting
6.3 Services
...Continued
About Us
Avid Infomatics' is a business consulting and market intelligence firm that has made its mission to translate the massive exposure of data into real-time actionable insights. Although the information era has felicitated easy access to huge data reservoirs, drawing strategic business implications from an overwhelming information dump is a different ballgame altogether.
We cater to our clients by ensuring them easy access to prevalent market information and also by aiding their strategic undertakings by helping them make sense of information at hand.
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Sean Thomas
Global Sales Manager,
Avid Infomatics,
Survey No. 284, Block 12 to 16,
Kakade Ang, Tanaji Nagar,
Chinchwad, Pune, India - 411033
Call +91-9657315414
Email: sales@avidinfomatics.com
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