Customer Engagement Solutions - Global Market Outlook (2018-2027)
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.
• Direct Sales
Organization Sizes Covered:
• Large Enterprises
• Small & Medium Enterprises
Deployment Types Covered:
End Users Covered:
• Automotive & Transportation
• Banking, Financial Services, and Insurance (BFSI)
• Consumer Goods & Retail
• Healthcare & Life Sciences
• Media & Entertainment
• Telecommunication and IT
• Travel & Hospitality
• Other End Users
• North America
o Rest of Europe
• Asia Pacific
o New Zealand
o Rest of Asia Pacific
• South America
o Rest of South America
• Middle East & Africa
o Saudi Arabia
o South Africa
o Rest of Middle East & Africa
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