Customer Engagement Solutions Market Analysis North America, Europe, APAC, Middle East and Africa, South America - US, China, Japan, UK, France - Size and Forecast 2023-2027

Published: Oct 2023 Pages: 168 SKU: IRTNTR72553

Customer Engagement Solutions Market Forecast 2023-2027

The customer engagement solutions market size is forecast to increase by USD 11.60 billion at a CAGR of 10.8% between 2022 and 2027. The growth of the market depends on several factors, including the increasing adoption of e-commerce business models, the increasing importance of customer services, and the integration of AI with customer engagement solutions. 

Market Size and Forecast

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Market Overview

Key Driver

Increasing adoption of e-commerce business models is the key factor driving the growth of the market. To capitalize on the rising popularity of smartphones and related apps, new providers are turning to e-commerce business strategies. E-commerce giant like Amazon is expected to generate USD 367.19 billion in online sales in 2021, but traditional retailers such as Walmart and Macy's are struggling to keep up. 

Moreover, to remain competitive, many offline stores are reducing their store count and concentrating on a smaller number of retail outlets. These merchants are leveraging internet business (e-commerce) platforms as a new source of revenue and building an omnichannel presence. Rising internet usage and increasing adoption of e-commerce are expected to drive the growth of the market during the forecast period. 

Key Trends

Increasing smartphone and Internet usage is a primary trend in the market.  Due to the growing number of smartphones and internet usage, customers will be able to find information about a wide range of products and services in more than one channel, e.g. on the Web, Social Media, or other applications. A key factor that encourages customers to maintain their brand loyalty, thus contributing to consistent revenues for businesses across different sectors is customer service.

Furthermore, the adoption is driven by an increased amount of customer information and data, as well as a lack of adequate storage capacity, which has allowed businesses to gain benefits like process alignment, business consistency, and cooperation across the enterprise. Therefore, such factors will fuel the growth of the global market during the forecast period.

Key Restrain

The availability of free and open-source software is a challenge that affects the growth of the market.  Due to the high cost of SaaS solutions, free and open-source software is becoming increasingly popular, particularly amongst small and medium-sized enterprises with a low IT budget. SMEs can adopt and configure software licensing and subscriptions in line with their business model by using the availability of open-source software.

In addition, open-source systems with customizable architectures are being deployed by SMEs. Open-source allows small and medium-sized enterprises to benefit from all the functionalities of a commercially available SaaS solution but at an affordable price. This enables SMEs to take open-source solutions for customer engagement, which is projected to impede the growth of the market during the forecast period.

Market Dynamic

The market have become imperative in the dynamic landscape of the BFSI industry. Leveraging AI (Artificial Intelligence) and digital transformation, these solutions optimize customer touchpoints across various channels. In the banking sector, including credit unions and traditional banks, organizations are embracing workforce optimization (WFO) and quality management to enhance employee engagement. Fintech markets are particularly keen on digital adoption, exploring e-payment technology, and contributing to the evolution toward a cashless economy.

Robust customer engagement software powered by conversational AI platforms ensures accurate interactions, reflecting positively on the brand's potential. With a focus on omnichannel marketing through websites, mobile apps, and social media feeds, these solutions elevate consumer experiences, catering to the diverse digital skills and preferences of internet users. Cloud technology further enhances back-end operations, making digital engagement platforms indispensable for organizations navigating the evolving landscape of the BFSI industry.

Market Segmentation By Component 

The market share growth by the solutions segment will be significant during the forecast period. The market is defined as the delivery of a variety of solutions that allow businesses to make better decisions, increasing their Net Promoter Score (NPS) and generating seamless, personalized, omnichannel communications and multi-channel communication on all media at any given moment, when supported by services and know-how.

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The solutions segments showed a gradual increase in the market share of USD 7.34 billion in 2017 and continued to grow by 2021. It can range from a live chat tool that enables customer communication tools that service channels to enterprise-level software for every single point of contact that users have had throughout their sales experience with the Company. The integration of analytics into customer loyalty solutions is a key factor driving the growth of solutions in the global customer loyalty solutions market during the forecast period.

Market Segmentation By Deployment 

The cloud-based segment is anticipated to rise significantly. Cloud-based solutions include regular payments instead of large one-time investments and recurring costs for maintenance and updates, as with on-premises software. Some hosted solution options may require a higher upfront cost followed by a lower annual support payment. In either case, there are always advantages to using a hosted solution instead of a locally installed solution. As a result, the benefits of cloud-based are expected to fuel the growth of the cloud segment of the global market during the forecast period.

Market Analyst Overview

The customer engagement solutions market is thriving with innovative tools and strategies designed to enhance interaction and satisfaction. From robust (Customer Relationship Management) CRM software to efficient customer feedback tools, businesses are leveraging various platforms to strengthen relationships with their clientele.

Loyalty programs and personalized marketing initiatives further enrich the customer experience, while social media engagement and email marketing platforms offer dynamic channels for communication. Live chat support and customer service automation streamline interactions, ensuring prompt responses to inquiries and concerns.

With customer satisfaction surveys and voice of customer analytics, organizations gain valuable insights into consumer preferences and behaviors, allowing for informed decision-making. Additionally, customer journey mapping and customer experience management enable businesses to tailor their offerings to meet evolving needs.

The industry's trajectory is shaped by dynamic market trends and comprehensive market analysis and reports, driving continuous market growth analysis and innovation in customer engagement solutions.

Regional Overview

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North America is estimated to contribute 32% to the growth of the global market during the forecast period. Technavio’s analysts have elaborately explained the regional drivers market trends and analysis that shape the market during the forecast period. The availability of advanced technology infrastructure and the presence of multiple cloud service providers (CSPs) such as Microsoft, Salesforce, Oracle, and Adobe are driving the market growth in the region.

Furthermore, businesses in the region are investing in cloud services to deploy enterprise applications to streamline business processes. The SaaS solution provides access to all types of software, including ERP,  and HRM, via a web browser using one-click functionality. Additionally, ease of virtualization and flexible scaling are driving the growth of cloud-based services, and business automation with cloud services is driving the adoption of cloud-based services solutions to interact with customers in the region. Hence, such factors are expected to drive market growth and forecasting in this region.

Market Customer Landscape

The  Market forecasting report includes the adoption lifecycle of the market, covering from the innovator’s stage to the laggard’s stage. It focuses on adoption rates in different regions based on penetration. Furthermore, the report also includes key purchase criteria and drivers of price sensitivity to help companies evaluate and develop their growth strategies.

Global Customer Landscape

Who are the Major Market Companies?

Companies are implementing various strategies, such as strategic alliances, partnerships, mergers and acquisitions, geographical expansion, and product/service launches, to enhance their presence in the market.

  • Avaya LLC: The company offers solutions that can build customer loyalty by creating easy, fully integrated interactions across any channel, any time, under the brand name Avaya.
  • Calabrio Inc.: The company offers solutions that provide a place to deliver a customer experience that leads people to love brands under the brand name of Calabrio.
  • Freshworks Inc.: The company offers consumer engagement platform that promises to turn the SaaS world on its head by combining what used to be separate sales, marketing, and support products into one exceptional customer experience.

The research report also includes detailed analyses of the competitive landscape of the market and information about 20 market companies, including:

  • Accenture Plc
  • Crmnext
  • eGain Corp.
  • Enghouse Systems Ltd.
  • Genesys Telecommunications Laboratories Inc.
  • IFS World Operations AB
  • International Business Machines Corp.
  • Microsoft Corp.
  • NICE Ltd.
  • Open Text Corp.
  • Oracle Corp.
  • Pegasystems Inc.
  • Pitney Bowes Inc.
  • Salesforce Inc.
  • SAP SE
  • ServiceNow Inc.
  • Verint Systems Inc.

Qualitative and quantitative analysis of companies has been conducted to help clients understand the wider business environment as well as the strengths and weaknesses of key market players. Data is qualitatively analyzed to categorize companies as pure play, category-focused, industry-focused, and diversified; it is quantitatively analyzed to categorize companies as dominant, leading, strong, tentative, and weak.

Segment Overview

The  market report forecasts market growth by revenue at global, regional & country levels and provides an analysis of the latest trends and growth opportunities from 2017 to 2027. 

  • Component Outlook (USD billion, 2017 - 2027)
    • Solutions
    • Services
  • Deployment Outlook (USD billion, 2017 - 2027)
    • Cloud
    • On-premises
  • Region Outlook (USD billion, 2017 - 2027)
    • North America
      • The U.S.
      • Canada
    • Europe
      • The U.K.
      • Germany
      • France
      • Rest of Europe
    • APAC
      • China
      • India
    • South America
      • Chile 
      • Brazil 
      • Argentina
    • Middle East & Africa
      • Saudi Arabia
      • South Africa
      • Rest of the Middle East & Africa

Customer Engagement Solutions Market Scope

Report Coverage

Details

Page number

168

Base year

2022

Historic period

2017-2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 10.8%

Market growth 2023-2027

USD 11.60 billion

Market structure

Fragmented

YoY growth 2022-2023(%)

10.35

Regional analysis

North America, Europe, APAC, Middle East and Africa, and South America

Performing market contribution

North America at 32%

Key countries

US, China, Japan, UK, and France

Competitive landscape

 Leading Companies, Market Positioning of Companies, Competitive Strategies, and Industry Risks

Key companies profiled

Accenture Plc, Avaya LLC, Calabrio Inc., Crmnext, eGain Corp., Enghouse Systems Ltd., Freshworks Inc., Genesys Telecommunications Laboratories Inc., IFS World Operations AB, International Business Machines Corp., Microsoft Corp., NICE Ltd., Open Text Corp., Oracle Corp., Pegasystems Inc., Pitney Bowes Inc., Salesforce Inc., SAP SE, ServiceNow Inc., and Verint Systems Inc.

Market dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID-19 impact and recovery analysis and future consumer dynamics, and Market condition analysis for the forecast period.

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

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What are the Key Data Covered in this  Market Research and Growth Report?

  • CAGR of the  market forecast period
  • Detailed information on factors that will drive the growth of the market between 2023 and 2027
  • Precise estimation of the market  size and its contribution of the market in focus to the parent market
  • Accurate predictions about upcoming market growth and trends and changes in consumer behavior
  • Growth of the market across North America, Europe, APAC, Middle East and Africa, and South America
  • Thorough analysis of the market’s competitive landscape and detailed information about companies
  • Comprehensive analysis of factors that will challenge the growth of market companies

We can help! Our analysts can customize this market research report to meet your requirements. 

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1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by Component
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by Deployment
    • Exhibit 07: Executive Summary – Chart on Incremental Growth
    • Exhibit 08: Executive Summary – Data Table on Incremental Growth
    • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 10: Parent market
    • Exhibit 11: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 12: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 13: Market segments
  • 3.3 Market size 2022
    • 3.4 Market outlook: Forecast for 2022-2027
      • Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
      • Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

    4 Historic Market Size

    • 4.1 Global customer engagement solutions market 2017 - 2021
      • Exhibit 18: Historic Market Size – Data Table on global customer engagement solutions market 2017 - 2021 ($ billion)
    • 4.2 Component Segment Analysis 2017 - 2021
      • Exhibit 19: Historic Market Size – Component Segment 2017 - 2021 ($ billion)
    • 4.3 Deployment Segment Analysis 2017 - 2021
      • Exhibit 20: Historic Market Size – Deployment Segment 2017 - 2021 ($ billion)
    • 4.4 Geography Segment Analysis 2017 - 2021
      • Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ billion)
    • 4.5 Country Segment Analysis 2017 - 2021
      • Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ billion)

    5 Five Forces Analysis

    • 5.1 Five forces summary
      • Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
    • 5.2 Bargaining power of buyers
      • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027
    • 5.3 Bargaining power of suppliers
      • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027
    • 5.4 Threat of new entrants
      • Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027
    • 5.5 Threat of substitutes
      • Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027
    • 5.6 Threat of rivalry
      • Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027
    • 5.7 Market condition
      • Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

    6 Market Segmentation by Component

    • 6.1 Market segments
      • Exhibit 30: Chart on Component - Market share 2022-2027 (%)
      • Exhibit 31: Data Table on Component - Market share 2022-2027 (%)
    • 6.2 Comparison by Component
      • Exhibit 32: Chart on Comparison by Component
      • Exhibit 33: Data Table on Comparison by Component
    • 6.3 Solutions - Market size and forecast 2022-2027
      • Exhibit 34: Chart on Solutions - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 35: Data Table on Solutions - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 36: Chart on Solutions - Year-over-year growth 2022-2027 (%)
      • Exhibit 37: Data Table on Solutions - Year-over-year growth 2022-2027 (%)
    • 6.4 Services - Market size and forecast 2022-2027
      • Exhibit 38: Chart on Services - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 39: Data Table on Services - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 40: Chart on Services - Year-over-year growth 2022-2027 (%)
      • Exhibit 41: Data Table on Services - Year-over-year growth 2022-2027 (%)
    • 6.5 Market opportunity by Component
      • Exhibit 42: Market opportunity by Component ($ billion)
      • Exhibit 43: Data Table on Market opportunity by Component ($ billion)

    7 Market Segmentation by Deployment

    • 7.1 Market segments
      • Exhibit 44: Chart on Deployment - Market share 2022-2027 (%)
      • Exhibit 45: Data Table on Deployment - Market share 2022-2027 (%)
    • 7.2 Comparison by Deployment
      • Exhibit 46: Chart on Comparison by Deployment
      • Exhibit 47: Data Table on Comparison by Deployment
    • 7.3 Cloud - Market size and forecast 2022-2027
      • Exhibit 48: Chart on Cloud - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 49: Data Table on Cloud - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 50: Chart on Cloud - Year-over-year growth 2022-2027 (%)
      • Exhibit 51: Data Table on Cloud - Year-over-year growth 2022-2027 (%)
    • 7.4 On-premises - Market size and forecast 2022-2027
      • Exhibit 52: Chart on On-premises - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 53: Data Table on On-premises - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 54: Chart on On-premises - Year-over-year growth 2022-2027 (%)
      • Exhibit 55: Data Table on On-premises - Year-over-year growth 2022-2027 (%)
    • 7.5 Market opportunity by Deployment
      • Exhibit 56: Market opportunity by Deployment ($ billion)
      • Exhibit 57: Data Table on Market opportunity by Deployment ($ billion)

    8 Customer Landscape

    • 8.1 Customer landscape overview
      • Exhibit 58: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

    9 Geographic Landscape

    • 9.1 Geographic segmentation
      • Exhibit 59: Chart on Market share by geography 2022-2027 (%)
      • Exhibit 60: Data Table on Market share by geography 2022-2027 (%)
    • 9.2 Geographic comparison
      • Exhibit 61: Chart on Geographic comparison
      • Exhibit 62: Data Table on Geographic comparison
    • 9.3 North America - Market size and forecast 2022-2027
      • Exhibit 63: Chart on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 64: Data Table on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 65: Chart on North America - Year-over-year growth 2022-2027 (%)
      • Exhibit 66: Data Table on North America - Year-over-year growth 2022-2027 (%)
    • 9.4 Europe - Market size and forecast 2022-2027
      • Exhibit 67: Chart on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 68: Data Table on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 69: Chart on Europe - Year-over-year growth 2022-2027 (%)
      • Exhibit 70: Data Table on Europe - Year-over-year growth 2022-2027 (%)
    • 9.5 APAC - Market size and forecast 2022-2027
      • Exhibit 71: Chart on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 72: Data Table on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 73: Chart on APAC - Year-over-year growth 2022-2027 (%)
      • Exhibit 74: Data Table on APAC - Year-over-year growth 2022-2027 (%)
    • 9.6 Middle East and Africa - Market size and forecast 2022-2027
      • Exhibit 75: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 76: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 77: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
      • Exhibit 78: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
    • 9.7 South America - Market size and forecast 2022-2027
      • Exhibit 79: Chart on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 80: Data Table on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 81: Chart on South America - Year-over-year growth 2022-2027 (%)
      • Exhibit 82: Data Table on South America - Year-over-year growth 2022-2027 (%)
    • 9.8 US - Market size and forecast 2022-2027
      • Exhibit 83: Chart on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 84: Data Table on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 85: Chart on US - Year-over-year growth 2022-2027 (%)
      • Exhibit 86: Data Table on US - Year-over-year growth 2022-2027 (%)
    • 9.9 UK - Market size and forecast 2022-2027
      • Exhibit 87: Chart on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 88: Data Table on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 89: Chart on UK - Year-over-year growth 2022-2027 (%)
      • Exhibit 90: Data Table on UK - Year-over-year growth 2022-2027 (%)
    • 9.10 China - Market size and forecast 2022-2027
      • Exhibit 91: Chart on China - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 92: Data Table on China - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 93: Chart on China - Year-over-year growth 2022-2027 (%)
      • Exhibit 94: Data Table on China - Year-over-year growth 2022-2027 (%)
    • 9.11 Japan - Market size and forecast 2022-2027
      • Exhibit 95: Chart on Japan - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 96: Data Table on Japan - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 97: Chart on Japan - Year-over-year growth 2022-2027 (%)
      • Exhibit 98: Data Table on Japan - Year-over-year growth 2022-2027 (%)
    • 9.12 France - Market size and forecast 2022-2027
      • Exhibit 99: Chart on France - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 100: Data Table on France - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 101: Chart on France - Year-over-year growth 2022-2027 (%)
      • Exhibit 102: Data Table on France - Year-over-year growth 2022-2027 (%)
    • 9.13 Market opportunity by geography
      • Exhibit 103: Market opportunity by geography ($ billion)
      • Exhibit 104: Data Tables on Market opportunity by geography ($ billion)

    10 Drivers, Challenges, and Trends

    • 10.1 Market drivers
      • 10.2 Market challenges
        • 10.3 Impact of drivers and challenges
          • Exhibit 105: Impact of drivers and challenges in 2022 and 2027
        • 10.4 Market trends

          11 Vendor Landscape

          • 11.1 Overview
            • 11.2 Vendor landscape
              • Exhibit 106: Overview on Criticality of inputs and Factors of differentiation
            • 11.3 Landscape disruption
              • Exhibit 107: Overview on factors of disruption
            • 11.4 Industry risks
              • Exhibit 108: Impact of key risks on business

            12 Vendor Analysis

            • 12.1 Vendors covered
              • Exhibit 109: Vendors covered
            • 12.2 Market positioning of vendors
              • Exhibit 110: Matrix on vendor position and classification
            • 12.3 Avaya LLC
              • Exhibit 111: Avaya LLC - Overview
              • Exhibit 112: Avaya LLC - Product / Service
              • Exhibit 113: Avaya LLC - Key offerings
            • 12.4 Calabrio Inc.
              • Exhibit 114: Calabrio Inc. - Overview
              • Exhibit 115: Calabrio Inc. - Product / Service
              • Exhibit 116: Calabrio Inc. - Key offerings
            • 12.5 Freshworks Inc.
              • Exhibit 117: Freshworks Inc. - Overview
              • Exhibit 118: Freshworks Inc. - Product / Service
              • Exhibit 119: Freshworks Inc. - Key offerings
            • 12.6 Genesys Telecommunications Laboratories Inc.
              • Exhibit 120: Genesys Telecommunications Laboratories Inc. - Overview
              • Exhibit 121: Genesys Telecommunications Laboratories Inc. - Product / Service
              • Exhibit 122: Genesys Telecommunications Laboratories Inc. - Key offerings
            • 12.7 International Business Machines Corp.
              • Exhibit 123: International Business Machines Corp. - Overview
              • Exhibit 124: International Business Machines Corp. - Business segments
              • Exhibit 125: International Business Machines Corp. - Key news
              • Exhibit 126: International Business Machines Corp. - Key offerings
              • Exhibit 127: International Business Machines Corp. - Segment focus
            • 12.8 Microsoft Corp.
              • Exhibit 128: Microsoft Corp. - Overview
              • Exhibit 129: Microsoft Corp. - Business segments
              • Exhibit 130: Microsoft Corp. - Key news
              • Exhibit 131: Microsoft Corp. - Key offerings
              • Exhibit 132: Microsoft Corp. - Segment focus
            • 12.9 NICE Ltd.
              • Exhibit 133: NICE Ltd. - Overview
              • Exhibit 134: NICE Ltd. - Business segments
              • Exhibit 135: NICE Ltd. - Key news
              • Exhibit 136: NICE Ltd. - Key offerings
              • Exhibit 137: NICE Ltd. - Segment focus
            • 12.10 Open Text Corp.
              • Exhibit 138: Open Text Corp. - Overview
              • Exhibit 139: Open Text Corp. - Product / Service
              • Exhibit 140: Open Text Corp. - Key news
              • Exhibit 141: Open Text Corp. - Key offerings
            • 12.11 Oracle Corp.
              • Exhibit 142: Oracle Corp. - Overview
              • Exhibit 143: Oracle Corp. - Business segments
              • Exhibit 144: Oracle Corp. - Key news
              • Exhibit 145: Oracle Corp. - Key offerings
              • Exhibit 146: Oracle Corp. - Segment focus
            • 12.12 Pegasystems Inc.
              • Exhibit 147: Pegasystems Inc. - Overview
              • Exhibit 148: Pegasystems Inc. - Product / Service
              • Exhibit 149: Pegasystems Inc. - Key news
              • Exhibit 150: Pegasystems Inc. - Key offerings
            • 12.13 Pitney Bowes Inc.
              • Exhibit 151: Pitney Bowes Inc. - Overview
              • Exhibit 152: Pitney Bowes Inc. - Business segments
              • Exhibit 153: Pitney Bowes Inc. - Key offerings
              • Exhibit 154: Pitney Bowes Inc. - Segment focus
            • 12.14 Salesforce Inc.
              • Exhibit 155: Salesforce Inc. - Overview
              • Exhibit 156: Salesforce Inc. - Product / Service
              • Exhibit 157: Salesforce Inc. - Key news
              • Exhibit 158: Salesforce Inc. - Key offerings
            • 12.15 SAP SE
              • Exhibit 159: SAP SE - Overview
              • Exhibit 160: SAP SE - Business segments
              • Exhibit 161: SAP SE - Key news
              • Exhibit 162: SAP SE - Key offerings
              • Exhibit 163: SAP SE - Segment focus
            • 12.16 ServiceNow Inc.
              • Exhibit 164: ServiceNow Inc. - Overview
              • Exhibit 165: ServiceNow Inc. - Product / Service
              • Exhibit 166: ServiceNow Inc. - Key news
              • Exhibit 167: ServiceNow Inc. - Key offerings
            • 12.17 Verint Systems Inc.
              • Exhibit 168: Verint Systems Inc. - Overview
              • Exhibit 169: Verint Systems Inc. - Product / Service
              • Exhibit 170: Verint Systems Inc. - Key offerings

            13 Appendix

            • 13.1 Scope of the report
              • 13.2 Inclusions and exclusions checklist
                • Exhibit 171: Inclusions checklist
                • Exhibit 172: Exclusions checklist
              • 13.3 Currency conversion rates for US$
                • Exhibit 173: Currency conversion rates for US$
              • 13.4 Research methodology
                • Exhibit 174: Research methodology
                • Exhibit 175: Validation techniques employed for market sizing
                • Exhibit 176: Information sources
              • 13.5 List of abbreviations
                • Exhibit 177: List of abbreviations

              Research Framework

              Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

              INFORMATION SOURCES

              Primary sources

              • Manufacturers and suppliers
              • Channel partners
              • Industry experts
              • Strategic decision makers

              Secondary sources

              • Industry journals and periodicals
              • Government data
              • Financial reports of key industry players
              • Historical data
              • Press releases

              DATA ANALYSIS

              Data Synthesis

              • Collation of data
              • Estimation of key figures
              • Analysis of derived insights

              Data Validation

              • Triangulation with data models
              • Reference against proprietary databases
              • Corroboration with industry experts

              REPORT WRITING

              Qualitative

              • Market drivers
              • Market challenges
              • Market trends
              • Five forces analysis

              Quantitative

              • Market size and forecast
              • Market segmentation
              • Geographical insights
              • Competitive landscape

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              Key Questions Answered

              • What are the key global market and the regional market share?
              • What are the revenue-generating key market segments?
              • What are the key factors driving and challenging this market’s growth?
              • Who are the key market vendors and their growth strategies?
              • What are the latest trends influencing the growth of this market?
              • What are the variables influencing the market growth in the primary regions?
              • What are the factors influencing the growth of the parent market?

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