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세계의 고객 참여 솔루션 시장 예측(-2023년) : 솔루션, 서비스

Customer Engagement Solutions Market by Component (Solutions, Services), Deployment Type (Cloud, On-premises), Organization Size, Vertical (BFSI, Telecommunication, Consumer Goods & Retail), and Region - Global Forecast to 2023

리서치사 MarketsandMarkets
발행일 2018년 07월 상품 코드 665895
페이지 정보 영문 161 Pages
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세계의 고객 참여 솔루션 시장 예측(-2023년) : 솔루션, 서비스 Customer Engagement Solutions Market by Component (Solutions, Services), Deployment Type (Cloud, On-premises), Organization Size, Vertical (BFSI, Telecommunication, Consumer Goods & Retail), and Region - Global Forecast to 2023
발행일 : 2018년 07월 페이지 정보 : 영문 161 Pages

고객 참여 솔루션 시장은 2018년 140억 8,000만 달러에서 2023년까지 231억 9,000만 달러에 이를 것으로 예측됩니다. 2018-2023년간 연평균 복합 성장률(CAGR)은 10.5%를 나타낼 전망입니다.

세계의 고객 참여 솔루션(Customer Engagement Solutions) 시장을 조사 분석했으며, 시장 개요, 산업 동향, 부문별 시장 분석, 경쟁 구도, 주요 기업 등의 정보를 정리하여 전해드립니다.

제1장 서론

제2장 조사 방법

제3장 주요 요약

제4장 프리미엄 인사이트

  • 고객 참여 솔루션 시장의 매력적인 기회
  • 북미 - 고객 참여 솔루션 시장 : 컴포넌트별
  • 유럽 - 고객 참여 솔루션 시장 : 전개 유형별
  • 중동 및 아프리카 - 고객 참여 솔루션 시장 : 조직 규모별
  • 아시아태평양 - 고객 참여 솔루션 시장 : 산업분야별
  • 고객 참여 솔루션 시장 : 산업분야별, 지역별

제5장 시장 개요와 산업 동향

  • 서론
  • 시장 역학
    • 성장 촉진요인
    • 성장 억제요인
    • 기회
    • 해결해야 할 과제
  • 산업 동향

제6장 세계의 고객 참여 솔루션 시장 : 컴포넌트별

  • 서론
  • 솔루션
  • 서비스

제7장 세계의 고객 참여 솔루션 시장 : 전개 유형별

  • 서론
  • 클라우드
  • 온프레미스(On-premise)

제8장 세계의 고객 참여 솔루션 시장 : 조직 규모별

  • 서론
  • 중소기업
  • 대기업

제9장 세계의 고객 참여 솔루션 시장 : 산업분야별

  • 서론
  • 은행, 금융서비스, 보험(BFSI)
  • 소비재 및 소매
  • 통신
  • 의료 및 생명과학
  • 자동차 및 운송
  • 미디어 및 엔터테인먼트
  • 여행 및 접객업
  • 제조
  • 기타

제10장 세계의 고객 참여 솔루션 시장 : 지역별

  • 서론
  • 북미
  • 유럽
  • 아시아태평양
  • 중동 및 아프리카
  • 라틴아메리카

제11장 경쟁 구도

  • 개요
  • 경쟁 구도와 동향
  • 주요 기업의 시장 순위

제12장 기업 개요

  • AVAYA
  • ASPECT SOFTWARE
  • CALABRIO
  • GENESYS
  • IBM
  • MICROSOFT
  • NICE SYSTEMS
  • NUANCE COMMUNICATIONS
  • OPENTEXT
  • ORACLE
  • PEGASYSTEMS
  • PITNEY BOWES
  • SALESFORCE
  • SAP
  • SERVICENOW
  • VERINT SYSTEMS
  • ZENDESK
  • 주요 혁신기업

제13장 부록

LSH 18.07.30

LIST OF TABLES

  • TABLE 1: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 2: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016-2023 (USD MILLION)
  • TABLE 3: SOLUTIONS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 4: OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 5: WORKFORCE OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 6: ROBOTIC PROCESS OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 7: ANALYTICS & REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 8: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016-2023 (USD MILLION)
  • TABLE 9: SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 10: PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 11: MANAGED SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 12: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD BILLION)
  • TABLE 13: CLOUD: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 14: ON-PREMISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 15: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD BILLION)
  • TABLE 16: SMALL & MEDIUM ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 17: LARGE ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 18: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016-2023 (USD BILLION)
  • TABLE 19: BFSI: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 20: CONSUMER GOODS & RETAIL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 21: TELECOMMUNICATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 22: HEALTHCARE & LIFE SCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 23: AUTOMOTIVE & TRANSPORTATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 24: MEDIA & ENTERTAINMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 25: TRAVEL & HOSPITALITY: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 26: MANUFACTURING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 27: OTHERS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 28: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016-2023 (USD BILLION)
  • TABLE 29: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 30: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016-2023 (USD MILLION)
  • TABLE 31: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016-2023 (USD MILLION)
  • TABLE 32: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 33: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 34: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 35: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 36: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 37: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016-2023 (USD MILLION)
  • TABLE 38: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016-2023 (USD MILLION)
  • TABLE 39: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 40: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 41: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 42: EUROPE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 43: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 44: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016-2023 (USD MILLION)
  • TABLE 45: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016-2023 (USD MILLION)
  • TABLE 46: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 47: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 48: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 49: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 50: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 51: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTIONS, 2016-2023 (USD MILLION)
  • TABLE 52: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICES, 2016-2023 (USD MILLION)
  • TABLE 53: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 54: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 55: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 56: MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 57: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 58: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTIONS TYPE, 2016-2023 (USD MILLION)
  • TABLE 59: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICES TYPE, 2016-2023 (USD MILLION)
  • TABLE 60: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 61: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 62: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 63: LATIN AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 64: MARKET EVALUATION FRAMEWORK
  • TABLE 65: NEW PRODUCT LAUNCHES & PRODUCT ENHANCEMENTS, MARCH 2018- JUNE 2018
  • TABLE 66: AGREEMENTS, COLLABORATIONS, AND PARTNERSHIPS, JULY 2017- JUNE 2018
  • TABLE 67: ACQUISITIONS, AUGUST 2016-MAY 2018
  • TABLE 68: EXPANSIONS, OCTOBER 2016-MARCH 2018
  • TABLE 69: MARKET RANKING OF THE KEY PLAYERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN 2017

LIST OF FIGURES

  • FIGURE 1: MARKET SEGMENTATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET
  • FIGURE 2: CUSTOMER ENGAGEMENT SOLUTIONS MARKET: RESEARCH DESIGN
  • FIGURE 3: BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
  • FIGURE 4: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 5: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 6: DATA TRIANGULATION
  • FIGURE 7: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2018 & 2023 (USD BILLION)
  • FIGURE 8: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2018 & 2023 (USD BILLION)
  • FIGURE 9: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2018 & 2023 (USD BILLION)
  • FIGURE 10: CUSTOMER ENGAGEMENT SOLUTIONS MARKET SHARE, BY VERTICAL, 2018
  • FIGURE 11: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2018 & 2023 (USD BILLION)
  • FIGURE 12: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2018 TO 2023
  • FIGURE 13: INCREASING ADOPTION OF CUSTOMER ENGAGEMENT SOLUTIONS TO REDUCE CUSTOMER CHURN RATE IS DRIVING THE GROWTH OF THE MARKET
  • FIGURE 14: SERVICES SEGMENT OF THE MARKET PROJECTED TO GROW AT A HIGHER CAGR THAN SOLUTIONS SEGMENT FROM 2018 TO 2023
  • FIGURE 15: CLOUD SEGMENT OF THE MARKET PROJECTED TO GROW AT A HIGHER CAGR THAN ON-PREMISES SEGMENT FROM 2018 TO 2023
  • FIGURE 16: SMALL & MEDIUM ENTERPRISES SEGMENT OF THE MARKET PROJECTED TO GROW AT A HIGHER CAGR THAN LARGE ENTERPRISES SEGMENT FROM 2018 TO 2023
  • FIGURE 17: BFSI SEGMENT OF THE MARKET PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2018 TO 2023
  • FIGURE 18: NORTH AMERICA AND BFSI VERTICAL SEGMENT EXPECTED TO LEAD THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN 2018
  • FIGURE 19: CUSTOMER ENGAGEMENT SOLUTIONS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 20: SOLUTIONS SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD AS COMPARED TO SERVICES SEGMENT
  • FIGURE 21: ANALYTICS & REPORTING SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 22: MANAGED SERVICES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD AS COMPARED TO PROFESSIONAL SERVICES SEGMENT
  • FIGURE 23: CLOUD SEGMENT ESTIMATED TO LEAD CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN 2018
  • FIGURE 24: LARGE ENTERPRISES SEGMENT ESTIMATED TO LEAD CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN 2018
  • FIGURE 25: BFSI SEGMENT ESTIMATED TO LEAD CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN 2018
  • FIGURE 26: NORTH AMERICA ESTIMATED TO BE LARGEST MARKET FOR CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN 2018
  • FIGURE 27: CUSTOMER ENGAGEMENT SOLUTIONS MARKET IN ASIA PACIFIC PROJECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 28: NORTH AMERICA CUSTOMER ENGAGEMENT SOLUTIONS MARKET SNAPSHOT
  • FIGURE 29: ASIA PACIFIC CUSTOMER ENGAGEMENT SOLUTIONS MARKET SNAPSHOT
  • FIGURE 30: COMPANIES ADOPTED NEW PRODUCT LAUNCHES & PRODUCT ENHANCEMENTS AS KEY GROWTH STRATEGIES BETWEEN JANUARY 2016 AND JUNE 2018
  • FIGURE 31: AVAYA: COMPANY SNAPSHOT
  • FIGURE 32: IBM: COMPANY SNAPSHOT
  • FIGURE 33: MICROSOFT: COMPANY SNAPSHOT
  • FIGURE 34: NICE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 35: NUANCE COMMUNICATIONS: COMPANY SNAPSHOT
  • FIGURE 36: OPENTEXT: COMPANY SNAPSHOT
  • FIGURE 37: ORACLE: COMPANY SNAPSHOT
  • FIGURE 38: PEGASYSTEMS: COMPANY SNAPSHOT
  • FIGURE 39: PITNEY BOWES: COMPANY SNAPSHOT
  • FIGURE 40: SALESFORCE: COMPANY SNAPSHOT
  • FIGURE 41: SAP: COMPANY SNAPSHOT
  • FIGURE 42: SERVICENOW: COMPANY SNAPSHOT
  • FIGURE 43: VERINT SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 44: ZENDESK: COMPANY SNAPSHOT

"Increasing use of e-commerce and m-commerce platforms and growing focus on delivering enhanced customer engagement through omnichannel are factors expected to drive the 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. Factors such as increasing adoption of customer engagement solutions to reduce customer churn rate, increasing use of e-commerce and m-commerce platforms, and growing focus on delivering enhanced customer engagement through omnichannel are key factors driving the customer engagement solutions market. Data synchronization between customer engagement solutions and other technologies is restraining the growth of the market.

"Based on deployment type, the cloud segment is estimated to lead the customer engagement solutions market in 2018."

Based on deployment type, the cloud segment is estimated to lead the customer engagement solutions market in 2018. Cloud-based deployment of customer engagement solutions has enabled businesses to operate without a server infrastructure or office location, thereby allowing employees to work remotely. This, in turn, has helped reduce the total cost of ownership and increase data storage capabilities for organizations.

"The Asia Pacific customer engagement solutions market is expected to grow at the highest CAGR during the forecast period."

Based on region, the customer engagement solutions market has been segmented into North America, Europe, Asia Pacific, the Middle East & Africa, and Latin America. The Asia Pacific customer engagement solutions market is projected to grow at the highest CAGR during the forecast period. The growth of the Asia Pacific customer engagement solutions market can be attributed to the increased adoption of cloud computing by different organizations in this region. Small & medium enterprises across various countries such as Australia, Malaysia, Japan, and Singapore are investing in information technology to compete, secure, and capture digital opportunities present in the market.

In-depth interviews were conducted with Chief Executive Officers (CEOs), marketing directors, innovation and technology directors, and executives from various organizations operating in the customer engagement solutions market.

  • By Company Type: Tier 1: 14%, Tier 2: 43%, and Tier 3: 43%
  • By Designation: C-Level: 37%, Director Level: 13%, and Others: 50%
  • By Region: North America: 37%, Europe: 25%, Asia Pacific: 25%, and Rest of the World: 13%

Key vendors profiled in the report are:

  • 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)
  • SugarCRM (US)

Research Coverage:

The customer engagement solutions market has been segmented on the basis of component, organization size, deployment type, vertical, and region. Based on component, the customer engagement solutions market has been segmented into solutions and services. Based on deployment type, the market has been segmented into cloud and on-premises. Based on organization size, the customer engagement solutions market has been segmented into large enterprises and small & medium enterprises. Based on vertical, the market has been segmented into BFSI, consumer goods & retail, telecommunication, healthcare & life sciences, automotive & transportation, media & entertainment, travel & hospitality, manufacturing, and others (power, utilities, education, and logistics). Based on region, the customer engagement solutions market has been segmented into North America, Europe, Asia Pacific, the Middle East & Africa, and Latin America.

Key Benefits of Buying the Report:

The report will help market leaders and new entrants in the customer engagement solutions market in the following ways:

  • The report will help market leaders/new entrants in this market by providing them the closest approximations of revenues of the customer engagement solutions market and its subsegments.
  • This report will also help stakeholders better understand the competitor landscape, gain more insights to position their businesses, and implement suitable go-to-market strategies.
  • The report will help stakeholders understand the pulse of the market and provide them information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1. INTRODUCTION

  • 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

  • 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

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET
  • 4.2. NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT
  • 4.3. EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE
  • 4.4. MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE
  • 4.5. ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL
  • 4.6. CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL & REGION

5. MARKET OVERVIEW AND INDUSTRY TRENDS

  • 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

  • 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
    • 6.3.1. PROFESSIONAL SERVICES
      • 6.3.1.1. Implementation & integration services
      • 6.3.1.2. Support & maintenance services
      • 6.3.1.3. Consulting services
    • 6.3.2. MANAGED SERVICES

7. CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE

  • 7.1. INTRODUCTION
  • 7.2. CLOUD
  • 7.3. ON-PREMISES

8. CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE

  • 8.1. INTRODUCTION
  • 8.2. SMALL & MEDIUM ENTERPRISES
  • 8.3. LARGE ENTERPRISES

9. CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL

  • 9.1. INTRODUCTION
  • 9.2. BFSI
  • 9.3. CONSUMER GOODS & RETAIL
  • 9.4. TELECOMMUNICATION
  • 9.5. HEALTHCARE & LIFE SCIENCES
  • 9.6. AUTOMOTIVE & TRANSPORTATION
  • 9.7. MEDIA & ENTERTAINMENT
  • 9.8. TRAVEL & HOSPITALITY
  • 9.9. MANUFACTURING
  • 9.10. OTHERS

10. REGIONAL ANALYSIS

  • 10.1. INTRODUCTION
  • 10.2. NORTH AMERICA
    • 10.2.1. US
    • 10.2.2. CANADA
  • 10.3. EUROPE
    • 10.3.1. UK
    • 10.3.2. GERMANY
    • 10.3.3. REST OF EUROPE
  • 10.4. ASIA PACIFIC
    • 10.4.1. CHINA
    • 10.4.2. INDIA
    • 10.4.3. JAPAN
    • 10.4.4. REST OF ASIA PACIFIC
  • 10.5. MIDDLE EAST & AFRICA
    • 10.5.1. SAUDI ARABIA
    • 10.5.2. SOUTH AFRICA
    • 10.5.3. REST OF MIDDLE EAST & AFRICA
  • 10.6. LATIN AMERICA
    • 10.6.1. MEXICO
    • 10.6.2. BRAZIL
    • 10.6.3. REST OF LATIN AMERICA

11. COMPETITIVE LANDSCAPE

  • 11.1. OVERVIEW
  • 11.2. COMPETITIVE SITUATION AND TRENDS
    • 11.2.1. NEW PRODUCT LAUNCHES & PRODUCT ENHANCEMENTS
    • 11.2.2. AGREEMENTS, COLLABORATIONS, AND PARTNERSHIPS
    • 11.2.3. ACQUISITIONS
    • 11.2.4. EXPANSIONS
  • 11.3. MARKET RANKING OF KEY PLAYERS

12. COMPANY PROFILES (Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*

  • 12.1. AVAYA
  • 12.2. ASPECT SOFTWARE
  • 12.3. CALABRIO
  • 12.4. GENESYS
  • 12.5. IBM
  • 12.6. MICROSOFT
  • 12.7. NICE SYSTEMS
  • 12.8. NUANCE COMMUNICATIONS
  • 12.9. OPENTEXT
  • 12.10. ORACLE
  • 12.11. PEGASYSTEMS
  • 12.12. PITNEY BOWES
  • 12.13. SALESFORCE
  • 12.14. SAP
  • 12.15. SERVICENOW
  • 12.16. VERINT SYSTEMS
  • 12.17. ZENDESK
  • 12.18. KEY INNOVATORS
    • 12.18.1. EGAIN CORPORATION
    • 12.18.2. BPMONLINE
    • 12.18.3. CRMNEXT
    • 12.18.4. EPTICA
    • 12.18.5. FRESHWORKS
    • 12.18.6. IFS-MPLSYSTEMS
    • 12.18.7. LITHIUM TECHNOLOGIES
    • 12.18.8. SUGARCRM

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

13. APPENDIX

  • 13.1. INDUSTRY EXCERPTS
  • 13.2. DISCUSSION GUIDE
  • 13.3. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 13.4. INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
  • 13.5. AVAILABLE CUSTOMIZATIONS
  • 13.6. RELATED REPORTS
  • 13.7. AUTHOR DETAILS
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