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세계의 불만 관리 소프트웨어 시장 예측(2020-2028년)

Global Complaint Management Software Market Forecast 2020-2028

리서치사 Inkwood Research
발행일 2020년 04월 상품 코드 931033
페이지 정보 영문 156 Pages
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세계의 불만 관리 소프트웨어 시장 예측(2020-2028년) Global Complaint Management Software Market Forecast 2020-2028
발행일 : 2020년 04월 페이지 정보 : 영문 156 Pages

세계의 불만 관리 소프트웨어 시장은 2020-2028년간 10.46%의 연평균 복합 성장률(CAGR)로 성장할 것으로 예측됩니다. 고객 만족도 향상, 브랜드 평판 보호 필요성 증대가 자동화 워크플로우 및 불만 관리 업무 수요 증가와 함께 예측기간 동안 시장 성장요인이 될 전망입니다.

세계의 불만 관리 소프트웨어(Complaint Management Software) 시장에 대해 조사 분석했으며, 시장 개요, 시장 규모 및 예측, 부문별 시장 분석, 지역별 시장 분석, 경쟁 상황 등의 체계적인 정보를 제공합니다.

목차

제1장 조사 범위와 방법

  • 조사 목적
  • 조사 범위
  • 방법론
  • 전제조건 및 제한

제2장 개요

  • 시장 규모 추정
  • 시장 개요

제3장 시장 역학

  • 시장 정의
  • 주요 성장 촉진요인
    • 브랜드 평판을 보호와 고객 만족도 개선 필요성 증대
    • 자동화된 워크플로우와 간소화된 불만 관리 업무 필요성 증대
  • 주요 성장 저해요인
    • 고객의 불만을 해결하기 위한 효과적인 데이터 부족

제4장 주요 분석

  • 주요 투자 인사이트
  • Porter's Five Forces 분석
    • 구매자의 교섭력
    • 판매자의 협상력
    • 대체 서비스의 위협
    • 신규 진출기업의 위협
    • 업계의 경쟁
  • 시장 기회의 매트릭스
  • 벤더 상황

제5장 구성요소별 시장

  • 소프트웨어
  • 서비스

제6장 유형별 시장

  • 통합
  • 독립형

제7장 배포 유형별시장

  • 온프레미스(On-premise)
  • 클라우드

제8장 산업별 시장

  • 은행, 금융서비스, 보험(BFSI)
  • 소매
  • 정부 및 공공 부문
  • IT 및 통신
  • 접객
  • 헬스케어
  • 기타

제9장 지역 분석

  • 북미
    • 미국
    • 캐나다
  • 유럽
    • 영국
    • 독일
    • 프랑스
    • 이탈리아
    • 러시아
    • 벨기에
    • 폴란드
    • 기타 유럽
  • 아시아태평양
    • 중국
    • 일본
    • 인도
    • 한국
    • 인도네시아
    • 태국
    • 베트남
    • 호주 및 뉴질랜드
    • 기타 아시아태평양
  • 기타 지역
    • 라틴아메리카
    • 중동 및 아프리카

제10장 기업 개요

  • ASSURX INC
  • EQUINITI
  • ETQ LLC
  • FRESHWORKS INC
  • MASTERCONTROL INC
  • ORACLE CORPORATION
  • QUANTIVATE LLC
  • SALESFORCE.COM INC
  • SPARTA SYSTEMS INC
  • ZENDESK INC
  • ZOHO CORPORATION PVT LTD
LSH 20.04.28

LIST OF TABLES

  • TABLE 1: MARKET SNAPSHOT - COMPLAINT MANAGEMENT SOFTWARE
  • TABLE 2: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 3: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 4: GLOBAL SOFTWARE MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 5: GLOBAL SOFTWARE MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 6: GLOBAL SERVICE MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 7: GLOBAL SERVICE MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 8: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 9: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 10: GLOBAL INTEGRATED MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 11: GLOBAL INTEGRATED MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 12: GLOBAL STAND-ALONE MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 13: GLOBAL STAND-ALONE MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 14: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 15: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 16: GLOBAL ON PREMISES MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 17: GLOBAL ON PREMISES MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 18: GLOBAL CLOUD MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 19: GLOBAL CLOUD MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 20: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 21: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 22: GLOBAL BFSI MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 23: GLOBAL BFSI MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 24: GLOBAL RETAIL MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 25: GLOBAL RETAIL MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 26: GLOBAL GOVERNMENT & PUBLIC SECTOR MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 27: GLOBAL GOVERNMENT & PUBLIC SECTOR MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 28: GLOBAL IT & TELECOM MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 29: GLOBAL IT & TELECOM MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 30: GLOBAL HOSPITALITY MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 31: GLOBAL HOSPITALITY MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 32: GLOBAL HEALTHCARE MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 33: GLOBAL HEALTHCARE MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 34: GLOBAL OTHERS MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 35: GLOBAL OTHERS MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 36: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 37: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 38: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 39: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 40: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 41: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 42: ASIA PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 43: ASIA PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, FORECAST YEARS, 2020-2028 (IN $ MILLION)
  • TABLE 44: REST OF WORLD COMPLAINT MANAGEMENT SOFTWARE MARKET, BY REGION, HISTORICAL YEARS, 2016-2019 (IN $ MILLION)
  • TABLE 45: REST OF WORLD COMPLAINT MANAGEMENT SOFTWARE MARKET, BY REGION, FORECAST YEARS, 2020-2028 (IN $ MILLION)

LIST OF FIGURES

  • FIGURE 1: KEY INVESTMENT INSIGHTS
  • FIGURE 2: PORTER'S FIVE FORCE ANALYSIS
  • FIGURE 3: OPPORTUNITY MATRIX
  • FIGURE 4: VENDOR LANDSCAPE
  • FIGURE 5: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, GROWTH POTENTIAL, BY COMPONENT, IN 2019
  • FIGURE 6: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SOFTWARE, 2020-2028 (IN $ MILLION)
  • FIGURE 7: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)
  • FIGURE 8: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, GROWTH POTENTIAL, BY TYPE, IN 2019
  • FIGURE 9: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INTEGRATED, 2020-2028 (IN $ MILLION)
  • FIGURE 10: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY STAND-ALONE, 2020-2028 (IN $ MILLION)
  • FIGURE 11: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, GROWTH POTENTIAL, BY DEPLOYMENT, IN 2019
  • FIGURE 12: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY ON PREMISES, 2020-2028 (IN $ MILLION)
  • FIGURE 13: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY CLOUD, 2020-2028 (IN $ MILLION)
  • FIGURE 14: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, GROWTH POTENTIAL, BY INDUSTRIAL VERTICAL, IN 2019
  • FIGURE 15: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY BFSI, 2020-2028 (IN $ MILLION)
  • FIGURE 16: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY RETAIL, 2020-2028 (IN $ MILLION)
  • FIGURE 17: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)
  • FIGURE 18: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY IT & TELECOM, 2020-2028 (IN $ MILLION)
  • FIGURE 19: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HOSPITALITY, 2020-2028 (IN $ MILLION)
  • FIGURE 20: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HEALTHCARE, 2020-2028 (IN $ MILLION)
  • FIGURE 21: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY OTHERS, 2020-2028 (IN $ MILLION)
  • FIGURE 22: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)
  • FIGURE 23: UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 24: CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 25: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)
  • FIGURE 26: UNITED KINGDOM COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 27: GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 28: FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 29: ITALY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 30: RUSSIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 31: BELGIUM COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 32: POLAND COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 33: REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 34: ASIA PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)
  • FIGURE 35: CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 36: JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 37: INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 38: SOUTH KOREA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 39: INDONESIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 40: THAILAND COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 41: VIETNAM COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 42: AUSTRALIA & NEW ZEALAND COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 43: REST OF ASIA PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION
  • FIGURE 44: REST OF WORLD COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)
  • FIGURE 45: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)
  • FIGURE 46: MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

KEY FINDINGS

The global complaint management software market is projected to record growth, showcasing a CAGR of 10.46% during the forecast period, 2020-2028. The growing need to enhance customer satisfaction and protect brand reputation, along with the rising demand for automated workflow and complaint management operations, are estimated to be the market growth factors during the forecast period.

MARKET INSIGHTS

The complaint management software is developed primarily to tackle customer issues, and consolidate customer complaints, feedback, concerns, gain insights, and sort them, for their timely resolution. The customer management solutions aid in documenting, sorting, and prioritizing customer issues and feedback so that the support staff is able to track and resolve them in an efficient manner. Many companies across industry verticals are adopting complaint management software, due to the increasing need for protecting brand reputation. The rising demand for recording and addressing customer complaints in an effective manner further boosts the adoption of complaint management software.

The increasing demand for enhancing response and closure times, with regard to handling customer complaints, further drives the demand for complaint management software. The continuous flow of complaints in BFSI, government, and telecom, results in the need for implementing a system for automation of complaint handling and offer appropriate solutions. Such factors influence the adoption of complaint management software. The insufficiency of useful data to tackle customer complaints is the major factor hampering the growth of the market. The market comprises of many regional and global players. The market pose hindrance with regard to the entry of new players, but many new entrants are gaining traction in the market. The market is characterized by increasing product penetration and high levels of competition.

REGIONAL INSIGHTS

The global complaint management software market is segmented geographically into Europe, North America, Asia Pacific, and the rest of the world. The Asia Pacific market region is predicted to be the fastest-growing market during the forecasted period. The market growth prospects are accredited to the growing adoption of business intelligence and machine learning across several sectors, the growing BFSI sector and healthcare expenditure, and the rising investments in the market.

COMPETITIVE INSIGHTS

Oracle Corporation, Equiniti, Freshworks Inc, AssurX Inc, Salesforce.com Inc, are some of the leading market players in the market.

Our report offerings include:

  • Explore key findings of the overall market
  • Strategic breakdown of market dynamics (Drivers, Restraints, Opportunities, Challenges)
  • Market forecasts for a minimum of 9 years, along with 3 years of historical data for all segments, sub-segments, and regions
  • Market Segmentation cater to a thorough assessment of key segments with their market estimations
  • Geographical Analysis: Assessments of the mentioned regions and country-level segments with their market share
  • Key analytics: Porter's Five Forces Analysis, Vendor Landscape, Opportunity Matrix, Key Buying Criteria, etc.
  • Competitive landscape is the theoretical explanation of the key companies based on factors, market share, etc.
  • Company profiling: A detailed company overview, product/services offered, SCOT analysis, and recent strategic developments

TABLE OF CONTENTS

1. RESEARCH SCOPE & METHODOLOGY

  • 1.1. STUDY OBJECTIVES
  • 1.2. SCOPE OF STUDY
  • 1.3. METHODOLOGY
  • 1.4. ASSUMPTIONS & LIMITATIONS

2. EXECUTIVE SUMMARY

  • 2.1. MARKET SIZE & ESTIMATES
  • 2.2. MARKET OVERVIEW

3. MARKET DYNAMICS

  • 3.1. MARKET DEFINITION
  • 3.2. KEY DRIVERS
    • 3.2.1. NEED TO PROTECT BRAND REPUTATION AND INCREASE CUSTOMER SATISFACTION
    • 3.2.2. RISE IN NEED OF AUTOMATED WORKFLOW AND STREAMLINED COMPLAINT MANAGEMENT OPERATIONS
  • 3.3. KEY RESTRAINTS
    • 3.3.1. INSUFFICIENT USEFUL DATA TO RESOLVE CUSTOMER COMPLAINTS

4. KEY ANALYTICS

  • 4.1. KEY INVESTMENT INSIGHTS
  • 4.2. PORTER'S FIVE FORCE ANALYSIS
    • 4.2.1. BUYER POWER
    • 4.2.2. SUPPLIER POWER
    • 4.2.3. SUBSTITUTION
    • 4.2.4. NEW ENTRANTS
    • 4.2.5. INDUSTRY RIVALRY
  • 4.3. OPPORTUNITY MATRIX
  • 4.4. VENDOR LANDSCAPE

5. MARKET BY COMPONENT

  • 5.1. SOFTWARE
  • 5.2. SERVICE

6. MARKET BY TYPE

  • 6.1. INTEGRATED
  • 6.2. STAND-ALONE

7. MARKET BY DEPLOYMENT

  • 7.1. ON PREMISES
  • 7.2. CLOUD

8. MARKET BY INDUSTRIAL VERTICAL

  • 8.1. BFSI
  • 8.2. RETAIL
  • 8.3. GOVERNMENT & PUBLIC SECTOR
  • 8.4. IT & TELECOM
  • 8.5. HOSPITALITY
  • 8.6. HEALTHCARE
  • 8.7. OTHERS

9. GEOGRAPHICAL ANALYSIS

  • 9.1. NORTH AMERICA
    • 9.1.1. UNITED STATES
    • 9.1.2. CANADA
  • 9.2. EUROPE
    • 9.2.1. UNITED KINGDOM
    • 9.2.2. GERMANY
    • 9.2.3. FRANCE
    • 9.2.4. ITALY
    • 9.2.5. RUSSIA
    • 9.2.6. BELGIUM
    • 9.2.7. POLAND
    • 9.2.8. REST OF EUROPE
  • 9.3. ASIA PACIFIC
    • 9.3.1. CHINA
    • 9.3.2. JAPAN
    • 9.3.3. INDIA
    • 9.3.4. SOUTH KOREA
    • 9.3.5. INDONESIA
    • 9.3.6. THAILAND
    • 9.3.7. VIETNAM
    • 9.3.8. AUSTRALIA & NEW ZEALAND
    • 9.3.9. REST OF ASIA PACIFIC
  • 9.4. REST OF WORLD
    • 9.4.1. LATIN AMERICA
    • 9.4.2. MIDDLE EAST & AFRICA

10. COMPANY PROFILES

  • 10.1. ASSURX INC
  • 10.2. EQUINITI
  • 10.3. ETQ LLC
  • 10.4. FRESHWORKS INC
  • 10.5. MASTERCONTROL INC
  • 10.6. ORACLE CORPORATION
  • 10.7. QUANTIVATE LLC
  • 10.8. SALESFORCE.COM INC
  • 10.9. SPARTA SYSTEMS INC
  • 10.10. ZENDESK INC
  • 10.11. ZOHO CORPORATION PVT LTD
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