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Global Customer Engagement Software Market by Component (Services, Solutions), Deployment (On-Cloud, On-Premise), Application - Forecast 2024-2030

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    Report

  • 188 Pages
  • March 2024
  • Region: Global
  • 360iResearch™
  • ID: 4904706
1h Free Analyst Time
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The Customer Engagement Software Market size was estimated at USD 15.41 billion in 2023, USD 17.01 billion in 2024, and is expected to grow at a CAGR of 10.45% to reach USD 30.92 billion by 2030.

FPNV Positioning Matrix

The FPNV Positioning Matrix is pivotal in evaluating the Customer Engagement Software Market. It offers a comprehensive assessment of vendors, examining key metrics related to Business Strategy and Product Satisfaction. This in-depth analysis empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital (V).

Market Share Analysis

The Market Share Analysis is a comprehensive tool that provides an insightful and in-depth examination of the current state of vendors in the Customer Engagement Software Market. By meticulously comparing and analyzing vendor contributions in terms of overall revenue, customer base, and other key metrics, we can offer companies a greater understanding of their performance and the challenges they face when competing for market share. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With this expanded level of detail, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.

Key Company Profiles

The report delves into recent significant developments in the Customer Engagement Software Market, highlighting leading vendors and their innovative profiles. These include Aspect Software, Genesys, International Business Machine Corporation, Marketo Inc, Microsoft Corporation, Nuance Communications, Inc., OpenText Corporation, Oracle Corporation, Pegasystems Inc., Pitney Bowes Inc., Salesforce, Inc., Verint Systems, Inc., Zendesk Inc., and Zoho Corporation.

Market Segmentation & Coverage

This research report categorizes the Customer Engagement Software Market to forecast the revenues and analyze trends in each of the following sub-markets:

  • Component
    • Services
      • Consulting Services
      • Implementation & Integration Services
      • Support & Maintenance Services
    • Solutions
      • Analytics & Reporting
      • Omnichannel
      • Robotic Process Optimization
      • Workforce Optimization
  • Deployment
    • On-Cloud
    • On-Premise
  • Application
    • Automotive & Transportation
    • BFSI
    • Consumer Goods & Retail
    • Healthcare & Life Sciences
    • Manufacturing
    • Media & Entertainment
    • Telecommunication
    • Travel & Hospitality
  • Region
    • Americas
      • Argentina
      • Brazil
      • Canada
      • Mexico
      • United States
        • California
        • Florida
        • Illinois
        • New York
        • Ohio
        • Pennsylvania
        • Texas
    • Asia-Pacific
      • Australia
      • China
      • India
      • Indonesia
      • Japan
      • Malaysia
      • Philippines
      • Singapore
      • South Korea
      • Taiwan
      • Thailand
      • Vietnam
    • Europe, Middle East & Africa
      • Denmark
      • Egypt
      • Finland
      • France
      • Germany
      • Israel
      • Italy
      • Netherlands
      • Nigeria
      • Norway
      • Poland
      • Qatar
      • Russia
      • Saudi Arabia
      • South Africa
      • Spain
      • Sweden
      • Switzerland
      • Turkey
      • United Arab Emirates
      • United Kingdom

The report offers valuable insights on the following aspects

  1. Market Penetration: It presents comprehensive information on the market provided by key players.
  2. Market Development: It delves deep into lucrative emerging markets and analyzes the penetration across mature market segments.
  3. Market Diversification: It provides detailed information on new product launches, untapped geographic regions, recent developments, and investments.
  4. Competitive Assessment & Intelligence: It conducts an exhaustive assessment of market shares, strategies, products, certifications, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players.
  5. Product Development & Innovation: It offers intelligent insights on future technologies, R&D activities, and breakthrough product developments.

The report addresses key questions such as

  1. What is the market size and forecast of the Customer Engagement Software Market?
  2. Which products, segments, applications, and areas should one consider investing in over the forecast period in the Customer Engagement Software Market?
  3. What are the technology trends and regulatory frameworks in the Customer Engagement Software Market?
  4. What is the market share of the leading vendors in the Customer Engagement Software Market?
  5. Which modes and strategic moves are suitable for entering the Customer Engagement Software Market?

 

Additional Product Information:

  • Purchase of this report includes 1 year online access with quarterly updates
  • This report can be updated on request. Please contact our Customer Experience team using the Ask a Question widget on our website

Please note: For this report, the purchase of an Enterprise license allows up to ten worldwide users of an organization access to the report

Purchase of this report includes 1 year online access with quarterly updates

Purchase of this report includes 1 year online access with quarterly updates

Additional Product Information:

  • Purchase of this report includes 1 year online access with quarterly updates
  • This report can be updated on request. Please contact our Customer Experience team using the Ask a Question widget on our website

Please note: For this report, the purchase of an Enterprise license allows up to ten worldwide users of an organization access to the report

Table of Contents

1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Limitations
1.7. Assumptions
1.8. Stakeholders
2. Research Methodology
2.1. Define: Research Objective
2.2. Determine: Research Design
2.3. Prepare: Research Instrument
2.4. Collect: Data Source
2.5. Analyze: Data Interpretation
2.6. Formulate: Data Verification
2.7. Publish: Research Report
2.8. Repeat: Report Update
3. Executive Summary
4. Market Overview
4.1. Introduction
4.2. Customer Engagement Software Market, by Region
5. Market Insights
5.1. Market Dynamics
5.1.1. Drivers
5.1.1.1. Growing importance of customer service due to rising revenues
5.1.1.2. Soaring proliferation of personal digital assistants (PDA), smart phones, and tablets
5.1.1.3. Increasing use of e-commerce and m-commerce platforms
5.1.2. Restraints
5.1.2.1. Customized expectations of customers
5.1.3. Opportunities
5.1.3.1. Introduction of cloud based solutions integrated with AI
5.1.3.2. Integration of IoT with customer engagement solution
5.1.4. Challenges
5.1.4.1. Complexities in synchronizing data between customer engagement solution and other technology
5.2. Market Segmentation Analysis
5.3. Market Trend Analysis
5.4. Cumulative Impact of High Inflation
5.5. Porter’s Five Forces Analysis
5.5.1. Threat of New Entrants
5.5.2. Threat of Substitutes
5.5.3. Bargaining Power of Customers
5.5.4. Bargaining Power of Suppliers
5.5.5. Industry Rivalry
5.6. Value Chain & Critical Path Analysis
5.7. Regulatory Framework
6. Customer Engagement Software Market, by Component
6.1. Introduction
6.2. Services
6.3.1. Consulting Services
6.3.2. Implementation & Integration Services
6.3.3. Support & Maintenance Services
6.3. Solutions
6.4.1. Analytics & Reporting
6.4.2. Omnichannel
6.4.3. Robotic Process Optimization
6.4.4. Workforce Optimization
7. Customer Engagement Software Market, by Deployment
7.1. Introduction
7.2. On-Cloud
7.3. On-Premise
8. Customer Engagement Software Market, by Application
8.1. Introduction
8.2. Automotive & Transportation
8.3. BFSI
8.4. Consumer Goods & Retail
8.5. Healthcare & Life Sciences
8.6. Manufacturing
8.7. Media & Entertainment
8.8. Telecommunication
8.9. Travel & Hospitality
9. Americas Customer Engagement Software Market
9.1. Introduction
9.2. Argentina
9.3. Brazil
9.4. Canada
9.5. Mexico
9.6. United States
10. Asia-Pacific Customer Engagement Software Market
10.1. Introduction
10.2. Australia
10.3. China
10.4. India
10.5. Indonesia
10.6. Japan
10.7. Malaysia
10.8. Philippines
10.9. Singapore
10.10. South Korea
10.11. Taiwan
10.12. Thailand
10.13. Vietnam
11. Europe, Middle East & Africa Customer Engagement Software Market
11.1. Introduction
11.2. Denmark
11.3. Egypt
11.4. Finland
11.5. France
11.6. Germany
11.7. Israel
11.8. Italy
11.9. Netherlands
11.10. Nigeria
11.11. Norway
11.12. Poland
11.13. Qatar
11.14. Russia
11.15. Saudi Arabia
11.16. South Africa
11.17. Spain
11.18. Sweden
11.19. Switzerland
11.20. Turkey
11.21. United Arab Emirates
11.22. United Kingdom
12. Competitive Landscape
12.1. FPNV Positioning Matrix
12.2. Market Share Analysis, By Key Player
12.3. Competitive Scenario Analysis, By Key Player
13. Competitive Portfolio
13.1. Key Company Profiles
13.1.1. Aspect Software
13.1.2. Genesys
13.1.3. International Business Machine Corporation
13.1.4. Marketo Inc
13.1.5. Microsoft Corporation
13.1.6. Nuance Communications, Inc.
13.1.7. OpenText Corporation
13.1.8. Oracle Corporation
13.1.9. Pegasystems Inc.
13.1.10. Pitney Bowes Inc.
13.1.11. Salesforce, Inc.
13.1.12. Verint Systems, Inc.
13.1.13. Zendesk Inc.
13.1.14. Zoho Corporation
13.2. Key Product Portfolio
14. Appendix
14.1. Discussion Guide
14.2. License & Pricing
List of Figures
FIGURE 1. CUSTOMER ENGAGEMENT SOFTWARE MARKET RESEARCH PROCESS
FIGURE 2. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, 2023 VS 2030
FIGURE 3. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, 2018-2030 (USD MILLION)
FIGURE 4. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY REGION, 2023 VS 2030 (%)
FIGURE 5. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY REGION, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 6. CUSTOMER ENGAGEMENT SOFTWARE MARKET DYNAMICS
FIGURE 7. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COMPONENT, 2023 VS 2030 (%)
FIGURE 8. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COMPONENT, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 9. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2023 VS 2030 (%)
FIGURE 10. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 11. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY APPLICATION, 2023 VS 2030 (%)
FIGURE 12. CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY APPLICATION, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 13. AMERICAS CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 14. AMERICAS CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 15. UNITED STATES CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY STATE, 2023 VS 2030 (%)
FIGURE 16. UNITED STATES CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY STATE, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 17. ASIA-PACIFIC CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 18. ASIA-PACIFIC CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 19. EUROPE, MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 20. EUROPE, MIDDLE EAST & AFRICA CUSTOMER ENGAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 21. CUSTOMER ENGAGEMENT SOFTWARE MARKET, FPNV POSITIONING MATRIX, 2023
FIGURE 22. CUSTOMER ENGAGEMENT SOFTWARE MARKET SHARE, BY KEY PLAYER, 2023

Companies Mentioned (Partial List)

A selection of companies mentioned in this report includes, but is not limited to:

  • Aspect Software
  • Genesys
  • International Business Machine Corporation
  • Marketo Inc
  • Microsoft Corporation
  • Nuance Communications, Inc.
  • OpenText Corporation
  • Oracle Corporation
  • Pegasystems Inc.
  • Pitney Bowes Inc.
  • Salesforce, Inc.
  • Verint Systems, Inc.
  • Zendesk Inc.
  • Zoho Corporation

Methodology

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