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市場調査レポート
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1298693

顧客体験管理ソフトウェア市場:世界の産業動向、シェア、規模、成長機会、2023-2028年予測

Customer Experience Management Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028

出版日: | 発行: IMARC | ページ情報: 英文 135 Pages | 納期: 2~3営業日

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価格
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顧客体験管理ソフトウェア市場:世界の産業動向、シェア、規模、成長機会、2023-2028年予測
出版日: 2023年06月14日
発行: IMARC
ページ情報: 英文 135 Pages
納期: 2~3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界の顧客体験管理ソフトウェア市場規模は、2022年に114億5,590万米ドルに達しました。今後、IMARC Groupは、市場は2023年から2028年の間に13.85%の成長率(CAGR)を示し、2028年までに267億6,200万米ドルに達すると予測しています。

顧客体験管理(CEM)ソフトウェアは、ブランドに対する顧客の反応を追跡、反応、監視し、期待に応え、全体的な体験を向上させることを支援します。また、フィードバックの分析も支援し、ビジネスに有利な結果をもたらすための行動を取るための包括的な洞察を組織に提供します。リアルタイムで更新される顧客情報はすべて保存され、さまざまなチームと簡単に共有できます。その結果、小売、ヘルスケア、メディア・エンターテインメント(M&E)、銀行・金融サービス・保険(BFSI)の各分野で、世界的に広範な用途が見出されています。

顧客体験管理ソフトウェアの市場動向:

市場競争の激化に伴い、最近のブランドは顧客中心のアプローチ戦略を採用し、収益性を高めるために顧客からのフィードバックや経験に大きく依存しています。また、全体的な売上にプラスの影響を与えるために、M&A(合併・買収)、製品発表、戦略的開発、提携・協力にも注力しています。さらに、スマートフォンへの依存度が高まっていることや、無料宅配や簡単な返品ポリシーなどオンラインショッピングサイトを通じて提供される利便性により、eコマース分野が盛んになっていることが、市場の成長を強化しています。これとは別に、世界中でクラウドベースのCEMソフトウェアに対する需要が高まっていることも、市場の成長を後押ししています。また、顧客はモバイルアプリ、ウェブサイト、チャットなど複数のプラットフォームを利用しているため、統一プラットフォームでカスタマーレビューを収集する必要性があります。これは、顧客のニーズを判断し対応するためのCEMソフトウェアのアプリケーションの増加と相まって、市場にプラスの影響を与えています。これに加えて、急速なデジタル化、ベンチャーキャピタルからの投資の増加、世界中で高まるデジタル顧客との交流が、CEMソフトウェアソリューションの需要を刺激しています。

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査目的
  • 利害関係者
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界の顧客体験管理ソフトウェア市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳:コンポーネント別

  • ソリューション
    • 市場動向
    • 市場予測
  • サービス
    • 市場動向
    • 市場予測

第7章 市場内訳:タッチポイント別

  • 店舗/支店
    • 市場動向
    • 市場予測
  • コールセンター
    • 市場動向
    • 市場予測
  • ソーシャルメディアプラットフォーム
    • 市場動向
    • 市場予測
  • 電子メール
    • 市場動向
    • 市場予測
  • モバイル
    • 市場動向
    • 市場予測
  • ウェブサービス
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測

第8章 市場内訳:デプロイメントモード別

  • オンプレミス
    • 市場動向
    • 市場予測
  • クラウドベース
    • 市場動向
    • 市場予測

第9章 市場内訳:組織規模別

  • 大企業
    • 市場動向
    • 市場予測
  • 中小企業
    • 市場動向
    • 市場予測

第10章 市場内訳:産業別

  • 小売
    • 市場動向
    • 市場予測
  • BFSI市場
    • 市場動向
    • 市場予測
  • IT・通信
    • 市場動向
    • 市場予測
  • ヘルスケア
    • 市場動向
    • 市場予測
  • メディアとエンターテイメント
    • 市場動向
    • 市場予測
  • 政府部門
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測

第11章 市場内訳:地域別

  • 北米
    • 米国
      • 市場動向
      • 市場予測
    • カナダ
      • 市場動向
      • 市場予測
  • アジア太平洋
    • 中国
      • 市場動向
      • 市場予測
    • 日本
      • 市場動向
      • 市場予測
    • インド
      • 市場動向
      • 市場予測
    • 韓国
      • 市場動向
      • 市場予測
    • オーストラリア
      • 市場動向
      • 市場予測
    • インドネシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 欧州
    • ドイツ
      • 市場動向
      • 市場予測
    • フランス
      • 市場動向
      • 市場予測
    • 英国
      • 市場動向
      • 市場予測
    • イタリア
      • 市場動向
      • 市場予測
    • スペイン
      • 市場動向
      • 市場予測
    • ロシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • ラテンアメリカ
    • ブラジル
      • 市場動向
      • 市場予測
    • メキシコ
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 中東・アフリカ地域
    • 市場動向
    • 市場内訳:国別
    • 市場予測

第12章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第13章 バリューチェーン分析

第14章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第15章 価格分析

第16章 競合情勢

  • 市場構造
  • 主要プレーヤー
  • 主要プレーヤーのプロファイル
    • Adobe Inc.
    • Avaya Inc.
    • Clarabridge(Qualtrics International)
    • International Business Machines Corporation
    • Medallia Inc.
    • NICE Ltd.
    • Oracle Corporation
    • Salesforce.com Inc.
    • SAP SE
    • SAS Institute Inc.
    • Tech Mahindra Limited
    • Verint Systems Inc.
    • Zendesk
図表

List of Figures

  • Figure 1: Global: Customer Experience Management Software Market: Major Drivers and Challenges
  • Figure 2: Global: Customer Experience Management Software Market: Sales Value (in Million US$), 2017-2022
  • Figure 3: Global: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 4: Global: Customer Experience Management Software Market: Breakup by Component (in %), 2022
  • Figure 5: Global: Customer Experience Management Software Market: Breakup by Touchpoint (in %), 2022
  • Figure 6: Global: Customer Experience Management Software Market: Breakup by Deployment Mode (in %), 2022
  • Figure 7: Global: Customer Experience Management Software Market: Breakup by Organization Size (in %), 2022
  • Figure 8: Global: Customer Experience Management Software Market: Breakup by Industries (in %), 2022
  • Figure 9: Global: Customer Experience Management Software Market: Breakup by Region (in %), 2022
  • Figure 10: Global: Customer Experience Management Software (Solutions) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 11: Global: Customer Experience Management Software (Solutions) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 12: Global: Customer Experience Management Software (Services) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 13: Global: Customer Experience Management Software (Services) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 14: Global: Customer Experience Management Software (Stores/Branches) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 15: Global: Customer Experience Management Software (Stores/Branches) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 16: Global: Customer Experience Management Software (Call Centers) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 17: Global: Customer Experience Management Software (Call Centers) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 18: Global: Customer Experience Management Software (Social Media Platform) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 19: Global: Customer Experience Management Software (Social Media Platform) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 20: Global: Customer Experience Management Software (Email) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 21: Global: Customer Experience Management Software (Email) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 22: Global: Customer Experience Management Software (Mobile) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 23: Global: Customer Experience Management Software (Mobile) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 24: Global: Customer Experience Management Software (Web Services) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 25: Global: Customer Experience Management Software (Web Services) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 26: Global: Customer Experience Management Software (Other Touchpoints) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 27: Global: Customer Experience Management Software (Other Touchpoints) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 28: Global: Customer Experience Management Software (On-premises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 29: Global: Customer Experience Management Software (On-premises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 30: Global: Customer Experience Management Software (Cloud-based) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 31: Global: Customer Experience Management Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 32: Global: Customer Experience Management Software (Large Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 33: Global: Customer Experience Management Software (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 34: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 35: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 36: Global: Customer Experience Management Software (Retail) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 37: Global: Customer Experience Management Software (Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 38: Global: Customer Experience Management Software (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 39: Global: Customer Experience Management Software (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 40: Global: Customer Experience Management Software (IT and Telecommunication) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 41: Global: Customer Experience Management Software (IT and Telecommunication) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 42: Global: Customer Experience Management Software (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 43: Global: Customer Experience Management Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 44: Global: Customer Experience Management Software (Media and Entertainment) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 45: Global: Customer Experience Management Software (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 46: Global: Customer Experience Management Software (Government Sector) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 47: Global: Customer Experience Management Software (Government Sector) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 48: Global: Customer Experience Management Software (Other End Use Industries) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 49: Global: Customer Experience Management Software (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 50: North America: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 51: North America: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 52: United States: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 53: United States: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 54: Canada: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 55: Canada: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 56: Asia-Pacific: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 57: Asia-Pacific: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 58: China: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 59: China: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 60: Japan: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 61: Japan: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 62: India: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 63: India: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 64: South Korea: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 65: South Korea: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 66: Australia: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 67: Australia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 68: Indonesia: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 69: Indonesia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 70: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 71: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 72: Europe: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 73: Europe: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 74: Germany: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 75: Germany: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 76: France: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 77: France: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 78: United Kingdom: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 79: United Kingdom: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 80: Italy: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 81: Italy: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 82: Spain: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 83: Spain: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 84: Russia: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 85: Russia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 86: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 87: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 88: Latin America: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 89: Latin America: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 90: Brazil: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 91: Brazil: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 92: Mexico: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 93: Mexico: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 94: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 95: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 96: Middle East and Africa: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 97: Middle East and Africa: Customer Experience Management Software Market: Breakup by Country (in %), 2022
  • Figure 98: Middle East and Africa: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 99: Global: Customer Experience Management Software Industry: SWOT Analysis
  • Figure 100: Global: Customer Experience Management Software Industry: Value Chain Analysis
  • Figure 101: Global: Customer Experience Management Software Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Customer Experience Management Software Market: Key Industry Highlights, 2022 and 2028
  • Table 2: Global: Customer Experience Management Software Market Forecast: Breakup by Component (in Million US$), 2023-2028
  • Table 3: Global: Customer Experience Management Software Market Forecast: Breakup by Touchpoint (in Million US$), 2023-2028
  • Table 4: Global: Customer Experience Management Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
  • Table 5: Global: Customer Experience Management Software Market Forecast: Breakup by Organization Size (in Million US$), 2023-2028
  • Table 6: Global: Customer Experience Management Software Market Forecast: Breakup by Industries (in Million US$), 2023-2028
  • Table 7: Global: Customer Experience Management Software Market Forecast: Breakup by Region (in Million US$), 2023-2028
  • Table 8: Global: Customer Experience Management Software Market: Competitive Structure
  • Table 9: Global: Customer Experience Management Software Market: Key Players
目次
Product Code: SR112023A5037

The global customer experience management software market size reached US$ 11,455.9 Million in 2022. Looking forward, IMARC Group expects the market to reach US$ 26,762.0 Million by 2028, exhibiting a growth rate (CAGR) of 13.85% during 2023-2028.

Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.

Customer Experience Management Software Market Trends:

With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global customer experience management software market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.

Breakup by Component:

Solutions

Services

Breakup by Touchpoint:

Stores/Branches

Call Centers

Social Media Platform

Email

Mobile

Web Services

Others

Breakup by Deployment Mode:

On-premises

Cloud-based

Breakup by Organization Size:

Large Enterprises

Small and Medium-sized Enterprises

Breakup by Industries:

Retail

BFSI

IT and Telecommunication

Healthcare

Media and Entertainment

Government Sector

Others

Breakup by Region:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.

Key Questions Answered in This Report

1. What was the size of the global customer experience management software market in 2022?

2. What is the expected growth rate of the global customer experience management software market during 2023-2028?

3. What are the key factors driving the global customer experience management software market?

4. What has been the impact of COVID-19 on the global customer experience management software market?

5. What is the breakup of the global customer experience management software market based on the component?

6. What is the breakup of the global customer experience management software market based on the touchpoint?

7. What is the breakup of the global customer experience management software market based on the deployment mode?

8. What is the breakup of the global customer experience management software market based on the organization size?

9. What are the key regions in the global customer experience management software market?

10. Who are the key players/companies in the global customer experience management software market?

Table of Contents

1   Preface

2   Scope and Methodology

  • 2.1  Objectives of the Study
  • 2.2  Stakeholders
  • 2.3  Data Sources
    • 2.3.1  Primary Sources
    • 2.3.2  Secondary Sources
  • 2.4  Market Estimation
    • 2.4.1  Bottom-Up Approach
    • 2.4.2  Top-Down Approach
  • 2.5  Forecasting Methodology

3   Executive Summary

4   Introduction

  • 4.1  Overview
  • 4.2  Key Industry Trends

5   Global Customer Experience Management Software Market

  • 5.1  Market Overview
  • 5.2  Market Performance
  • 5.3  Impact of COVID-19
  • 5.4  Market Forecast

6   Market Breakup by Component

  • 6.1  Solutions
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2  Services
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast

7   Market Breakup by Touchpoint

  • 7.1  Stores/Branches
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2  Call Centers
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3  Social Media Platform
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast
  • 7.4  Email
    • 7.4.1 Market Trends
    • 7.4.2 Market Forecast
  • 7.5  Mobile
    • 7.5.1 Market Trends
    • 7.5.2 Market Forecast
  • 7.6  Web Services
    • 7.6.1 Market Trends
    • 7.6.2 Market Forecast
  • 7.7  Others
    • 7.7.1 Market Trends
    • 7.7.2 Market Forecast

8   Market Breakup by Deployment Mode

  • 8.1  On-premises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2  Cloud-based
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9   Market Breakup by Organization Size

  • 9.1  Large Enterprises
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2  Small and Medium-sized Enterprises
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast

10  Market Breakup by Industries

  • 10.1  Retail
    • 10.1.1 Market Trends
    • 10.1.2 Market Forecast
  • 10.2  BFSI
    • 10.2.1 Market Trends
    • 10.2.2 Market Forecast
  • 10.3  IT and Telecommunication
    • 10.3.1 Market Trends
    • 10.3.2 Market Forecast
  • 10.4  Healthcare
    • 10.4.1 Market Trends
    • 10.4.2 Market Forecast
  • 10.5  Media and Entertainment
    • 10.5.1 Market Trends
    • 10.5.2 Market Forecast
  • 10.6  Government Sector
    • 10.6.1 Market Trends
    • 10.6.2 Market Forecast
  • 10.7  Others
    • 10.7.1 Market Trends
    • 10.7.2 Market Forecast

11  Market Breakup by Region

  • 11.1  North America
    • 11.1.1 United States
      • 11.1.1.1 Market Trends
      • 11.1.1.2 Market Forecast
    • 11.1.2 Canada
      • 11.1.2.1 Market Trends
      • 11.1.2.2 Market Forecast
  • 11.2  Asia-Pacific
    • 11.2.1 China
      • 11.2.1.1 Market Trends
      • 11.2.1.2 Market Forecast
    • 11.2.2 Japan
      • 11.2.2.1 Market Trends
      • 11.2.2.2 Market Forecast
    • 11.2.3 India
      • 11.2.3.1 Market Trends
      • 11.2.3.2 Market Forecast
    • 11.2.4 South Korea
      • 11.2.4.1 Market Trends
      • 11.2.4.2 Market Forecast
    • 11.2.5 Australia
      • 11.2.5.1 Market Trends
      • 11.2.5.2 Market Forecast
    • 11.2.6 Indonesia
      • 11.2.6.1 Market Trends
      • 11.2.6.2 Market Forecast
    • 11.2.7 Others
      • 11.2.7.1 Market Trends
      • 11.2.7.2 Market Forecast
  • 11.3  Europe
    • 11.3.1 Germany
      • 11.3.1.1 Market Trends
      • 11.3.1.2 Market Forecast
    • 11.3.2 France
      • 11.3.2.1 Market Trends
      • 11.3.2.2 Market Forecast
    • 11.3.3 United Kingdom
      • 11.3.3.1 Market Trends
      • 11.3.3.2 Market Forecast
    • 11.3.4 Italy
      • 11.3.4.1 Market Trends
      • 11.3.4.2 Market Forecast
    • 11.3.5 Spain
      • 11.3.5.1 Market Trends
      • 11.3.5.2 Market Forecast
    • 11.3.6 Russia
      • 11.3.6.1 Market Trends
      • 11.3.6.2 Market Forecast
    • 11.3.7 Others
      • 11.3.7.1 Market Trends
      • 11.3.7.2 Market Forecast
  • 11.4  Latin America
    • 11.4.1 Brazil
      • 11.4.1.1 Market Trends
      • 11.4.1.2 Market Forecast
    • 11.4.2 Mexico
      • 11.4.2.1 Market Trends
      • 11.4.2.2 Market Forecast
    • 11.4.3 Others
      • 11.4.3.1 Market Trends
      • 11.4.3.2 Market Forecast
  • 11.5  Middle East and Africa
    • 11.5.1 Market Trends
    • 11.5.2 Market Breakup by Country
    • 11.5.3 Market Forecast

12  SWOT Analysis

  • 12.1  Overview
  • 12.2  Strengths
  • 12.3  Weaknesses
  • 12.4  Opportunities
  • 12.5  Threats

13  Value Chain Analysis

14  Porters Five Forces Analysis

  • 14.1  Overview
  • 14.2  Bargaining Power of Buyers
  • 14.3  Bargaining Power of Suppliers
  • 14.4  Degree of Competition
  • 14.5  Threat of New Entrants
  • 14.6  Threat of Substitutes

15  Price Analysis

16  Competitive Landscape

  • 16.1  Market Structure
  • 16.2  Key Players
  • 16.3  Profiles of Key Players
    • 16.3.1  Adobe Inc.
      • 16.3.1.1 Company Overview
      • 16.3.1.2 Product Portfolio
      • 16.3.1.3 Financials
      • 16.3.1.4 SWOT Analysis
    • 16.3.2  Avaya Inc.
      • 16.3.2.1 Company Overview
      • 16.3.2.2 Product Portfolio
      • 16.3.2.3 Financials
      • 16.3.2.4 SWOT Analysis
    • 16.3.3  Clarabridge (Qualtrics International)
      • 16.3.3.1 Company Overview
      • 16.3.3.2 Product Portfolio
    • 16.3.4  International Business Machines Corporation
      • 16.3.4.1 Company Overview
      • 16.3.4.2 Product Portfolio
      • 16.3.4.3 Financials
      • 16.3.4.4 SWOT Analysis
    • 16.3.5  Medallia Inc.
      • 16.3.5.1 Company Overview
      • 16.3.5.2 Product Portfolio
    • 16.3.6  NICE Ltd.
      • 16.3.6.1 Company Overview
      • 16.3.6.2 Product Portfolio
      • 16.3.6.3 Financials
      • 16.3.6.4 SWOT Analysis
    • 16.3.7  Oracle Corporation
      • 16.3.7.1 Company Overview
      • 16.3.7.2 Product Portfolio
      • 16.3.7.3 Financials
      • 16.3.7.4 SWOT Analysis
    • 16.3.8  Salesforce.com Inc.
      • 16.3.8.1 Company Overview
      • 16.3.8.2 Product Portfolio
      • 16.3.8.3 Financials
      • 16.3.8.4 SWOT Analysis
    • 16.3.9  SAP SE
      • 16.3.9.1 Company Overview
      • 16.3.9.2 Product Portfolio
      • 16.3.9.3 Financials
      • 16.3.9.4 SWOT Analysis
    • 16.3.10  SAS Institute Inc.
      • 16.3.10.1 Company Overview
      • 16.3.10.2 Product Portfolio
      • 16.3.10.3 SWOT Analysis
    • 16.3.11  Tech Mahindra Limited
      • 16.3.11.1 Company Overview
      • 16.3.11.2 Product Portfolio
      • 16.3.11.3 Financials
      • 16.3.11.4 SWOT Analysis
    • 16.3.12  Verint Systems Inc.
      • 16.3.12.1 Company Overview
      • 16.3.12.2 Product Portfolio
      • 16.3.12.3 Financials
      • 16.3.12.4 SWOT Analysis
    • 16.3.13  Zendesk
      • 16.3.13.1 Company Overview
      • 16.3.13.2 Product Portfolio
      • 16.3.13.3 Financials