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Customer Engagement Solutions - Market Analysis, Trends, and Forecasts

  • ID: 4804603
  • Report
  • February 2020
  • Region: Global
  • 119 pages
  • Global Industry Analysts, Inc
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FEATURED COMPANIES

  • ASPECT SOFTWARE
  • BPMONLINE (USA)
  • CRMNEXT
  • EPTICA
  • GENESYS
  • IFS-MPLSYSTEMS
  • MORE
Customer Engagement Solutions market worldwide is projected to grow by US$13.3 Billion, driven by a compounded growth of 10.2%. Solutions, one of the segments analyzed and sized in this study, displays the potential to grow at over 10.8%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$22.3 Billion by the year 2025, Solutions will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 11.7% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$589.1 Million to the region's size and clout in the next 5 to 6 years. Over US$617.7 Million worth of projected demand in the region will come from Rest of Europe markets. In Japan, Solutions will reach a market size of US$1.6 Billion by the close of the analysis period. As the world’s second largest economy and the new game changer in global markets, China exhibits the potential to grow at 9.7% over the next couple of years and add approximately US$2.2 Billion in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders. Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Competitors identified in this market include, among others,
  • Aspect Software, Inc.
  • Avaya, Inc.
  • Bpmonline
  • Calabrio, Inc.
  • Crmnext
  • eGain Corporation
  • Eptica
  • Freshworks Inc.
  • Genesys
  • IBM Corporation
  • Ifs-Mplsystems
  • Lithium Technologies, LLC.
  • Microsoft Corporation
  • NICE Systems Ltd.
  • Nuance Communications, Inc.
  • OpenText Corporation
  • Oracle Corporation
  • Pegasystems, Inc.
  • Pitney Bowes, Inc.
  • Salesforce.com, Inc.
  • SAP SE
  • ServiceNow, Inc.
  • SugarCRM, Inc.
  • Verint Systems, Inc.
  • Zendesk, Inc.
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • ASPECT SOFTWARE
  • BPMONLINE (USA)
  • CRMNEXT
  • EPTICA
  • GENESYS
  • IFS-MPLSYSTEMS
  • MORE

I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

A Prelude into Customer Engagement Solutions

Customer Engagement Solutions Market to Grow Steadily

BFSI Vertical to Lead the Market

Global Competitor Market Shares

Customer Engagement Solutions Competitor Market Share Scenario Worldwide (in %): 2019 & 2025

2. FOCUS ON SELECT PLAYERS

An Overview of Leading Players

Increasing Partnerships among Leading Players to Bolster Market Demand

3. MARKET TRENDS & DRIVERS

Increase in Adoption of Tablets and Smartphones to Drive Market Demand

Total Number of Tablets and Smartphones Devices (In Billions) Worldwide: 2017-2022

Increased Use of M-Commerce and E-Commerce Platforms to Spearhead Market Demand

Worldwide M-Commerce Transactions Value(in Million USD): 2014-2019

New Product Introductions to Drive Market Demand

Innovations to Support Market Growth

Increase in Deployment of Customer Engagement Solution across Multiple Industries to Minimize Customer Churn Rate

Introduction of Various Strategies to Spearhead Demand for Customer Engagement Market

Increase in Adoption of Mobile based Customer Engagement Solutions across the Retail Sector to Drive Market Demand

Things to Avoid While Adopting Customer Engagement Strategies

Top Technological Trends in Customer Engagement

Increase in Adoption of Omni Channel Customer Engagement Solution for Delivering Enhanced Performance to Drive Market Demand

Increased Investments in the Field of Artificial Intelligence (AI) to Offer Market Opportunities

AI Related Funding for Start-ups: 2013-2017

4. GLOBAL MARKET PERSPECTIVE

TABLE 1: Customer Engagement Solutions Global Market Estimates and Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 2: Customer Engagement Solutions Market Share Shift across Key Geographies Worldwide: 2019 VS 2025

TABLE 3: Solutions (Component) World Market by Region/Country in US$ Million: 2018 to 2025

TABLE 4: Solutions (Component) Market Share Breakdown of Worldwide Sales by Region/Country: 2019 VS 2025

TABLE 5: Services (Component) Potential Growth Markets Worldwide in US$ Million: 2018 to 2025

TABLE 6: Services (Component) Market Sales Breakdown by Region/Country in Percentage: 2019 VS 2025

TABLE 7: BFSI (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 8: BFSI (Vertical) Market Share Breakdown by Region/Country: 2019 VS 2025

TABLE 9: Telecommunication (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2018-2025

TABLE 10: Telecommunication (Vertical) Share Breakdown Review by Region/Country: 2019 VS 2025

TABLE 11: Retail & Consumer Goods (Vertical) Worldwide Latent Demand Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 12: Retail & Consumer Goods (Vertical) Distribution of Global Sales by Region/Country: 2019 VS 2025

TABLE 13: Other Verticals (Vertical) Sales Estimates and Forecasts in US$ Million by Region/Country for the Years 2018 through 2025

TABLE 14: Other Verticals (Vertical) Global Market Share Distribution by Region/Country for 2019 and 2025

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES

Market Facts & Figures

US Customer Engagement Solutions Market Share (in %) by Company: 2019 & 2025

Market Analytics

TABLE 15: United States Customer Engagement Solutions Market Estimates and Projections in US$ Million by Component: 2018 to 2025

TABLE 16: United States Customer Engagement Solutions Market Share Breakdown by Component: 2019 VS 2025

TABLE 17: United States Customer Engagement Solutions Latent Demand Forecasts in US$ Million by Vertical: 2018 to 2025

TABLE 18: Customer Engagement Solutions Market Share Breakdown in the United States by Vertical: 2019 VS 2025

CANADA

TABLE 19: Canadian Customer Engagement Solutions Market Estimates and Forecasts in US$ Million by Component: 2018 to 2025

TABLE 20: Customer Engagement Solutions Market in Canada: Percentage Share Breakdown of Sales by Component for 2019 and 2025

TABLE 21: Canadian Customer Engagement Solutions Market Quantitative Demand Analysis in US$ Million by Vertical: 2018 to 2025

TABLE 22: Canadian Customer Engagement Solutions Market Share Analysis by Vertical: 2019 VS 2025

JAPAN

TABLE 23: Japanese Market for Customer Engagement Solutions: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2018-2025

TABLE 24: Japanese Customer Engagement Solutions Market Share Analysis by Component: 2019 VS 2025

TABLE 25: Japanese Demand Estimates and Forecasts for Customer Engagement Solutions in US$ Million by Vertical: 2018 to 2025

TABLE 26: Customer Engagement Solutions Market Share Shift in Japan by Vertical: 2019 VS 2025

CHINA

TABLE 27: Chinese Customer Engagement Solutions Market Growth Prospects in US$ Million by Component for the Period 2018-2025

TABLE 28: Chinese Customer Engagement Solutions Market by Component: Percentage Breakdown of Sales for 2019 and 2025

TABLE 29: Chinese Demand for Customer Engagement Solutions in US$ Million by Vertical: 2018 to 2025

TABLE 30: Chinese Customer Engagement Solutions Market Share Breakdown by Vertical: 2019 VS 2025

EUROPE

Market Facts & Figures

European Customer Engagement Solutions Market: Competitor Market Share Scenario (in %) for 2019 & 2025

Market Analytics

TABLE 31: European Customer Engagement Solutions Market Demand Scenario in US$ Million by Region/Country: 2018-2025

TABLE 32: European Customer Engagement Solutions Market Share Shift by Region/Country: 2019 VS 2025

TABLE 33: European Customer Engagement Solutions Market Estimates and Forecasts in US$ Million by Component: 2018-2025

TABLE 34: European Customer Engagement Solutions Market Share Breakdown by Component: 2019 VS 2025

TABLE 35: European Customer Engagement Solutions Addressable Market Opportunity in US$ Million by Vertical: 2018-2025

TABLE 36: European Customer Engagement Solutions Market Share Analysis by Vertical: 2019 VS 2025

FRANCE

TABLE 37: Customer Engagement Solutions Market in France by Component: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 38: French Customer Engagement Solutions Market Share Analysis by Component: 2019 VS 2025

TABLE 39: Customer Engagement Solutions Quantitative Demand Analysis in France in US$ Million by Vertical: 2018-2025

TABLE 40: French Customer Engagement Solutions Market Share Analysis: A 7-Year Perspective by Vertical for 2019 and 2025

GERMANY

TABLE 41: Customer Engagement Solutions Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Component for the Period 2018-2025

TABLE 42: German Customer Engagement Solutions Market Share Breakdown by Component: 2019 VS 2025

TABLE 43: Customer Engagement Solutions Market in Germany: Annual Sales Estimates and Forecasts in US$ Million by Vertical for the Period 2018-2025

TABLE 44: Customer Engagement Solutions Market Share Distribution in Germany by Vertical: 2019 VS 2025

ITALY

TABLE 45: Italian Customer Engagement Solutions Market Growth Prospects in US$ Million by Component for the Period 2018-2025

TABLE 46: Italian Customer Engagement Solutions Market by Component: Percentage Breakdown of Sales for 2019 and 2025

TABLE 47: Italian Demand for Customer Engagement Solutions in US$ Million by Vertical: 2018 to 2025

TABLE 48: Italian Customer Engagement Solutions Market Share Breakdown by Vertical: 2019 VS 2025

UNITED KINGDOM

TABLE 49: United Kingdom Market for Customer Engagement Solutions: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2018-2025

TABLE 50: United Kingdom Customer Engagement Solutions Market Share Analysis by Component: 2019 VS 2025

TABLE 51: United Kingdom Demand Estimates and Forecasts for Customer Engagement Solutions in US$ Million by Vertical: 2018 to 2025

TABLE 52: Customer Engagement Solutions Market Share Shift in the United Kingdom by Vertical: 2019 VS 2025

REST OF EUROPE

TABLE 53: Rest of Europe Customer Engagement Solutions Market Estimates and Forecasts in US$ Million by Component: 2018-2025

TABLE 54: Rest of Europe Customer Engagement Solutions Market Share Breakdown by Component: 2019 VS 2025

TABLE 55: Rest of Europe Customer Engagement Solutions Addressable Market Opportunity in US$ Million by Vertical: 2018-2025

TABLE 56: Rest of Europe Customer Engagement Solutions Market Share Analysis by Vertical: 2019 VS 2025

ASIA-PACIFIC

TABLE 57: Customer Engagement Solutions Market in Asia-Pacific by Component: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 58: Asia-Pacific Customer Engagement Solutions Market Share Analysis by Component: 2019 VS 2025

TABLE 59: Customer Engagement Solutions Quantitative Demand Analysis in Asia-Pacific in US$ Million by Vertical: 2018-2025

TABLE 60: Asia-Pacific Customer Engagement Solutions Market Share Analysis: A 7-Year Perspective by Vertical for 2019 and 2025

REST OF WORLD

TABLE 61: Rest of World Customer Engagement Solutions Market Estimates and Forecasts in US$ Million by Component: 2018 to 2025

TABLE 62: Customer Engagement Solutions Market in Rest of World: Percentage Share Breakdown of Sales by Component for 2019 and 2025

TABLE 63: Rest of World Customer Engagement Solutions Market Quantitative Demand Analysis in US$ Million by Vertical: 2018 to 2025

TABLE 64: Rest of World Customer Engagement Solutions Market Share Analysis by Vertical: 2019 VS 2025

IV. COMPETITION

ASPECT SOFTWARE

AVAYA

BPMONLINE (USA)

CRMNEXT

CALABRIO

EGAIN CORPORATION (USA)

EPTICA

FRESHWORKS

GENESYS

IBM CORPORATION

IFS-MPLSYSTEMS

LITHIUM TECHNOLOGIES

MICROSOFT CORPORATION

NICE SYSTEMS

NUANCE COMMUNICATIONS

OPENTEXT CORPORATION

ORACLE CORPORATION

PEGASYSTEMS

PITNEY BOWES

SAP SE

SALESFORCE.COM

SERVICENOW, INC.

SUGARCRM

VERINT SYSTEMS

ZENDESK, INC. (USA)

V. CURATED RESEARCH

Note: Product cover images may vary from those shown
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  • ASPECT SOFTWARE
  • AVAYA
  • BPMONLINE (USA)
  • CRMNEXT
  • CALABRIO
  • EGAIN CORPORATION (USA)
  • EPTICA
  • FRESHWORKS
  • GENESYS
  • IBM CORPORATION
  • IFS-MPLSYSTEMS
  • LITHIUM TECHNOLOGIES
  • MICROSOFT CORPORATION
  • NICE SYSTEMS
  • NUANCE COMMUNICATI
Note: Product cover images may vary from those shown
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