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Customer Engagement Solutions Market

Customer Engagement Solutions - Global Market Outlook (2018-2027)

4.4 (62 reviews)
Published: December 2019 ID: SMRC18887
4.4 (62 reviews)
Published: December 2019 ID: SMRC18887

This report covers the impact of COVID-19 on this global market

According to Stratistics MRC, the Global Customer Engagement Solutions market is accounted for $14.62 billion in 2018 and is expected to reach $42.21 billion by 2027 growing at a CAGR of 12.5% during the forecast period. Some of the key factors propelling the market growth are increasing use of E-Commerce and M-Commerce platforms and growing adoption of smar zt phones and tablets. However, synchronization of data between these solutions and other technologies and personal expectations of customers are the restraining factor for the growth of the market.

Customer engagement solutions are different software’s that comprises of full span for customer interactions, guiding the clients throughout their journey.  It gives correct information to the individual at the right time, each time it consistently delivers value to the client. This software is broadly defined as software that manages customer communications and interactions throughout a variety of channels and touch points. It additionally covers CRM systems, web chat, social media, marketing personalization, and customer self-service.

By organization size, small & medium enterprises segment is expected to grow at the significant market share during the forecast period. Cost-effectiveness is significant for these enterprises, as they have a limited budget. Thus, the usage of cloud-based customer engagement solutions is expected to result in increased revenues, desired business outcomes, and improved business efficiency for these enterprises. On the basis of geography, Asia Pacific is anticipated to hold considerable market share during the forecast period due to the rising adoption of cloud computing by various organizations in the region. Small & medium enterprises over different countries, for example, Australia, Malaysia, Japan, and Singapore, are investing in information technology to compete, secure, and capture digital opportunities present in the market. 

Some of the key players in Customer Engagement Solutions Market include Aspect Software, Avaya, Calabrio, Genesys, IBM, Microsoft, Nice Systems, Nuance Communications, Opentext, Oracle, Pegasystems, Pitney Bowes, Salesforce, SAP, Servicenow, Verint Systems and Zendesk.

Channels Covered:
• Distributor
• Direct Sales 

Components Covered:
• Services
• Solutions 

Organization Sizes Covered:
• Large Enterprises
• Small & Medium Enterprises

Deployment Types Covered:
• On-Premises
• Cloud

End Users Covered:
• Automotive & Transportation
• Banking, Financial Services, and Insurance (BFSI)
• Consumer Goods & Retail
• Healthcare & Life Sciences
• Manufacturing
• Media & Entertainment
• Telecommunication and IT
• Travel & Hospitality
• Other End Users

Regions Covered:
• North America
o US
o Canada
o Mexico
• Europe
o Germany
o France
o Italy
o UK  
o Spain 
o Rest of Europe       
• Asia Pacific
o Japan        
o China        
o India        
o Australia        
o New Zealand       
o Rest of Asia Pacific
• South America 
o Argentina
o Brazil
o Chile
o Rest of South America
• Middle East & Africa 
o Saudi Arabia
o UAE
o Qatar
o South Africa
o Rest of Middle East & Africa

What our report offers:
- Market share assessments for the regional and country-level segments
- Strategic recommendations for the new entrants
- Covers Market data for the years 2017, 2018, 2019, 2023 and 2027
- Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
- Strategic analysis: Drivers and Constraints, Product/Technology Analysis, Porter’s five forces analysis, SWOT analysis, etc.
- Strategic recommendations in key business segments based on the market estimations
- Competitive landscaping mapping the key common trends
- Company profiling with detailed strategies, financials, and recent developments
- Supply chain trends mapping the latest technological advancements

Free Customization Offerings: 
All the customers of this report will be entitled to receive one of the following free customization options:
• Company Profiling
o Comprehensive profiling of additional market players (up to 3)
o SWOT Analysis of key players (up to 3)
• Regional Segmentation
o Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

1 Executive Summary      
        
2 Preface   
   
 2.1 Abstract      
 2.2 Stake Holders     
 2.3 Research Scope     
 2.4 Research Methodology    
  2.4.1 Data Mining    
  2.4.2 Data Analysis    
  2.4.3 Data Validation    
  2.4.4 Research Approach    
 2.5 Research Sources     
  2.5.1 Primary Research Sources   
  2.5.2 Secondary Research Sources   
  2.5.3 Assumptions    
        
3 Market Trend Analysis     
 3.1 Introduction     
 3.2 Drivers      
 3.3 Restraints     
 3.4 Opportunities     
 3.5 Threats      
 3.6 End User Analysis     
 3.7 Emerging Markets     
 3.8 Futuristic Market Scenario    
        
4 Porters Five Force Analysis     
 4.1 Bargaining power of suppliers    
 4.2 Bargaining power of buyers    
 4.3 Threat of substitutes    
 4.4 Threat of new entrants    
 4.5 Competitive rivalry     
        
5 Global Customer Engagement Solutions Market, By Channel  
 5.1 Introduction     
 5.2 Distributor     
 5.3 Direct Sales     
        
6 Global Customer Engagement Solutions Market, By Component  
 6.1 Introduction     
 6.2 Services      
  6.2.1 Managed Services    
  6.2.2 Professional Services   
   6.2.2.1 Consulting Services   
   6.2.2.2 Implementation & Integration Services 
   6.2.2.3 Support & Maintenance Services 
 6.3 Solutions      
  6.3.1 Analytics & Reporting   
  6.3.2 Omni Channel    
  6.3.3 Robotic Process Optimization   
  6.3.4 Workforce Optimization   
  6.3.5 Other Solutions     
   6.3.5.1 Self Service   
        
7 Global Customer Engagement Solutions Market, By Organization Size 
 7.1 Introduction     
 7.2 Large Enterprises     
 7.3 Small & Medium Enterprises    
        
8 Global Customer Engagement Solutions Market, By Deployment Type 
 8.1 Introduction     
 8.2 On-Premises     
 8.3 Cloud      
        
9 Global Customer Engagement Solutions Market, By End User  
 9.1 Introduction     
 9.2 Automotive & Transportation    
 9.3 Banking, Financial Services, and Insurance (BFSI)  
 9.4 Consumer Goods & Retail    
 9.5 Healthcare & Life Sciences    
 9.6 Manufacturing     
 9.7 Media & Entertainment    
 9.8 Telecommunication and IT    
 9.9 Travel & Hospitality     
 9.10 Other End Users     
  9.10.1 Education    
  9.10.2 Logistics     
  9.10.3 Power     
  9.10.4 Utilities     
        
10 Global Customer Engagement Solutions Market, By Geography 
 10.1 Introduction     
 10.2 North America     
  10.2.1 US     
  10.2.2 Canada     
  10.2.3 Mexico     
 10.3 Europe      
  10.3.1 Germany     
  10.3.2 UK     
  10.3.3 Italy     
  10.3.4 France     
  10.3.5 Spain     
  10.3.6 Rest of Europe    
 10.4 Asia Pacific     
  10.4.1 Japan     
  10.4.2 China     
  10.4.3 India     
  10.4.4 Australia     
  10.4.5 New Zealand    
  10.4.6 South Korea    
  10.4.7 Rest of Asia Pacific    
 10.5 South America     
  10.5.1 Argentina    
  10.5.2 Brazil     
  10.5.3 Chile     
  10.5.4 Rest of South America   
 10.6 Middle East & Africa    
  10.6.1 Saudi Arabia    
  10.6.2 UAE     
  10.6.3 Qatar     
  10.6.4 South Africa    
  10.6.5 Rest of Middle East & Africa   
        
11 Key Developments      
 11.1 Agreements, Partnerships, Collaborations and Joint Ventures 
 11.2 Acquisitions & Mergers    
 11.3 New Product Launch    
 11.4 Expansions     
 11.5 Other Key Strategies    
        
12 Company Profiling      
 12.1 Aspect Software     
 12.2 Avaya      
 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


List of Tables       
1 Global Customer Engagement Solutions Market Outlook, By Region (2017-2027) ($MN)
2 Global Customer Engagement Solutions Market Outlook, By Channel (2017-2027) ($MN)
3 Global Customer Engagement Solutions Market Outlook, By Distributor (2017-2027) ($MN)
4 Global Customer Engagement Solutions Market Outlook, By Direct Sales (2017-2027) ($MN)
5 Global Customer Engagement Solutions Market Outlook, By Component (2017-2027) ($MN)
6 Global Customer Engagement Solutions Market Outlook, By Services (2017-2027) ($MN)
7 Global Customer Engagement Solutions Market Outlook, By Managed Services (2017-2027) ($MN)
8 Global Customer Engagement Solutions Market Outlook, By Professional Services (2017-2027) ($MN)
9 Global Customer Engagement Solutions Market Outlook, By Solutions (2017-2027) ($MN)
10 Global Customer Engagement Solutions Market Outlook, By Analytics & Reporting (2017-2027) ($MN)
11 Global Customer Engagement Solutions Market Outlook, By Omni Channel (2017-2027) ($MN)
12 Global Customer Engagement Solutions Market Outlook, By Robotic Process Optimization (2017-2027) ($MN)
13 Global Customer Engagement Solutions Market Outlook, By Workforce Optimization (2017-2027) ($MN)
14 Global Customer Engagement Solutions Market Outlook, By Other Solutions (2017-2027) ($MN)
15 Global Customer Engagement Solutions Market Outlook, By Organization Size (2017-2027) ($MN)
16 Global Customer Engagement Solutions Market Outlook, By Large Enterprises (2017-2027) ($MN)
17 Global Customer Engagement Solutions Market Outlook, By Small & Medium Enterprises (2017-2027) ($MN)
18 Global Customer Engagement Solutions Market Outlook, By Deployment Type (2017-2027) ($MN)
19 Global Customer Engagement Solutions Market Outlook, By On-Premises (2017-2027) ($MN)
20 Global Customer Engagement Solutions Market Outlook, By Cloud (2017-2027) ($MN)
21 Global Customer Engagement Solutions Market Outlook, By End User (2017-2027) ($MN)
22 Global Customer Engagement Solutions Market Outlook, By Automotive & Transportation (2017-2027) ($MN)
23 Global Customer Engagement Solutions Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2017-2027) ($MN)
24 Global Customer Engagement Solutions Market Outlook, By Consumer Goods & Retail (2017-2027) ($MN)
25 Global Customer Engagement Solutions Market Outlook, By Healthcare & Life Sciences (2017-2027) ($MN)
26 Global Customer Engagement Solutions Market Outlook, By Manufacturing (2017-2027) ($MN)
27 Global Customer Engagement Solutions Market Outlook, By Media & Entertainment (2017-2027) ($MN)
28 Global Customer Engagement Solutions Market Outlook, By Telecommunication and IT (2017-2027) ($MN)
29 Global Customer Engagement Solutions Market Outlook, By Travel & Hospitality (2017-2027) ($MN)
30 Global Customer Engagement Solutions Market Outlook, By Other End Users (2017-2027) ($MN)
31 Global Customer Engagement Solutions Market Outlook, By Education (2017-2027) ($MN)
32 Global Customer Engagement Solutions Market Outlook, By Logistics (2017-2027) ($MN)
33 Global Customer Engagement Solutions Market Outlook, By Power (2017-2027) ($MN)
34 Global Customer Engagement Solutions Market Outlook, By Utilities (2017-2027) ($MN)
        
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.

 

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