Press Resease

Customer Engagement Solutions Market by Solution (Omnichannel, Workforce Optimization, Robotic Process Optimization, and Analytics & Reporting), by Service (Professional Services andManaged Services), by Deployment Type (Cloud, On-premise), by Organization Size (Small & Medium Enterprises, Large Enterprises), and by Vertical (BFSI, Consumer Goods & Retail, Telecommunication, Healthcare & Life Sciences, Automotive & Transportation, Media & Entertainment, Travel & Hospitality, Manufacturing, and Others): Global Industry Perspective, Comprehensive Analysis, and Forecast, 2017 – 2024

Published Date: 13-Nov-2018 Category: Technology & Media Report Format : PDF Pages: 183 Report Code: ZMR-3507 Status : Published

Global customer engagement solutions market accounted for USD12.85 billion in 2017 and is expected to reach USD 29.49 billion by 2024, growing at a CAGR of around 12.6% between 2018 and 2024. Increasing penetration of smart and advanced consumer electronic devices and the internet is the major factor driving the customer engagement solutions market.

Description

The report covers a forecast for and an analysis of the customer engagement solutions market on a global and regional level. The study provides historical data for 2015, 2016, and 2017 along with a forecast from 2018 to 2024 based on revenue (USD Billion). The study includes drivers and restraints for the customer engagement solutions market along with the impact they have on the demand over the forecast period. Additionally, the report includes the study of opportunities available in the customer engagement solutions market on a global level.

The report gives a transparent view of the customer engagement solutions market.We have included a detailed competitive scenario and portfolio of leading vendors operative in customer engagement solutions market. To understand the competitive scene in the customer engagement solutions market, an analysis of Porter’s Five Forces model for the customer engagement solutions markethas also been covered. The study also offers anattractiveness analysis for customer engagement solutions marketby solutions, services, deployment type, organization size, vertical, andregional segments are marked based on their market size, growth rate,and alsogeneral attractiveness for customer engagement solutions market.

Global Customer Engagement Solutions Market

The report provides company market share analysis in order to give a broader overview of the key players in the market. In addition, the report also covers key strategic developments of the market including acquisitions & mergers, new product launches, agreements, partnerships, collaborations & joint ventures, research & development, product, and regional expansion of major participants involved in the market on a regional basis.

The study provides a crucial view ofcustomer engagement solutions market by segmenting the market-basedon solutions, services,deployment type, organization size, vertical,and region. All the segments of customer engagement solutions market have been analyzed based on present and the future trends and the market is estimated from 2018 to 2024.By solutions, the market is divided into omnichannel, workforce optimization, robotic process optimization, and analytics and reporting.On the basis of services, the market is bifurcated into professional services and managed services. By deployment type, the market is classified into cloud and on-premise. By organization size, the market is divided into small and medium enterprises and large enterprises. BFSI, consumer goods and retail, telecommunication, healthcare andlife sciences, automotive and transportation, media and entertainment, travel and hospitality, manufacturing, and others are the verticals of the customer engagement solutions market. The regional segmentation comprisesthe current and forecastdemand for the MiddleEast and Africa, North America, Europe, Latin America,andAsia Pacific with its further divisioninto the U.S., France, Germany, the UK, China, India, Japan, and Brazilfor customer engagement solutions market.

The competitive profiling of key players of customer engagement solutions market includes a company overview and financial overview, products offered by them which can help in assessing competition in the market, business strategies adopted by them, and their recent developments. Key players included in the report areAvaya, Aspect Software, Calabrio, Genesys, IBM, Microsoft, Nice Systems, Nuance Communications, OpenText, Oracle, Pegasystems, Pitney Bowes, Salesforce, SAP, ServiceNow, Verint Systems, and Zendesk, among others.

This report segmentstheglobal customer engagement solutions market as follows:

Global Customer Engagement SolutionsMarket: Solution Segment Analysis

  • Omnichannel
  • Workforce Optimization
  • Robotic Process Optimization
  • Analytics & Reporting

Global Customer Engagement Solutions Market: Services Segment Analysis Services

  • Professional Services
    • Implementation & Integration Services
    • Support & Maintenance Services
    • Consulting Services
  • Managed Services

Global Customer Engagement SolutionsMarket: Deployment Type Segment Analysis

  • Cloud
  • On-premise

Global Customer Engagement SolutionsMarket: Organization Size Segment Analysis

  • Large Enterprises 
  • Small & Medium-Sized Enterprises

Global Customer Engagement SolutionsMarket: Vertical Segment Analysis

  • BFSI 
  • Consumer Goods & Retail 
  • Telecommunication 
  • Healthcare & Life Sciences 
  • Automotive & Transportation 
  • Media & Entertainment 
  • Travel & Hospitality 
  • Manufacturing 
  • Others

Global Customer Engagement Solutions Market: Regional Segment Analysis

  • North America
    • The U.S.
  • Europe
    • UK
    • France
    • Germany
  • Asia Pacific
    • China
    • Japan
    • India
  • Latin America
    • Brazil
  • Middle East and Africa

Table Of Content

  • Chapter 1. Preface
    • 1.1. Report Description and Scope
    • 1.2. Research Scope
    • 1.3. Research Methodology
      • 1.3.1. Market Research Process
      • 1.3.2. Market Research Methodology
  •  
  • Chapter 2. Executive Summary
    • 2.1. Global Customer Engagement Solutions Market, 2017 - 2024, (USD Billion)
    • 2.2. Customer Engagement Solutions Market: Market Snapshot
  •  
  • Chapter 3. Global Customer Engagement Solutions Market - Industry Analysis
    • 3.1. Customer Engagement Solutions Market: Market Dynamics
    • 3.2. Market Drivers
      • 3.2.1. Increasing Focus On Delivering Enhanced Customer Engagement Through Omnichannel
      • 3.2.2. Increasing Use of E-Commerce and M-Commerce Platforms
    • 3.3. Restraints
      • 3.3.1. Data Synchronization Between Customer Engagement Solutions andOther Technologies
    • 3.4. Opportunity
      • 3.4.1. Increased Applicability ofBig Data and Machine Learning
    • 3.5. Porter's Five Forces Analysis
    • 3.6. Market Attractiveness Analysis
      • 3.6.1. Market Attractiveness Analysis By Type of Platform Segment
      • 3.6.2. Market Attractiveness Analysis By Regional Segment
  •  
  • Chapter 4. Global Customer Engagement Solutions Market - Competitive Landscape
    • 4.1. Company Market Share Analysis, 2017
    • 4.2. Strategic Development
      • 4.2.1. Acquisitions and Mergers
      • 4.2.2. New Product Launch
      • 4.2.3. Agreements, Partnerships, Collaborations and Joint Ventures
      • 4.2.4. Research and Development, Product andRegional Expansion
    • 4.3. Product Portfolio
  •  
  • Chapter 5. Global Customer Engagement Solutions Market -Solutions Segment Analysis
    • 5.1. Global Customer Engagement Solutions Market Revenue Share, By Solutions, 2017 & 2024
    • 5.2. Global Customer Engagement Solutions Market for Omnichannel, 2015 - 2024 (USD Billion)
    • 5.3. Global Customer Engagement Solutions Market for Workforce Optimization, 2015 - 2024 (USD Billion)
    • 5.4. Global Customer Engagement Solutions Market for Robotic Process Optimization, 2015 - 2024 (USD Billion)
    • 5.5. Global Customer Engagement Solutions Market for Analytics & Reporting, 2015 - 2024 (USD Billion)
  •  
  • Chapter 6. Global Customer Engagement Solutions Market -ServicesSegment Analysis
    • 6.1. Global Customer Engagement Solutions Market Revenue Share, By Services, 2017 & 2024
    • 6.2. Global Customer Engagement Solutions Market By Professional Services, 2015 - 2024 (USD Billion)
    • 6.3. Global Customer Engagement Solutions Market By Managed Services, 2015 - 2024 (USD Billion)
  •  
  • Chapter 7. Global Customer Engagement Solutions Market -Deployment TypeSegment Analysis
    • 7.1. Global Customer Engagement Solutions Market Revenue Share, By Deployment Type,2017 & 2024
    • 7.2. Global Customer Engagement Solutions Market By Cloud, 2015 - 2024 (USD Billion)
    • 7.3. Global Customer Engagement Solutions Market By On-Premise, 2015 - 2024 (USD Billion)
  •  
  • Chapter 8. Global Customer Engagement Solutions Market - Organization Size Segment Analysis
    • 8.1. Global Customer Engagement Solutions Market Revenue Share, By Organization Size, 2017 & 2024
    • 8.2. Global Customer Engagement Solutions Market By Small & Medium Enterprises, 2015 - 2024 (USD Billion)
    • 8.3. Global Customer Engagement Solutions Market By Large Enterprises, 2015 - 2024 (USD Billion)
  •  
  • Chapter 9. Global Customer Engagement Solutions Market - Vertical Segment Analysis
    • 9.1. Global Customer Engagement Solutions Market Revenue Share, for Vertical, 2017 & 2024
    • 9.2. Global Customer Engagement Solutions Market for BFSI, 2015 - 2024 (USD Billion)Global Customer Engagement Solutions Market for Consumer Goods &Retail, 2015 - 2024 (USD Billion)
    • 9.3. Global Customer Engagement Solutions Market for Telecommunication, 2015 - 2024 (USD Billion)
    • 9.4. Global Customer Engagement Solutions Market for Healthcare & Life Sciences, 2015 - 2024 (USD Billion)
    • 9.5. Global Customer Engagement Solutions Market for Automotive &Transportation, 2015 - 2024 (USD Billion)
    • 9.6. Global Customer Engagement Solutions Market for Media & Entertainment, 2015 - 2024 (USD Billion)
    • 9.7. Global Customer Engagement Solutions Market for Travel & Hospitality, 2015 - 2024 (USD Billion)
    • 9.8. Global Customer Engagement Solutions Market for Manufacturing, 2015 - 2024 (USD Billion)
    • 9.9. Global Customer Engagement Solutions Market for Others, 2015 - 2024 (USD Billion)
  •  
  • Chapter 10. Customer Engagement Solutions Market - Regional Analysis
    • 10.1. Global Customer Engagement Solutions Market: Regional Overview
      • 10.1.1. Global Customer Engagement Solutions Market Revenue Share, By Region, 2017and2024
    • 10.2. North America
      • 10.2.1. North America Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
      • 10.2.2. North America Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
      • 10.2.3. North America Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
      • 10.2.4. North America Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
      • 10.2.5. North America Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.2.6. The U.S.
        • 10.2.6.1. The U.S. Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.2.6.2. The U.S. Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.2.6.3. The U.S. Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.2.6.4. The U.S. Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.2.6.5. The U.S. Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
    • 10.3. Europe
      • 10.3.1. Europe Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
      • 10.3.2. Europe Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
      • 10.3.3. Europe Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
      • 10.3.4. Europe Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
      • 10.3.5. Europe Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.3.6. Germany
        • 10.3.6.1. Germany Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.3.6.2. Germany Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.3.6.3. GermanyCustomer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.3.6.4. Germany Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.3.6.5. Germany Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.3.7. France
        • 10.3.7.1. France Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.3.7.2. France Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.3.7.3. France Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.3.7.4. France Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.3.7.5. France Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.3.8. UK
        • 10.3.8.1. UK Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.3.8.2. UK Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.3.8.3. UK Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.3.8.4. UK Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.3.8.5. UK Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
    • 10.4. Asia Pacific
      • 10.4.1. Asia Pacific Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
      • 10.4.2. Asia Pacific Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
      • 10.4.3. Asia Pacific Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
      • 10.4.4. Asia Pacific Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
      • 10.4.5. Asia Pacific Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.4.6. China
        • 10.4.6.1. China Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.4.6.2. China Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.4.6.3. China Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.4.6.4. China Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.4.6.5. ChinaCustomer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.4.7. Japan
        • 10.4.7.1. Japan Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.4.7.2. Japan Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.4.7.3. Japan Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.4.7.4. Japan Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.4.7.5. JapanCustomer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.4.8. India
        • 10.4.8.1. India Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.4.8.2. India Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.4.8.3. India Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.4.8.4. India Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.4.8.5. IndiaCustomer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
    • 10.5. Latin America
      • 10.5.1. Latin America Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
      • 10.5.2. Latin America Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
      • 10.5.3. Latin America Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
      • 10.5.4. Latin America Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
      • 10.5.5. Latin America Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
      • 10.5.6. Brazil
        • 10.5.6.1. Brazil Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
        • 10.5.6.2. Brazil Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
        • 10.5.6.3. Brazil Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
        • 10.5.6.4. Brazil Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
        • 10.5.6.5. BrazilCustomer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
    • 10.6. The Middle East and Africa
      • 10.6.1. The Middle East and Africa Customer Engagement Solutions Market Revenue, By Solutions, 2015 - 2024 (USD Billion)
      • 10.6.2. The Middle East and Africa Customer Engagement Solutions Market Revenue, By Services, 2015 - 2024 (USD Billion)
      • 10.6.3. The Middle East and Africa Customer Engagement Solutions Market Revenue, By Deployment Type, 2015 - 2024 (USD Billion)
      • 10.6.4. The Middle East and Africa Customer Engagement Solutions Market Revenue, By Organization Size, 2015 - 2024 (USD Billion)
      • 10.6.5. The Middle East and Africa Customer Engagement Solutions Market Revenue, By Vertical, 2015 - 2024 (USD Billion)
  •  
  • Chapter 11. Company Profiles
    • 11.1. Avaya
      • 11.1.1. Overview
      • 11.1.2. Financials
      • 11.1.3. Product Portfolio
      • 11.1.4. Business Strategy
      • 11.1.5. Recent Developments
    • 11.2. Aspect Software
      • 11.2.1. Overview
      • 11.2.2. Financials
      • 11.2.3. Product Portfolio
      • 11.2.4. Business Strategy
      • 11.2.5. Recent Developments
    • 11.3. Calabrio
      • 11.3.1. Overview
      • 11.3.2. Financials
      • 11.3.3. Product Portfolio
      • 11.3.4. Business Strategy
      • 11.3.5. Recent Developments
    • 11.4. Genesys
      • 11.4.1. Overview
      • 11.4.2. Financials
      • 11.4.3. Product Portfolio
      • 11.4.4. Business Strategy
      • 11.4.5. Recent Developments
    • 11.5. IBM
      • 11.5.1. Overview
      • 11.5.2. Financials
      • 11.5.3. Product Portfolio
      • 11.5.4. Business Strategy
      • 11.5.5. Recent Developments
    • 11.6. Microsoft
      • 11.6.1. Overview
      • 11.6.2. Financials
      • 11.6.3. Product Portfolio
      • 11.6.4. Business Strategy
      • 11.6.5. Recent Developments
    • 11.7. Nice Systems
      • 11.7.1. Overview
      • 11.7.2. Financials
      • 11.7.3. Product Portfolio
      • 11.7.4. Business Strategy
      • 11.7.5. Recent Developments
    • 11.8. Nuance Communications
      • 11.8.1. Overview
      • 11.8.2. Financials
      • 11.8.3. Product Portfolio
      • 11.8.4. Business Strategy
      • 11.8.5. Recent Developments
    • 11.9. OpenText
      • 11.9.1. Overview
      • 11.9.2. Financials
      • 11.9.3. Product Portfolio
      • 11.9.4. Business Strategy
      • 11.9.5. Recent Developments
    • 11.10. Oracle
      • 11.10.1. Overview
      • 11.10.2. Financials
      • 11.10.3. Product Portfolio
      • 11.10.4. Business Strategy
      • 11.10.5. Recent Developments
    • 11.11. Pegasystems
      • 11.11.1. Overview
      • 11.11.2. Financials
      • 11.11.3. Product Portfolio
      • 11.11.4. Business Strategy
      • 11.11.5. Recent Developments
    • 11.12. Pitney Bowes
      • 11.12.1. Overview
      • 11.12.2. Financials
      • 11.12.3. Product Portfolio
      • 11.12.4. Business Strategy
      • 11.12.5. Recent Developments
    • 11.13. Salesforce
      • 11.13.1. Overview
      • 11.13.2. Financials
      • 11.13.3. Product Portfolio
      • 11.13.4. Business Strategy
      • 11.13.5. Recent Developments
    • 11.14. SAP
      • 11.14.1. Overview
      • 11.14.2. Financials
      • 11.14.3. Product Portfolio
      • 11.14.4. Business Strategy
      • 11.14.5. Recent Developments
    • 11.15. ServiceNow
      • 11.15.1. Overview
      • 11.15.2. Financials
      • 11.15.3. Product Portfolio
      • 11.15.4. Business Strategy
      • 11.15.5. Recent Developments
    • 11.16. Verint Systems
      • 11.16.1. Overview
      • 11.16.2. Financials
      • 11.16.3. Product Portfolio
      • 11.16.4. Business Strategy
      • 11.16.5. Recent Developments
    • 11.17. Zendesk
      • 11.17.1. Overview
      • 11.17.2. Financials
      • 11.17.3. Product Portfolio
      • 11.17.4. Business Strategy
      • 11.17.5. Recent Developments

Methodology

Free Analysis

Customer engagement is the connection between organizations and its stakeholders via several corresponding channels for business communications. This connection can be in the form of interactions, reactions, customer experiences, and feedback that can be offline or online. It can also be defined as a customer to customer correspondence in terms of product, communication, product, brand, and service. 

The growth of customer engagement solutions market is primarily attributed to the rising use of m-commerce and e-commerce platforms. The customer engagement platforms, such as NetSuite, FreeAgent CRM, HubSpot CRM, Salesforce.com, and Infusionsoft, help organizations of varied sizes in analyzing business metrics and nurture leads. In addition, the increase in the number of mobile applications has made shopping experiences easy and effective for customers. Further, the increase in the adoption of smartphones and tablets is driving the customer engagement solutions market. However, data synchronization between technologies and customer engagement solutions might hinder the growth of the customer engagement solutions market in the near future. Nonetheless, the increase in the applicability of machine learning and big data is expected to open new growth opportunities for the customer engagement solutions market. 

Global Customer Engagement Solutions Market

Based on solutions, the global customer engagement solutions market is divided into omnichannel, workforce optimization, robotic process optimization, and analytics and reporting. The analytics and reporting solution segment is estimated to witness the highest growth rate in the projected years. The analytics and reporting segment allows enterprises to use artificial intelligence that helps to customize solutions. By services, the market is bifurcated into professional services and managed services. By deployment type, this market is divided into cloud and on-premise. By organization size, this market is classified into small and medium enterprises and large enterprises. BFSI, consumer goods and retail, travel and hospitality, telecommunication, automotive and transportation, healthcare and life sciences, media and entertainment, manufacturing, and others comprise the vertical segment of the customer engagement solutions market. BFSI vertical is anticipated to dominate the customer engagement solutions market over the forecast timeframe. This can be due to the increasing customer engagement solutions’ adoption by the BFSI organizations to automate customer interaction system through chatbots, which, in turn, reduces service delivery period.

North America held the largest market share in customer engagement solutions market in 2017. This can be due to the wider acceptance of customer engagement solutions in the U.S., as the region has adopted social, cloud, mobile, and analytics technologies earlier. Europe is estimated to witness significant growth over the projected years, owing to the increase in the use of e-commerce platforms for a wide range of applications, such as automotive and consumer and retail. The Asia Pacific is anticipated to register the highest growth rate in the estimated years, due to the rising cloud computing adoption by varied enterprises in the Asia Pacific region.

Some key players in the customer engagement solutions market are Avaya, Aspect Software, Pitney Bowes, Nuance Communications, Calabrio, Oracle, Pegasystems, Genesys, IBM, Microsoft, Nice Systems, OpenText, Salesforce, SAP, ServiceNow, Verint Systems, and Zendesk, among others.

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