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顧客エンゲージメントソリューションの市場規模、シェア、動向分析レポート：コンポーネント別、展開別、企業規模別、最終用途別、地域別、セグメント別予測、2024年～2030年

Customer Engagement Solutions Market Size, Share & Trends Analysis Report By Component (Solutions, Services), By Deployment, By Enterprise Size, By End-use, By Region, And Segment Forecasts, 2024 - 2030

出版日
ページ情報
英文 80 Pages
納期
2～10営業日
カスタマイズ可能
価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=157.46円
顧客エンゲージメントソリューションの市場規模、シェア、動向分析レポート：コンポーネント別、展開別、企業規模別、最終用途別、地域別、セグメント別予測、2024年～2030年
出版日: 2024年04月05日
発行: Grand View Research
ページ情報: 英文 80 Pages
納期: 2～10営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

顧客エンゲージメントソリューション市場の成長と動向：

世界の顧客エンゲージメントソリューション市場規模は、2030年までに500億3,000万米ドルに達すると予測されます。

Grand View Research, Inc.の最新レポートによると、市場は2024～2030年にかけてCAGR 11.8％で拡大すると予測されています。オムニチャネルエンゲージメントの台頭は、顧客エンゲージメントソリューション業界の重要な成長促進要因です。企業が顧客の好むプラットフォームで顧客と接することの重要性を認識するようになり、様々なチャネルでシームレスなインタラクションを可能にする包括的なソリューションへの需要が急増しています。

オムニチャネル戦略を促進するカスタマーエンゲージメントソリューションは、ソーシャルメディア、モバイルアプリ、ウェブサイト、電子メール、チャットの各プラットフォームで一貫した体験を提供するために必要なツールやインフラを提供することで、このニーズに対応しています。この動向は、消費者の嗜好が進化し、どのチャネルを選択してもパーソナライズされた一貫性のあるインタラクションを期待するようになったことに起因しています。そのため、企業はエンゲージメントを強化し、ロイヤルティを育成し、優れた顧客体験を提供することで市場での競合を獲得するために、こうしたソリューションに投資しています。

人工知能（AI）と分析は、顧客エンゲージメントソリューションに利用され始めています。これらの技術により、企業は膨大な量の顧客データを収集し、実用的な洞察を導き出し、パーソナライズされたインタラクションを大規模に自動化することができます。AIを搭載したチャットボット、バーチャルアシスタント、予測分析、センチメント分析ツールは、企業に適切なコンテンツ、レコメンデーション、リアルタイムのサポートを提供する力を与え、エンゲージメントとコンバージョン率の向上を促進します。例えば、アリババはオンライン相談の75％、電話相談の40％にAIチャットボットを使用し、1日200万セッション、1日1,000万会話を処理しています。人間のエージェントの代わりにAIを採用することで、顧客満足度を25％向上させ、数100万米ドルのコスト削減を実現しました。

顧客エンゲージメントソリューション市場レポートハイライト：

  • コンポーネント別では、ソリューション部門が2023年に67.8%と最大の売上シェアを占めました。これは、スマートフォンとタブレットの普及と、シームレスなモバイル体験を提供する企業に対する顧客の期待の高まりに起因します。
  • 展開別では、オンプレミスが予測期間中に大きく成長すると予測されています。一部の業界では、データ管理や業界コンプライアンスのためにオンプレミスの展開を好みます。
  • 企業規模別では、大企業セグメントが2023年に最大の収益シェアを占める。大企業は重要な顧客データを扱うため、セキュリティ要件やコンプライアンスにつながり、このセグメントの成長に寄与しています。
  • 最終用途別では、小売・消費財セグメントが2024～2030年にかけて最も速いCAGRを記録すると予測されています。これは、競争の激化と消費者の嗜好の進化によるもので、企業は顧客体験を向上させるために顧客エンゲージメントソリューションに注目しています。
  • 北米は2023年の収益シェア38.2％で業界を支配し、予測期間中に大きく成長すると予測されています。これは、意思決定と戦略を推進するために顧客洞察と分析を使用することの重要性を認識するデータ駆動型のビジネス環境が増加しているためです。
  • 2023年12月、NICEはLiveVoxの買収完了を発表しました。この提携により、AI主導のCXを実現することを目的としたインタラクション中心のプラットフォームが構築されます。この提携は、組織がより良いカスタマーエクスペリエンスの実現を目指す中で、CX業務を簡素化し、CX AIを組み込んでスマートな自動化を推進することを目的としています。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 顧客エンゲージメントソリューション市場の変数、動向、範囲

  • 市場系統の展望
    • 親市場の展望
    • 関連/付随市場の展望
  • 市場力学
    • 市場牽引要因分析
    • 市場抑制要因分析
    • 市場機会分析
  • 顧客エンゲージメントソリューション市場分析ツール
    • 業界分析-ポーターのファイブフォース分析
    • PESTEL分析

第4章 顧客エンゲージメントソリューション市場：コンポーネント、推定・動向分析

  • セグメントダッシュボード
  • 顧客エンゲージメントソリューション市場：コンポーネント変動分析、100万米ドル、2023年と2030年

第5章 顧客エンゲージメントソリューション市場：展開推定・動向分析

  • セグメントダッシュボード
  • 顧客エンゲージメントソリューション市場：展開変動分析、100万米ドル、2023年と2030年

第6章 顧客エンゲージメントソリューション市場：企業規模、推定・動向分析

  • セグメントダッシュボード
  • 顧客エンゲージメントソリューション市場：企業規模変動分析、100万米ドル、2023年と2030年

第7章 顧客エンゲージメントソリューション市場：最終用途、推定・動向分析

  • セグメントダッシュボード
  • 顧客エンゲージメントソリューション市場：最終用途変動分析、100万米ドル、2023年と2030年

第8章 顧客エンゲージメントソリューション市場：地域推定・動向分析

  • 顧客エンゲージメントソリューションの市場シェア、地域別、2023年と2030年100万米ドル
  • 北米
    • 北米市場推定・予測、2018～2030年
    • 米国
    • カナダ
  • 欧州
    • 欧州市場推定・予測、2018～2030年
    • 英国
    • ドイツ
    • フランス
    • イタリア
  • アジア太平洋
    • アジア太平洋市場推定・予測、2018～2030年
    • 日本
    • 中国
    • インド
    • オーストラリア
    • 韓国
  • ラテンアメリカ
    • ラテンアメリカ市場推定・予測、2018～2030年
    • ブラジル
    • メキシコ
    • アルゼンチン
  • 中東・アフリカ
    • 中東・アフリカ市場推定・予測、2018～2030年
    • 南アフリカ
    • サウジアラビア
    • アラブ首長国連邦

第9章 競合情勢

  • 主要市場参入企業による最近の動向と影響分析
  • 企業分類
  • 企業の市場ポジショニング
  • 企業ヒートマップ分析
  • 戦略マッピング
    • 拡大
    • 合併と買収
    • パートナーシップとコラボレーション
    • 新製品の発売
    • 研究開発
  • 企業プロファイル
    • Accenture
    • Alvaria, Inc.
    • Avaya Inc.
    • Calabrio Inc.
    • Genesys
    • IBM Corporation
    • Nice Systems Ltd
    • Nuance Communications Inc.
    • OpenText Corporation
    • Oracle Corporation
    • Pegasystems Inc.
    • Salesforce.com Inc.
    • SAP SE
    • Verint Systems Inc.
図表

List of Tables

  • Table 1 List of abbreviations
  • Table 2 North America customer engagement solution market, by region, 2018 - 2030 (USD Million)
  • Table 3 North America customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 4 North America customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 5 North America customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 6 North America customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 7 U.S. customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 8 U.S. customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 9 U.S. customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 10 U.S. customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 11 Canada customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 12 Canada customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 13 Canada customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 14 Canada customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 15 Europe customer engagement solution market, by region, 2018 - 2030 (USD Million)
  • Table 16 Europe customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 17 Europe customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 18 Europe customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 19 Europe customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 20 Germany customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 21 Germany customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 22 Germany customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 23 Germany customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 24 UK customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 25 UK customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 26 UK customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 27 UK customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 28 France customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 29 France customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 30 France customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 31 France customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 32 Italy customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 33 Italy customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 34 Italy customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 35 Italy customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 36 Asia Pacific customer engagement solution market, by region, 2018 - 2030 (USD Million)
  • Table 37 Asia Pacific customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 38 Asia Pacific customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 39 Asia Pacific customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 40 Asia Pacific customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 41 China customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 42 China customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 43 China customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 44 China customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 45 Japan customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 46 Japan customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 47 Japan customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 48 Japan customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 49 India customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 50 India customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 51 India customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 52 India customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 53 South Korea customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 54 South Korea customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 55 South Korea customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 56 South Korea customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 57 Australia customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 58 Australia customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 59 Australia customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 60 Australia customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 61 Latin America customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 62 Latin America customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 63 Latin America customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 64 Latin America customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 65 Brazil customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 66 Brazil customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 67 Brazil customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 68 Brazil customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 69 Mexico customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 70 Mexico customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 71 Mexico customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 72 Mexico customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 73 Argentina customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 74 Argentina customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 75 Argentina customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 76 Argentina customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 77 MEA customer engagement solution market, by region, 2018 - 2030 (USD Million)
  • Table 78 MEA customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 79 MEA customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 80 MEA customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 81 MEA customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 82 South Africa customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 83 South Africa customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 84 South Africa customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 85 South Africa customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 86 Saudi Arabia customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 87 Saudi Arabia customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 88 Saudi Arabia customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 89 Saudi Arabia customer engagement solution market, by end-use, 2018 - 2030 (USD Million)
  • Table 90 UAE customer engagement solution market, by component, 2018 - 2030 (USD Million)
  • Table 91 UAE customer engagement solution market, by deployment, 2018 - 2030 (USD Million)
  • Table 92 UAE customer engagement solution market, by enterprise size, 2018 - 2030 (USD Million)
  • Table 93 UAE customer engagement solution market, by end-use, 2018 - 2030 (USD Million)

List of Figures

  • Fig. 1 Market research process
  • Fig. 2 Customer engagement solution market segmentation
  • Fig. 3 Customer engagement solution landscape
  • Fig. 4 Information procurement
  • Fig. 5 Data analysis models
  • Fig. 6 Market formulation and validation
  • Fig. 7 Data validating & publishing
  • Fig. 8 Market snapshot
  • Fig. 9 Segment snapshot (1/2)
  • Fig. 10 Segment snapshot (2/2)
  • Fig. 11 Competitive landscape snapshot
  • Fig. 12 Customer engagement solution market: Industry value chain analysis
  • Fig. 13 Customer engagement solution market: Market dynamics
  • Fig. 14 Customer engagement solution market: PORTER's analysis
  • Fig. 15 Customer engagement solution market: PESTEL analysis
  • Fig. 16 Customer engagement solution market: Component movement analysis
  • Fig. 17 Customer engagement solution market: Component outlook and key takeaways
  • Fig. 18 Solution market estimates and forecasts,2018 - 2030
  • Fig. 19 Analytics & reporting market estimates and forecasts,2018 - 2030
  • Fig. 20 Omnichannel market estimates and forecasts,2018 - 2030
  • Fig. 21 Robotic process optimization market estimates and forecasts,2018 - 2030
  • Fig. 22 Self-service market estimates and forecasts,2018 - 2030
  • Fig. 23 Workforce optimization market estimates and forecasts,2018 - 2030
  • Fig. 24 Service market estimates and forecasts,2018 - 2030
  • Fig. 25 Integration & deployment market estimates and forecasts,2018 - 2030
  • Fig. 26 Support & maintenance market estimates and forecasts,2018 - 2030
  • Fig. 27 Training & consulting market estimates and forecasts,2018 - 2030
  • Fig. 28 Customer engagement solution market: Deployment movement analysis
  • Fig. 29 Customer engagement solution market: Deployment outlook and key takeaways
  • Fig. 30 Hosted market estimates and forecasts,2018 - 2030
  • Fig. 31 On-premise market estimates and forecasts,2018 - 2030
  • Fig. 32 Customer engagement solution Market: Enterprise size movement analysis
  • Fig. 33 Customer engagement solution market: Enterprise size outlook and key takeaways
  • Fig. 34 SMEs market estimates and forecasts, 2018 - 2030
  • Fig. 35 Large enterprises market estimates and forecasts, 2018 - 2030
  • Fig. 36 Customer engagement solution Market: End-use movement Analysis
  • Fig. 37 Customer engagement solution market: End-use outlook and key takeaways
  • Fig. 38 BFSI market estimates and forecasts, 2018 - 2030
  • Fig. 39 Retail & consumer goods market estimates and forecasts, 2018 - 2030
  • Fig. 40 Healthcare market estimates and forecasts, 2018 - 2030
  • Fig. 41 IT & telecom market estimates and forecasts, 2018 - 2030
  • Fig. 42 Government, energy & utilities market estimates and forecasts, 2018 - 2030
  • Fig. 43 Manufacturing market estimates and forecasts, 2018 - 2030
  • Fig. 44 Travel & hospitality market estimates and forecasts, 2018 - 2030
  • Fig. 45 Others market estimates and forecasts, 2018 - 2030
  • Fig. 46 Global customer engagement solution market: Regional movement analysis
  • Fig. 47 Global customer engagement solution market: Regional outlook and key takeaways
  • Fig. 48 Global customer engagement solution market share and leading players
  • Fig. 49 North America market estimates and forecasts, 2018 - 2030
  • Fig. 50 U.S. customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 51 Canada customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 52 Europe customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 53 UK customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 54 Germany customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 55 France customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 56 Italy customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 57 Asia Pacific customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 58 China customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 59 Japan customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 60 India customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 61 South Korea customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 62 Australia customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 63 Latin America customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 64 Brazil customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 65 Mexico customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 66 Argentina customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 67 Middle East and Africa customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 68 South Africa customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 69 Saudi Arabia customer engagement solution market estimates and forecasts, 2018 - 2030
  • Fig. 70 UAE customer engagement solution market estimates and forecasts, 2018 - 2030
目次
Product Code: GVR-4-68040-249-2

Customer Engagement Solutions Market Growth & Trends:

The global customer engagement solutions market size is anticipated to reach USD 50.03 billion by 2030. The market is anticipated to expand at a CAGR of 11.8% from 2024 to 2030, according to a new report by Grand View Research, Inc. The rise of omnichannel engagement is a significant growth driver for the customer engagement solutions industry. As businesses increasingly recognize the importance of meeting customers on their preferred platforms, the demand for comprehensive solutions that enable seamless interactions across various channels is surging.

Customer engagement solutions that facilitate omnichannel strategies address this need by providing the tools and infrastructure necessary to deliver consistent experiences across social media, mobile apps, websites, email, and chat platforms. This trend is driven by consumers' evolving preferences, who expect personalized and cohesive interactions regardless of the channel they choose. Therefore, businesses are investing in these solutions to enhance engagement, foster loyalty, and gain a competitive edge in the market by delivering superior customer experiences.

Artificial Intelligence (AI) and analytics are beginning to be used in customer engagement solutions. These technologies enable companies to gather vast amounts of customer data, derive actionable insights, and automate personalized interactions at scale. AI-powered chatbots, virtual assistants, predictive analytics, and sentiment analysis tools empower businesses to deliver relevant content, recommendations, and real-time support, driving improved engagement and conversion rates. For instance , Alibaba uses AI chatbots for 75% of its online and 40% of phone consultations, handling over 2 million daily sessions and 10 million daily conversations. It has raised customer satisfaction by 25% and saved the company millions by employing AI instead of human agents.

Customer Engagement Solutions Market Report Highlights:

  • Based on component, the solution segment accounted for the largest revenue share of 67.8% in 2023. This can be attributed to the widespread adoption of smartphones and tablets and customers' growing expectations from businesses to provide seamless mobile experiences.
  • Based on deployment, the on-premise segment is anticipated to grow significantly during the forecast period. Some industries prefer on-premise deployment for data control and industry compliance.
  • Based on enterprise size, the large enterprises segment held the largest revenue share in 2023. Large enterprises handle significant customer data, leading to security requirements and compliance, which contributes to the growth of this segment
  • Based on end-use, the retail & consumer goods segment is anticipated to witness the fastest CAGR from 2024 to 2030, owing to increasing competition and evolving consumer preferences; companies are turning to customer engagement solutions to improve customer experiences.
  • North America dominated the industry with a revenue share of 38.2% in 2023 and is projected to grow significantly over the forecast period, due to the increasing data-driven business environment that recognizes the importance of using customer insights and analytics to drive decision-making and strategy.
  • In December 2023, NICE announced the completion of its acquisition of LiveVox. This collaboration creates an interaction-centric platform that is aimed at delivering AI-driven CX. This partnership aims to simplify CX operations and embed CX AI to drive smart automation as organizations seek to achieve better customer experience.

Table of Contents

Chapter 1. Methodology and Scope

  • 1.1. Market Segmentation & Scope
  • 1.2. Segment Definitions
    • 1.2.1. Component
    • 1.2.2. Deployment
    • 1.2.3. Enterprise size
    • 1.2.4. End-use
    • 1.2.5. Regional scope
    • 1.2.6. Estimates and forecasts timeline
  • 1.3. Research Methodology
  • 1.4. Information Procurement
    • 1.4.1. Information Procurement
    • 1.4.2. Information or Data Analysis
    • 1.4.3. Market Formulation & Data Visualization
    • 1.4.4. Data Validation & Publishing
  • 1.5. Research Scope and Assumptions
    • 1.5.1. List of Data Sources

Chapter 2. Executive Summary

  • 2.1. Market Outlook
  • 2.2. Segment Outlook
    • 2.2.1. Component outlook
    • 2.2.2. Deployment outlook
    • 2.2.3. Enterprise size outlook
    • 2.2.4. End-use outlook
  • 2.3. Competitive Insights

Chapter 3. Customer Engagement Solution Market Variables, Trends & Scope

  • 3.1. Market Lineage Outlook
    • 3.1.1. Parent market outlook
    • 3.1.2. Related/ancillary market outlook
  • 3.2. Market Dynamics
    • 3.2.1. Market driver analysis
      • 3.2.1.1. Rise in adoption of customer engagement solutions to reduce customer churn rate
      • 3.2.1.2. Increase in use of e-commerce and m-commerce platforms
    • 3.2.2. Market restraint analysis
      • 3.2.2.1. Growing privacy and security concerns
    • 3.2.3. Market opportunity analysis
      • 3.2.3.1. Growing investment in technologies such as artificial intelligence
  • 3.3. Customer Engagement Solution Market Analysis Tools
    • 3.3.1. Industry Analysis - Porter's
      • 3.3.1.1. Supplier power
      • 3.3.1.2. Buyer power
      • 3.3.1.3. Substitution threat
      • 3.3.1.4. Threat of new entrant
      • 3.3.1.5. Competitive rivalry
    • 3.3.2. PESTEL Analysis
      • 3.3.2.1. Political landscape
      • 3.3.2.2. Economic landscape
      • 3.3.2.3. Social landscape
      • 3.3.2.4. Technological landscape
      • 3.3.2.5. Environmental landscape
      • 3.3.2.6. Legal landscape

Chapter 4. Customer Engagement Solution Market: Component Estimates & Trend Analysis

  • 4.1. Segment Dashboard
  • 4.2. Customer Engagement Solution Market: Component Movement Analysis, USD Million, 2023 & 2030
    • 4.2.1. Solution
      • 4.2.1.1. Solution market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.1.2. Analytics & reporting
      • 4.2.1.2.1. Analytics & reporting market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.1.3. Omnichannel
      • 4.2.1.3.1. Omnichannel market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.1.4. Robotic process optimization
      • 4.2.1.4.1. Robotic process optimization market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.1.5. Self-service
      • 4.2.1.5.1. Self-service market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.1.6. Workforce optimization
      • 4.2.1.6.1. Workforce optimization market estimates and forecasts 2018 to 2030 (USD Million)
    • 4.2.2. Service
      • 4.2.2.1. Services market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.2.2. Integration & deployment
      • 4.2.2.2.1. Integration & deployment market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.2.3. Support & maintenance
      • 4.2.2.3.1. Support & maintenance market estimates and forecasts 2018 to 2030 (USD Million)
      • 4.2.2.4. Training & consulting
      • 4.2.2.4.1. Training & consulting market estimates and forecasts 2018 to 2030 (USD Million)

Chapter 5. Customer Engagement Solution Market: Deployment Estimates & Trend Analysis

  • 5.1. Segment Dashboard
  • 5.2. Customer Engagement Solution Market: Deployment Movement Analysis, USD Million, 2023 & 2030
    • 5.2.1. Hosted
      • 5.2.1.1. Hosted market estimates and forecasts 2018 to 2030 (USD Million)
    • 5.2.2. On-Premise
      • 5.2.2.1. On-premise market estimates and forecasts 2018 to 2030 (USD Million)

Chapter 6. Customer Engagement Solution Market: Enterprise Size Estimates & Trend Analysis

  • 6.1. Segment Dashboard
  • 6.2. Customer Engagement Solution Market: Deployment Movement Analysis, USD Million, 2023 & 2030
    • 6.2.1. SMEs
      • 6.2.1.1. market estimates and forecasts 2018 to 2030 (USD Million)
    • 6.2.2. Large enterprises
      • 6.2.2.1. market estimates and forecasts 2018 to 2030 (USD Million)

Chapter 7. Customer Engagement Solution Market: End-use Estimates & Trend Analysis

  • 7.1. Segment Dashboard
  • 7.2. Customer Engagement Solution Market: End-use Movement Analysis, USD Million, 2023 & 2030
    • 7.2.1. BFSI
      • 7.2.1.1. BFSI market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.2. Retail & Consumer Goods
      • 7.2.2.1. Retail & consumer goods market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.3. Healthcare
      • 7.2.3.1. Healthcare market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.4. IT & Telecom
      • 7.2.4.1. IT & telecom market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.5. Government, Energy & Utilities
      • 7.2.5.1. Government, energy & utilities market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.6. Manufacturing
      • 7.2.6.1. Manufacturing market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.7. Travel & Hospitality
      • 7.2.7.1. Travel & hospitality market estimates and forecasts 2018 to 2030 (USD Million)
    • 7.2.8. Others
      • 7.2.8.1. Others market estimates and forecasts 2018 to 2030 (USD Million)

Chapter 8. Customer Engagement Solution Market: Regional Estimates & Trend Analysis

  • 8.1. Customer Engagement Solution Market Share, By Region, 2023 & 2030 USD Million
  • 8.2. North America
    • 8.2.1. North America market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.2.2. U.S.
      • 8.2.2.1. U.S. market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.2.3. Canada
      • 8.2.3.1. Canada market estimates and forecasts 2018 to 2030 (USD Million)
  • 8.3. Europe
    • 8.3.1. Europe market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.3.2. UK
      • 8.3.2.1. UK market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.3.3. Germany
      • 8.3.3.1. Germany market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.3.4. France
      • 8.3.4.1. France market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.3.5. Italy
      • 8.3.5.1. Italy market estimates and forecasts 2018 to 2030 (USD Million)
  • 8.4. Asia Pacific
    • 8.4.1. Asia Pacific market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.4.2. Japan
      • 8.4.2.1. Japan market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.4.3. China
      • 8.4.3.1. China market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.4.4. India
      • 8.4.4.1. India market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.4.5. Australia
      • 8.4.5.1. Australia market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.4.6. South Korea
      • 8.4.6.1. South Korea market estimates and forecasts 2018 to 2030 (USD Million)
  • 8.5. Latin America
    • 8.5.1. Latin America market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.5.2. Brazil
      • 8.5.2.1. Brazil market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.5.3. Mexico
      • 8.5.3.1. Mexico market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.5.4. Argentina
      • 8.5.4.1. Argentina market estimates and forecasts 2018 to 2030 (USD Million)
  • 8.6. MEA
    • 8.6.1. MEA market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.6.2. South Africa
      • 8.6.2.1. South Africa market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.6.3. Saudi Arabia
      • 8.6.3.1. Saudi Arabia market estimates and forecasts 2018 to 2030 (USD Million)
    • 8.6.4. UAE
      • 8.6.4.1. UAE market estimates and forecasts 2018 to 2030 (USD Million)

Chapter 9. Competitive Landscape

  • 9.1. Recent Developments & Impact Analysis, By Key Market Participants
  • 9.2. Company Categorization
  • 9.3. Company Market Positioning
  • 9.4. Company Heat Map Analysis
  • 9.5. Strategy Mapping
    • 9.5.1. Expansion
    • 9.5.2. Mergers & Acquisition
    • 9.5.3. Partnerships & Collaborations
    • 9.5.4. New Product Launches
    • 9.5.5. Research And Development
  • 9.6. Company Profiles
    • 9.6.1. Accenture
      • 9.6.1.1. Company overview
      • 9.6.1.2. Financial performance
      • 9.6.1.3. Product benchmarking
      • 9.6.1.4. Strategic initiatives
    • 9.6.2. Alvaria, Inc.
      • 9.6.2.1. Company overview
      • 9.6.2.2. Financial performance
      • 9.6.2.3. Product benchmarking
      • 9.6.2.4. Strategic initiatives
    • 9.6.3. Avaya Inc.
      • 9.6.3.1. Company overview
      • 9.6.3.2. Financial performance
      • 9.6.3.3. Product benchmarking
      • 9.6.3.4. Strategic initiatives
    • 9.6.4. Calabrio Inc.
      • 9.6.4.1. Company overview
      • 9.6.4.2. Financial performance
      • 9.6.4.3. Product benchmarking
      • 9.6.4.4. Strategic initiatives
    • 9.6.5. Genesys
      • 9.6.5.1. Company overview
      • 9.6.5.2. Financial performance
      • 9.6.5.3. Product benchmarking
      • 9.6.5.4. Strategic initiatives
    • 9.6.6. IBM Corporation
      • 9.6.6.1. Company overview
      • 9.6.6.2. Financial performance
      • 9.6.6.3. Product benchmarking
      • 9.6.6.4. Strategic initiatives
    • 9.6.7. Nice Systems Ltd
      • 9.6.7.1. Company overview
      • 9.6.7.2. Financial performance
      • 9.6.7.3. Product benchmarking
      • 9.6.7.4. Strategic initiatives
    • 9.6.8. Nuance Communications Inc.
      • 9.6.8.1. Company overview
      • 9.6.8.2. Financial performance
      • 9.6.8.3. Product benchmarking
      • 9.6.8.4. Strategic initiatives
    • 9.6.9. OpenText Corporation
      • 9.6.9.1. Company overview
      • 9.6.9.2. Financial performance
      • 9.6.9.3. Product benchmarking
      • 9.6.9.4. Strategic initiatives
    • 9.6.10. Oracle Corporation
      • 9.6.10.1. Company overview
      • 9.6.10.2. Financial performance
      • 9.6.10.3. Product benchmarking
      • 9.6.10.4. Strategic initiatives
    • 9.6.11. Pegasystems Inc.
      • 9.6.11.1. Company overview
      • 9.6.11.2. Financial performance
      • 9.6.11.3. Product benchmarking
      • 9.6.11.4. Strategic initiatives
    • 9.6.12. Salesforce.com Inc.
      • 9.6.12.1. Company overview
      • 9.6.12.2. Financial performance
      • 9.6.12.3. Product benchmarking
      • 9.6.12.4. Strategic initiatives
    • 9.6.13. SAP SE
      • 9.6.13.1. Company overview
      • 9.6.13.2. Financial performance
      • 9.6.13.3. Product benchmarking
      • 9.6.13.4. Strategic initiatives
    • 9.6.14. Verint Systems Inc.
      • 9.6.14.1. Company overview
      • 9.6.14.2. Financial performance
      • 9.6.14.3. Product benchmarking
      • 9.6.14.4. Strategic initiatives