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The Customer Engagement: Worldwide Forecast 2019-2023

  • ID: 4856571
  • Report
  • November 2019
  • Region: Global
  • 25 Pages
  • Analysys Mason
Digital Customer Journeys and the Automation of Enterprise Engagement Functions will be the Key Drivers of New Spending in this Segment

This report provides forecasts for a communications service provider (CSP) spending on customer engagement software systems and related services for 2019–2023. It provides details on spending by delivery type, service type, sub-segment and region. The report also provides recommendations for how vendors and CSPs can make use of SaaS-based systems and automation to deliver a rich digital customer experience.

This forecast report provides:

  • a detailed, 5-year worldwide forecast for spending in the customer engagement market, split into:
    • four application segments: engagement platforms, sales, marketing, and customer service
    • two delivery types: product-related and professional services
    • four telecoms services: mobile, IoT, consumer fixed and business fixed
    • eight geographical regions: Central and Eastern Europe (CEE), developed Asia–Pacific (DVAP), emerging Asia–Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE).
  • an examination of key market drivers and inhibitors, and how they will change during the forecast period
  • analysis of the business environment and regional dynamics that will influence the customer care systems market
  • a detailed market definition
  • recommendations for communications service providers (CSPs) and vendors.
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