The Customer Engagement Solutions Market size was valued at USD 18.98 billion in 2022 and is projected to reach USD 44.05 billion in 2030 with a growing CAGR of 11.1% Over the Forecast Period of 2023-2030.
Customer engagement solutions relate to company interaction and communication that use a variety of tactics to attract and keep customers. Also included in customer engagement solutions is the software that controls Omni channels, web chat, customer care, and marketing personalization. The development of engagement applications, automation, and workforce optimization are all common uses for this technology. It is projected that rising internet usage on these devices will fuel market growth. The extensive use of digitally automated devices, automation, and machine learning will accelerate the growth of the market for customer interaction solutions in the next years. The popularity of smart devices has increased the need for customer engagement solutions and contributed to an overall better customer experience.
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The global market for content services platforms is divided into BFSI, public and government sectors, IT & telecoms, healthcare, retail & consumer goods, and media & entertainment based on end-use. It is anticipated that the IT & telecommunications segment would continue to have the top revenue share over the projected period, which was 24%. The demand for content services platforms in the industry is being driven by rising data volumes in IT and telecom companies. Leading content service and solution providers like IBM and Microsoft are providing solutions to the telecom industry to improve consumer experiences, build and optimize next-generation networks, and streamline operations and Business Support Systems (BSS).
Drivers
Market growth is driven by an increase in the use of e-commerce and mobile commerce platforms.
Increasing the use of customer engagement tools to lower attrition rates
Over 49% of businesses have noticed that inbound marketing is generating leads, according to HubSpot’s State of Inbound study. In the coming years, improving customer happiness will be a major marketing objective, as it has been for the past few years. According to a Harvard Business School analysis, a 5% improvement in client retention rates often leads to a 24-94% rise in earnings. One of the main causes of the rising customer churn rate is poor customer experience. A negative customer experience could become a favorable brand image for the organization with the aid of customer engagement tools. Engaging customers includes doing so through a variety of touchpoints, including social media, surveys, marketing initiatives, and face-to-face interactions. Customer analytics, which is a component of customer engagement solutions, ensures efficient connection management between businesses and their clients while also regularly providing analytical data regarding customer attrition rates. Organizations may improve customer loyalty and retention by implementing customer engagement solutions.
use of m-commerce and e-commerce platforms has increased. The market is anticipated to experience new growth chances, as well as new forms of options for investing in cutting-edge technology. Additionally, the experience with m-commerce and e-commerce has altered considerably in recent years, opening up fresh opportunities to employ tactics that have already outlived their usefulness in the United States. For instance, according to data from the U.S. Department of Commerce, online sales in the first quarter of 2022 reached $231.35 billion, an increase of only 6.7% from the $216.74 billion recorded during the same period in the previous year. That represents a further slowdown from the 9% to 10% quarterly increase in e-commerce that was projected in the second.
Restrains
Synchronizing data with different technology and customer engagement solutions
Concerns about data security and privacy limit the market's expansion for customer interaction solutions.
Customer information is essential to fostering customer engagement since it makes it easier for people to interact with businesses. Businesses have been able to compile a substantial amount of information about customer expectations and behavior thanks to the complexity of the touchpoints in the customer feedback process. Customer contact centers produce a lot of data, and when this data is not synchronized with other technologies, enterprises have problems syncing it.
Businesses are expected to categorize the data they acquire from various touchpoints in accordance with the needs and expectations of their customers. It is challenging for firms to arrange the data they gather from many touchpoints, including company websites, the web, mobile devices, social media, and emails because the data they collect is varied. It costs a lot of money, time, and experience to evaluate a lot of structured and unstructured data. Due to these problems, the market is unable to provide the best return on investment (RoI).
Opportunities
Increased spending on artificial intelligence (AI).
Challenges
Multiple consumer touchpoints and managing security
Geopolitical tensions and war can create economic uncertainty not only in the affected regions but also globally. Businesses might become more cautious with their spending, which could lead to delays or cancellations in technology investments, including customer engagement solutions. war leads to disruptions in global supply chains or affects financial markets, it could impact the availability of resources needed for customer engagement solutions development and deployment. This might result in cost increases for companies, affecting their willingness to invest in new technologies. Geopolitical tensions can lead to increased concerns about data security and privacy. Businesses may become more cautious about sharing customer data on platforms that might have ties to regions affected by the conflict. This could impact the adoption of customer engagement solutions that rely on data sharing and analytics. In the aftermath of significant geopolitical events, countries may introduce new regulations or policies that affect technology and software industries. These changes could impact the development and deployment of customer engagement solutions. If companies are forced to divert resources towards mitigating the impacts of the war, it could lead to delays in innovation and new product development in the customer engagement solutions market.
Impact of Recession
During a recession, businesses often shift their focus from acquiring new customers to retaining their existing ones. Customer engagement solutions become crucial in maintaining strong relationships with loyal customers. Companies might invest in solutions that enable personalized communication and targeted offers to keep their existing customer base engaged and satisfied. In a recession, companies may emphasize delivering value to customers more than ever. Customer engagement solutions that help provide personalized experiences, address customer pain points and demonstrate value can become more important. Businesses might look for solutions that offer strong ROI and directly contribute to revenue generation. While some companies might cut back on spending, others may see a recession as an opportunity to accelerate their digital transformation efforts. This can lead to increased adoption of customer engagement solutions that enable remote interactions, self-service options, and digital customer experiences. To cope with limited resources, companies might turn to automation to streamline their customer engagement processes. Automation tools, chatbots, and AI-driven solutions can help handle routine customer inquiries and tasks, reducing the need for extensive human intervention. During a recession, there might be a shift in customer communication preferences. Businesses may need to adjust their customer engagement strategies to accommodate changes in preferred communication channels, such as a higher reliance on digital channels like social media, email, and online chat.
By Equipment
Ethernet Switch
Enterprise Routers
WLAN
By Infrastructure Type
In-House
Outsourced
By Deployment Mode
Cloud-based
On-premises
By Organization Size
Large enterprises
Small and medium-sized
By End User
Aerospace and Defense
Education
Media and Communication
Healthcare
BFSI
Transportation and Logistics
Others
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According to estimates, North America will account for the largest portion of the market. A sizable chunk of the market in this area is controlled by the US. When it comes to the use of customer engagement solution-based products and services, North America dominates the world market. The US and Canada are significant contributors to the technological advancement of this region; the market expansion in the region has been primarily driven by the presence of major market players such as IBM Corporation, Microsoft Corporation, Nuance Communications, Oracle Corporation, and Salesforce.com Inc. Customer engagement solutions are widely used in the area, especially in the US, which was the first to implement Social, Mobile, Analytics, and Cloud (SMAC) technology. With the increasing adoption of cloud computing by businesses, the Asia-Pacific region is expected to experience significant growth throughout the forecast period.
REGIONAL COVERAGE:
North America
US
Canada
Mexico
Europe
Eastern Europe
Poland
Romania
Hungary
Turkey
Rest of Eastern Europe
Western Europe
Germany
France
UK
Italy
Spain
Netherlands
Switzerland
Austria
Rest of Western Europe
Asia Pacific
China
India
Japan
South Korea
Vietnam
Singapore
Australia
Rest of Asia Pacific
Middle East & Africa
Middle East
UAE
Egypt
Saudi Arabia
Qatar
Rest of Middle East
Africa
Nigeria
South Africa
Rest of Africa
Latin America
Brazil
Argentina
Colombia
The major key players are Avaya, Microsoft, SAP, Enghouse Systems, Open Text, NICE Systems, IBM, Oracle, Salesforce, Zendesk, Pegasystems, ServiceNow, Precisely, eGain Corporation, Verint Systems, Creatio, and others in the final report.
Avaya and Alcatel-Lucent Enterprise announced a strategic partnership in March 2022 that will make ALE's digital networking solutions and OneCloud CCaaS (Contact Center as a Service) composable solutions available to both companies' respective global customer bases.
Microsoft purchased Nuance Communications, Inc. in March 2022. With this acquisition, Microsoft and Nuance will give businesses across sectors the tools they need to achieve their objectives faster with their security-focused, cloud-based products that are enhanced with potent, vertically tailored AI. Improved consumer, patient, clinician, and employee experiences will benefit customers, as will, ultimately, increased productivity and financial success.
Salesforce acquired Slack in July 2021. With this acquisition, Salesforce will offer the Slack-first Customer 360, providing businesses with a single source of truth for their operations as well as a single platform for connecting staff, clients, and partners with one another and the daily-use apps they use, all inside their current workflows.
| Report Attributes | Details |
| Market Size in 2022 | US$ 18.98 Bn |
| Market Size by 2030 | US$ 44.05 Bn |
| CAGR | CAGR of 11.1 % From 2023 to 2030 |
| Base Year | 2022 |
| Forecast Period | 2023-2030 |
| Historical Data | 2020-2021 |
| Report Scope & Coverage | Market Size, Segments Analysis, Competitive Landscape, Regional Analysis, DROC & SWOT Analysis, Forecast Outlook |
| Key Segments | • By Deployment Mode (Cloud, On-premises) • By Component (Solutions, Services) • By Organization Size (Small and medium-sized enterprises, Large enterprises) • By Verticals (Banking, Finance Services, and Insurance (BFSI), Healthcare and Life Sciences, Telecom and IT, Automotive, Transportation and Logistics, Retail and Consumer Goods, Media and Entertainment, Travel and Hospitality, Others) |
| Regional Analysis/Coverage | North America (US, Canada, Mexico), Europe (Eastern Europe [Poland, Romania, Hungary, Turkey, Rest of Eastern Europe] Western Europe] Germany, France, UK, Italy, Spain, Netherlands, Switzerland, Austria, Rest of Western Europe]), Asia Pacific (China, India, Japan, South Korea, Vietnam, Singapore, Australia, Rest of Asia Pacific), Middle East & Africa (Middle East [UAE, Egypt, Saudi Arabia, Qatar, Rest of Middle East], Africa [Nigeria, South Africa, Rest of Africa], Latin America (Brazil, Argentina, Colombia Rest of Latin America) |
| Company Profiles | Avaya, Microsoft, SAP, Enghouse Systems, Open Text, NICE Systems, IBM, Oracle, Salesforce, Zendesk, Pegasystems, ServiceNow, Precisely, eGain Corporation, Verint Systems, Creatio |
| Key Drivers | • Market growth is driven by an increase in the use of e-commerce and mobile commerce platforms. • Increasing the use of customer engagement tools to lower attrition rates |
| Market Restraints | • Synchronizing data with different technology and customer engagement solutions • Concerns about data security and privacy limit the market's expansion for customer interaction solutions. |
Ans: The value of the Customer Engagement Solutions Market is 18.98 billion in 2022.
Ans. The CAGR of the Customer Engagement Solutions Market is 11.1 %.
ANS: Yes, you can ask for the customization as pas per your business requirement.
Ans. The forecast period of the Customer Engagement Solutions Market is 2022-2030.
Ans:
Table of Contents
1. Introduction
1.1 Market Definition
1.2 Scope
1.3 Research Assumptions
2. Research Methodology
3. Market Dynamics
3.1 Drivers
3.2 Restraints
3.3 Opportunities
3.4 Challenges
4. Impact Analysis
4.1 Impact of Russia-Ukraine War
4.2 Impact of Ongoing Recession
4.2.1 Introduction
4.2.2 Impact on major economies
4.2.2.1 US
4.2.2.2 Canada
4.2.2.3 Germany
4.2.2.4 France
4.2.2.5 United Kingdom
4.2.2.6 China
4.2.2.7 japan
4.2.2.8 South Korea
4.2.2.9 Rest of the World
5. Value Chain Analysis
6. Porter’s 5 forces model
7. PEST Analysis
8. Customer Engagement Solutions Market Segmentation, By Deployment Mode
8.1 Cloud
8.2 On-premises
9. Customer Engagement Solutions Market Segmentation, By Component
9.1 Solutions
9.2 Services
10. Customer Engagement Solutions Market Segmentation, By Organization Size
10.1 Small and medium-sized enterprises
10.2 Large enterprises
11. Customer Engagement Solutions Market Segmentation, By Verticals
11.1 Banking, Finance Services, and Insurance (BFSI)
11.2 Healthcare and Life Sciences
11.3 Telecom and IT
11.4 Automotive
11.5 Transportation and Logistics
11.6 Retail and Consumer Goods
11.7 Media and Entertainment
11.8 Travel and Hospitality
11.9 Others
12. Regional Analysis
12.1 Introduction
12.2 North America
12.2.1 North America Customer Engagement Solutions Market By Country
12.2.2 North America Customer Engagement Solutions Market By Deployment Mode
12.2.3 North America Customer Engagement Solutions Market By Component
12.2.4 North America Customer Engagement Solutions Market By Organization Size
12.2.5 North America Customer Engagement Solutions Market By Verticals
12.2.6 USA
12.2.6.1 USA Customer Engagement Solutions Market By Deployment Mode
12.2.6.2 USA Customer Engagement Solutions Market By Component
12.2.6.3 USA Customer Engagement Solutions Market By Organization Size
12.2.6.4 USA Customer Engagement Solutions Market By Verticals
12.2.7 Canada
12.2.7.1 Canada Customer Engagement Solutions Market By Deployment Mode
12.2.7.2 Canada Customer Engagement Solutions Market By Component
12.2.7.3 Canada Customer Engagement Solutions Market By Organization Size
12.2.7.4 Canada Customer Engagement Solutions Market By Verticals
12.2.8 Mexico
12.2.8.1 Mexico Customer Engagement Solutions Market By Deployment Mode
12.2.8.2 Mexico Customer Engagement Solutions Market By Component
12.2.8.3 Mexico Customer Engagement Solutions Market By Organization Size
12.2.8.4 Mexico Customer Engagement Solutions Market By Verticals
12.3 Europe
12.3.1 Eastern Europe
12.3.1.1 Eastern Europe Customer Engagement Solutions Market By Country
12.3.1.2 Eastern Europe Customer Engagement Solutions Market By Deployment Mode
12.3.1.3 Eastern Europe Customer Engagement Solutions Market By Component
12.3.1.4 Eastern Europe Customer Engagement Solutions Market By Organization Size
12.3.1.5 Eastern Europe Customer Engagement Solutions Market By Verticals
12.3.1.6 Poland
12.3.1.6.1 Poland Customer Engagement Solutions Market By Deployment Mode
12.3.1.6.2 Poland Customer Engagement Solutions Market By Component
12.3.1.6.3 Poland Customer Engagement Solutions Market By Organization Size
12.3.1.6.4 Poland Customer Engagement Solutions Market By Verticals
12.3.1.7 Romania
12.3.1.7.1 Romania Customer Engagement Solutions Market By Deployment Mode
12.3.1.7.2 Romania Customer Engagement Solutions Market By Component
12.3.1.7.3 Romania Customer Engagement Solutions Market By Organization Size
12.3.1.7.4 Romania Customer Engagement Solutions Market By Verticals
12.3.1.8 Hungary
12.3.1.8.1 Hungary Customer Engagement Solutions Market By Deployment Mode
12.3.1.8.2 Hungary Customer Engagement Solutions Market By Component
12.3.1.8.3 Hungary Customer Engagement Solutions Market By Organization Size
12.3.1.8.4 Hungary Customer Engagement Solutions Market By Verticals
12.3.1.9 Turkey
12.3.1.9.1 Turkey Customer Engagement Solutions Market By Deployment Mode
12.3.1.9.2 Turkey Customer Engagement Solutions Market By Component
12.3.1.9.3 Turkey Customer Engagement Solutions Market By Organization Size
12.3.1.9.4 Turkey Customer Engagement Solutions Market By Verticals
12.3.1.10 Rest of Eastern Europe
12.3.1.10.1 Rest of Eastern Europe Customer Engagement Solutions Market By Deployment Mode
12.3.1.10.2 Rest of Eastern Europe Customer Engagement Solutions Market By Component
12.3.1.10.3 Rest of Eastern Europe Customer Engagement Solutions Market By Organization Size
12.3.1.10.4 Rest of Eastern Europe Customer Engagement Solutions Market By Verticals
12.3.2 Western Europe
12.3.2.1 Western Europe Customer Engagement Solutions Market By Country
12.3.2.2 Western Europe Customer Engagement Solutions Market By Deployment Mode
12.3.2.3 Western Europe Customer Engagement Solutions Market By Component
12.3.2.4 Western Europe Customer Engagement Solutions Market By Organization Size
12.3.2.5 Western Europe Customer Engagement Solutions Market By Verticals
12.3.2.6 Germany
12.3.2.6.1 Germany Customer Engagement Solutions Market By Deployment Mode
12.3.2.6.2 Germany Customer Engagement Solutions Market By Component
12.3.2.6.3 Germany Customer Engagement Solutions Market By Organization Size
12.3.2.6.4 Germany Customer Engagement Solutions Market By Verticals
12.3.2.7 France
12.3.2.7.1 France Customer Engagement Solutions Market By Deployment Mode
12.3.2.7.2 France Customer Engagement Solutions Market By Component
12.3.2.7.3 France Customer Engagement Solutions Market By Organization Size
12.3.2.7.4 France Customer Engagement Solutions Market By Verticals
12.3.2.8 UK
12.3.2.8.1 UK Customer Engagement Solutions Market By Deployment Mode
12.3.2.8.2 UK Customer Engagement Solutions Market By Component
12.3.2.8.3 UK Customer Engagement Solutions Market By Organization Size
12.3.2.8.4 UK Customer Engagement Solutions Market By Verticals
12.3.2.9 Italy
12.3.2.9.1 Italy Customer Engagement Solutions Market By Deployment Mode
12.3.2.9.2 Italy Customer Engagement Solutions Market By Component
12.3.2.9.3 Italy Customer Engagement Solutions Market By Organization Size
12.3.2.9.4 Italy Customer Engagement Solutions Market By Verticals
12.3.2.10 Spain
12.3.2.10.1 Spain Customer Engagement Solutions Market By Deployment Mode
12.3.2.10.2 Spain Customer Engagement Solutions Market By Component
12.3.2.10.3 Spain Customer Engagement Solutions Market By Organization Size
12.3.2.10.4 Spain Customer Engagement Solutions Market By Verticals
12.3.2.11 Netherlands
12.3.2.11.1 Netherlands Customer Engagement Solutions Market By Deployment Mode
12.3.2.11.2 Netherlands Customer Engagement Solutions Market By Component
12.3.2.11.3 Netherlands Customer Engagement Solutions Market By Organization Size
12.3.2.11.4 Netherlands Customer Engagement Solutions Market By Verticals
12.3.2.12 Switzerland
12.3.2.12.1 Switzerland Customer Engagement Solutions Market By Deployment Mode
12.3.2.12.2 Switzerland Customer Engagement Solutions Market By Component
12.3.2.12.3 Switzerland Customer Engagement Solutions Market By Organization Size
12.3.2.12.4 Switzerland Customer Engagement Solutions Market By Verticals
12.3.2.13 Austria
12.3.2.13.1 Austria Customer Engagement Solutions Market By Deployment Mode
12.3.2.13.2 Austria Customer Engagement Solutions Market By Component
12.3.2.13.3 Austria Customer Engagement Solutions Market By Organization Size
12.3.2.13.4 Austria Customer Engagement Solutions Market By Verticals
12.3.2.14 Rest of Western Europe
12.3.2.14.1 Rest of Western Europe Customer Engagement Solutions Market By Deployment Mode
12.3.2.14.2 Rest of Western Europe Customer Engagement Solutions Market By Component
12.3.2.14.3 Rest of Western Europe Customer Engagement Solutions Market By Organization Size
12.3.2.14.4 Rest of Western Europe Customer Engagement Solutions Market By Verticals
12.4 Asia-Pacific
12.4.1 Asia Pacific Customer Engagement Solutions Market By Country
12.4.2 Asia Pacific Customer Engagement Solutions Market By Deployment Mode
12.4.3 Asia Pacific Customer Engagement Solutions Market By Component
12.4.4 Asia Pacific Customer Engagement Solutions Market By Organization Size
12.4.5 Asia Pacific Customer Engagement Solutions Market By Verticals
12.4.6 China
12.4.6.1 China Customer Engagement Solutions Market By Deployment Mode
12.4.6.2 China Customer Engagement Solutions Market By Component
12.4.6.3 China Customer Engagement Solutions Market By Organization Size
12.4.6.4 China Customer Engagement Solutions Market By Verticals
12.4.7 India
12.4.7.1 India Customer Engagement Solutions Market By Deployment Mode
12.4.7.2 India Customer Engagement Solutions Market By Component
12.4.7.3 India Customer Engagement Solutions Market By Organization Size
12.4.7.4 India Customer Engagement Solutions Market By Verticals
12.4.8 Japan
12.4.8.1 Japan Customer Engagement Solutions Market By Deployment Mode
12.4.8.2 Japan Customer Engagement Solutions Market By Component
12.4.8.3 Japan Customer Engagement Solutions Market By Organization Size
12.4.8.4 Japan Customer Engagement Solutions Market By Verticals
12.4.9 South Korea
12.4.9.1 South Korea Customer Engagement Solutions Market By Deployment Mode
12.4.9.2 South Korea Customer Engagement Solutions Market By Component
12.4.9.3 South Korea Customer Engagement Solutions Market By Organization Size
12.4.9.4 South Korea Customer Engagement Solutions Market By Verticals
12.4.10 Vietnam
12.4.10.1 Vietnam Customer Engagement Solutions Market By Deployment Mode
12.4.10.2 Vietnam Customer Engagement Solutions Market By Component
12.4.10.3 Vietnam Customer Engagement Solutions Market By Organization Size
12.4.10.4 Vietnam Customer Engagement Solutions Market By Verticals
12.4.11 Singapore
12.4.11.1 Singapore Customer Engagement Solutions Market By Deployment Mode
12.4.11.2 Singapore Customer Engagement Solutions Market By Component
12.4.11.3 Singapore Customer Engagement Solutions Market By Organization Size
12.4.11.4 Singapore Customer Engagement Solutions Market By Verticals
12.4.12 Australia
12.4.12.1 Australia Customer Engagement Solutions Market By Deployment Mode
12.4.12.2 Australia Customer Engagement Solutions Market By Component
12.4.12.3 Australia Customer Engagement Solutions Market By Organization Size
12.4.12.4 Australia Customer Engagement Solutions Market By Verticals
12.4.13 Rest of Asia-Pacific
12.4.13.1 Rest of Asia-Pacific Customer Engagement Solutions Market By Deployment Mode
12.4.13.2 Rest of Asia-Pacific Customer Engagement Solutions Market By Component
12.4.13.3 Rest of Asia-Pacific Customer Engagement Solutions Market By Organization Size
12.4.13.4 Rest of Asia-Pacific Customer Engagement Solutions Market By Verticals
12.5 Middle East & Africa
12.5.1 Middle East
12.5.1.1 Middle East Customer Engagement Solutions Market By Country
12.5.1.2 Middle East Customer Engagement Solutions Market By Deployment Mode
12.5.1.3 Middle East Customer Engagement Solutions Market By Component
12.5.1.4 Middle East Customer Engagement Solutions Market By Organization Size
12.5.1.5 Middle East Customer Engagement Solutions Market By Verticals
12.5.1.6 UAE
12.5.1.6.1 UAE Customer Engagement Solutions Market By Deployment Mode
12.5.1.6.2 UAE Customer Engagement Solutions Market By Component
12.5.1.6.3 UAE Customer Engagement Solutions Market By Organization Size
12.5.1.6.4 UAE Customer Engagement Solutions Market By Verticals
12.5.1.7 Egypt
12.5.1.7.1 Egypt Customer Engagement Solutions Market By Deployment Mode
12.5.1.7.2 Egypt Customer Engagement Solutions Market By Component
12.5.1.7.3 Egypt Customer Engagement Solutions Market By Organization Size
12.5.1.7.4 Egypt Customer Engagement Solutions Market By Verticals
12.5.1.8 Saudi Arabia
12.5.1.8.1 Saudi Arabia Customer Engagement Solutions Market By Deployment Mode
12.5.1.8.2 Saudi Arabia Customer Engagement Solutions Market By Component
12.5.1.8.3 Saudi Arabia Customer Engagement Solutions Market By Organization Size
12.5.1.8.4 Saudi Arabia Customer Engagement Solutions Market By Verticals
12.5.1.9 Qatar
12.5.1.9.1 Qatar Customer Engagement Solutions Market By Deployment Mode
12.5.1.9.2 Qatar Customer Engagement Solutions Market By Component
12.5.1.9.3 Qatar Customer Engagement Solutions Market By Organization Size
12.5.1.9.4 Qatar Customer Engagement Solutions Market By Verticals
12.5.1.10 Rest of Middle East
12.5.1.10.1 Rest of Middle East Customer Engagement Solutions Market By Deployment Mode
12.5.1.10.2 Rest of Middle East Customer Engagement Solutions Market By Component
12.5.1.10.3 Rest of Middle East Customer Engagement Solutions Market By Organization Size
12.5.1.10.4 Rest of Middle East Customer Engagement Solutions Market By Verticals
12.5.2. Africa
12.5.2.1 Africa Customer Engagement Solutions Market By Country
12.5.2.2 Africa Customer Engagement Solutions Market By Deployment Mode
12.5.2.3 Africa Customer Engagement Solutions Market By Component
12.5.2.4 Africa Customer Engagement Solutions Market By Organization Size
12.5.2.5 Africa Customer Engagement Solutions Market By Verticals
12.5.2.6 Nigeria
12.5.2.6.1 Nigeria Customer Engagement Solutions Market By Deployment Mode
12.5.2.6.2 Nigeria Customer Engagement Solutions Market By Component
12.5.2.6.3 Nigeria Customer Engagement Solutions Market By Organization Size
12.5.2.6.4 Nigeria Customer Engagement Solutions Market By Verticals
12.5.2.7 South Africa
12.5.2.7.1 South Africa Customer Engagement Solutions Market By Deployment Mode
12.5.2.7.2 South Africa Customer Engagement Solutions Market By Component
12.5.2.7.3 South Africa Customer Engagement Solutions Market By Organization Size
12.5.2.7.4 South Africa Customer Engagement Solutions Market By Verticals
12.5.2.8 Rest of Africa
12.5.2.8.1 Rest of Africa Customer Engagement Solutions Market By Deployment Mode
12.5.2.8.2 Rest of Africa Customer Engagement Solutions Market By Component
12.5.2.8.3 Rest of Africa Customer Engagement Solutions Market By Organization Size
12.5.2.8.4 Rest of Africa Customer Engagement Solutions Market By Verticals
12.6. Latin America
12.6.1 Latin America Customer Engagement Solutions Market By Country
12.6.2 Latin America Customer Engagement Solutions Market By Deployment Mode
12.6.3 Latin America Customer Engagement Solutions Market By Component
12.6.4 Latin America Customer Engagement Solutions Market By Organization Size
12.6.5 Latin America Customer Engagement Solutions Market By Verticals
12.6.6 Brazil
12.6.6.1 Brazil Customer Engagement Solutions Market By Deployment Mode
12.6.6.2 Brazil Customer Engagement Solutions Market By Component
12.6.6.3 Brazil Customer Engagement Solutions Market By Organization Size
12.6.6.4 Brazil Customer Engagement Solutions Market By Verticals
12.6.7 Argentina
12.6.7.1 Argentina Customer Engagement Solutions Market By Deployment Mode
12.6.7.2 Argentina Customer Engagement Solutions Market By Component
12.6.7.3 Argentina Customer Engagement Solutions Market By Organization Size
12.6.7.4 Argentina Customer Engagement Solutions Market By Verticals
12.6.8 Colombia
12.6.8.1 Colombia Customer Engagement Solutions Market By Deployment Mode
12.6.8.2 Colombia Customer Engagement Solutions Market By Component
12.6.8.3 Colombia Customer Engagement Solutions Market By Organization Size
12.6.8.4 Colombia Customer Engagement Solutions Market By Verticals
12.6.9 Rest of Latin America
12.6.9.1 Rest of Latin America Customer Engagement Solutions Market By Deployment Mode
12.6.9.2 Rest of Latin America Customer Engagement Solutions Market By Component
12.6.9.3 Rest of Latin America Customer Engagement Solutions Market By Organization Size
12.6.9.4 Rest of Latin America Customer Engagement Solutions Market By Verticals
13. Company Profile
13.1 Microsoft
13.1.1 Company Overview
13.1.2 Financials
13.1.3 Product/Services/Offerings
13.1.4 SWOT Analysis
13.1.5 The SNS View
13.2 SAP.
13.2.1 Company Overview
13.2.2 Financials
13.2.3 Product/Services/Offerings
13.2.4 SWOT Analysis
13.2.5 The SNS View
13.3 Enghouse Systems.
13.3.1 Company Overview
13.3.2 Financials
13.3.3 Product/Services/Offerings
13.3.4 SWOT Analysis
13.3.5 The SNS View
13.4 Open Text.
13.4.1 Company Overview
13.4.2 Financials
13.4.3 Product/Services/Offerings
13.4.4 SWOT Analysis
13.4.5 The SNS View
13.5 NICE Systems.
13.5.1 Company Overview
13.5.2 Financials
13.5.3 Product/Services/Offerings
13.5.4 SWOT Analysis
13.5.5 The SNS View
13.6 IBM.
13.6.1 Company Overview
13.6.2 Financials
13.6.3 Product/Services/Offerings
13.6.4 SWOT Analysis
13.6.5 The SNS View
13.7 Oracle.
13.7.1 Company Overview
13.7.2 Financials
13.7.3 Product/Services/Offerings
13.7.4 SWOT Analysis
13.7.5 The SNS View
13.8 Salesforce.
13.8.1 Company Overview
13.8.2 Financials
13.8.3 Product/Services/Offerings
13.8.4 SWOT Analysis
13.8.5 The SNS View
13.9 Zendesk.
13.9.1 Company Overview
13.9.2 Financials
13.9.3 Product/Services/Offerings
13.9.4 SWOT Analysis
13.9.5 The SNS View
13.10 Pegasystems.
13.10.1 Company Overview
13.10.2 Financials
13.10.3 Product/Services/Offerings
13.10.4 SWOT Analysis
13.10.5 The SNS View
14. Competitive Landscape
14.1 Competitive Benchmarking
14.2 Market Share Analysis
14.3 Recent Developments
14.3.1 Industry News
14.3.2 Company News
14.3 Mergers & Acquisitions
15. USE Cases and Best Practices
16. Conclusion
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The 5 steps process:
Step 1: Secondary Research:
Secondary Research or Desk Research is as the name suggests is a research process wherein, we collect data through the readily available information. In this process we use various paid and unpaid databases which our team has access to and gather data through the same. This includes examining of listed companies’ annual reports, Journals, SEC filling etc. Apart from this our team has access to various associations across the globe across different industries. Lastly, we have exchange relationships with various university as well as individual libraries.
Step 2: Primary Research
When we talk about primary research, it is a type of study in which the researchers collect relevant data samples directly, rather than relying on previously collected data. This type of research is focused on gaining content specific facts that can be sued to solve specific problems. Since the collected data is fresh and first hand therefore it makes the study more accurate and genuine.
We at SNS Insider have divided Primary Research into 2 parts.
Part 1 wherein we interview the KOLs of major players as well as the upcoming ones across various geographic regions. This allows us to have their view over the market scenario and acts as an important tool to come closer to the accurate market numbers. As many as 45 paid and unpaid primary interviews are taken from both the demand and supply side of the industry to make sure we land at an accurate judgement and analysis of the market.
This step involves the triangulation of data wherein our team analyses the interview transcripts, online survey responses and observation of on filed participants. The below mentioned chart should give a better understanding of the part 1 of the primary interview.
Part 2: In this part of primary research the data collected via secondary research and the part 1 of the primary research is validated with the interviews from individual consultants and subject matter experts.
Consultants are those set of people who have at least 12 years of experience and expertise within the industry whereas Subject Matter Experts are those with at least 15 years of experience behind their back within the same space. The data with the help of two main processes i.e., FGDs (Focused Group Discussions) and IDs (Individual Discussions). This gives us a 3rd party nonbiased primary view of the market scenario making it a more dependable one while collation of the data pointers.
Step 3: Data Bank Validation
Once all the information is collected via primary and secondary sources, we run that information for data validation. At our intelligence centre our research heads track a lot of information related to the market which includes the quarterly reports, the daily stock prices, and other relevant information. Our data bank server gets updated every fortnight and that is how the information which we collected using our primary and secondary information is revalidated in real time.
Step 4: QA/QC Process
After all the data collection and validation our team does a final level of quality check and quality assurance to get rid of any unwanted or undesired mistakes. This might include but not limited to getting rid of the any typos, duplication of numbers or missing of any important information. The people involved in this process include technical content writers, research heads and graphics people. Once this process is completed the title gets uploader on our platform for our clients to read it.
Step 5: Final QC/QA Process:
This is the last process and comes when the client has ordered the study. In this process a final QA/QC is done before the study is emailed to the client. Since we believe in giving our clients a good experience of our research studies, therefore, to make sure that we do not lack at our end in any way humanly possible we do a final round of quality check and then dispatch the study to the client.
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