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 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: 
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• 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

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