Global Contact Center As A Service (CCaaS) Market

Cloud-based contact center refers to an application that is hosted on a web server and used by businesses to answer incoming and outgoing client calls. Cloud contact centres provide communication via a variety of platforms, including voice, email, social media, and chat, from any place and on any device. It is a full set of technologies, applications, and cloud-hosted solutions for contact centers in large companies which need multiple communication modes (such as messaging and phone calls), complex call routing, staff management, and analytics. The main types of cloud based contact centers are automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, analytics, and reporting. A telephone system that automatically receives incoming calls and sends them to an available agent is known as automated call distribution. The different components include services, and solutions and are deployed in public, private, and hybrid clouds. It is used in call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision making, and workforce optimization and is implemented in various sectors such as banking, financial services and insurance (BFSI), IT and telecom, media, and entertainment, retail, logistics, and transport, healthcare, others. The cloud based contact center market research report is one of a series of new reports from The Business Research Company that provides cloud based contact center market statistics, including cloud based contact center industry global market size, regional shares, competitors with a cloud based contact center market share, detailed cloud based contact center market segments, market trends and opportunities, and any further data you may need to thrive in the cloud based contact center industry. This cloud based contact center market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry. The global cloud based contact center market size grew from $19.66 billion in 2022 to $24.09 billion in 2023 at a compound annual growth rate (CAGR) of 22.5%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The cloud based contact center market size is expected to grow to $53.6 billion in 2027 at a CAGR of 22.1%. The rising adoption of cloud based call centers is projected to drive the growth of the cloud based contact center market in the coming years. A network-based service in which a provider owns and controls contact center technology is known as cloud-based call centers. Cloud based call centers provide innovative solutions to address the company issues and remote services to enterprises on a subscription basis. According to CallMiner report 2020, a US-based software company develops speech analytics and interaction analytics software, to enhance the customer experience, 66% of call centers and contact centers seek to invest in advanced analytics. Therefore, the rising adoption of cloud based call centers fuels the growth of the cloud based contact center market. The growing technological advancements are shaping the cloud based call center market. Major companies operating in the cloud based call center sector are focused on developing technological solutions for cloud based call centers to strengthen their position in the industry. For instance, in April 2020, ServiceNow, a US-based software company, launched Contact-Center-as-a-Service working on artificial intelligence to provide IT supports in contact centers to increase the efficiency of operation at a lower cost. ServiceNow’s Cloud Call Center solutionoffers native integration of natural language AI technology, Lex, transcribe, IT workflow, and service desk capabilitiestautomate support tasks to improve both the caller and agent experience. In August 2020, TTEC Holdings a US-based customer experience technology and services company acquired VoiceFoundry for an undisclosed amount. The acquisition aims to create an end-to-end delivery solution for Amazon connect. Voice Foundry is a US-based company that is focused design and delivery of Amazon Connect, a cloud based enterprise contact center solution used around the globe, and is focused on helping businesses to improve customer engagement while maximizing the benefits of the cloud. Major players in the cloud based contact center market are Genesys Telecommunications Laboratories Inc., 3CLogic Inc., Avaya Contact Center (Avaya Group), Connect First Inc., Five9 Inc., 8X8 Inc., Aspect Software, RingCentral Inc., NICE Systems Ltd., Ameyo, Aircall SAS, Amazon Web Services Inc., Vocalcom Group, TalkdeskInc., Vonage, Serenova, Content Guru, Evolve IP, TCN Inc., Tata Consultancy Services Limited., and Worldline. North America was the largest region in the cloud based contact center market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the cloud based contact center market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the cloud based contact center market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, the UK, and the USA. The cloud-based contact center market includes revenues earned by entities by providng automated call routing and multiple communication platforms. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global cloud based contact center market is segmented - 1) By Type: Automatic Call Distribution, Agent Performance Optimization, Dialers, Interactive Voice Response, Computer Telephony Integration, Analytics And Reporting 2) By Component: Solution, Services 3) By Deployment: Public, Private, Hybrid 4) By Application: Call Routing And Queuing, Data Integration And Recording, Chat Quality And Monitoring, Real-Time Decision Making, Workforce Optimization 5) By End-User: Banking, Financial Services and Insurance (BFSI), IT And Telecom, Media And Entertainment, Retail, Logistics And Transport, Healthcare, Other End Users

The contact center software are used for optimizing operations and communicating with customers by real-time call monitoring, routing customer contacts to agents, analyzing, tracking, and reporting critical metrics through a centralized platform. The contact center software is a telecommunication system that helps in increasing the efficiency of a contact center by focusing on interactions between contact center agents and customers. The main components of contact center software are software and services. The contact center software improves the efficiency of the contact center and contributes to its success. The type of contact center software services provided is professional services and managed services that are deployed as cloud-based and on-premise. The various end-users of contact center software are banking, financial services, and insurance (BFSI), consumer goods and retail, healthcare, IT and telecom, and government. The contact center software market research report is one of a series of new reports from The Business Research Company that provides contact center software market statistics, including contact center software industry global market size, regional shares, competitors with a contact center software market share, detailed contact center software market segments, market trends and opportunities, and any further data you may need to thrive in the contact center software industry. This contact center software market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry. The global contact centre software market size grew from $32.01 billion in 2022 to $38.33 billion in 2023 at a compound annual growth rate (CAGR) of 19.8%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The contact centre software market size is expected to grow to $80.42 billion in 2027 at a CAGR of 20.4%. The rapid growth in the adoption of the cloud-based contact center is significantly contributing to the growth of the contact center software market. The cloud-based contact center is hosted on an internet server through which all inbound and outbound customer communications are handled. The growing adoption of the cloud-based contact center as they provide more scalability and flexibility than traditional contact centers is promoting the growth of the contact center software market. For instance, according to a survey conducted in 2020 by Cisco Systems Inc., a US-based networking hardware company, 62% of contact center decision-makers have shown their interest in implementing a cloud-based contact center in the next 18 months. Therefore, the rapid growth in the adoption of the cloud-based contact center is driving the growth of the contact center software market. Technological advancements are the key trends gaining popularity in the contact center software market. Enterprises are integrating artificial intelligence to enhance the efficiency of contact center software. AI helps in analyzing customer behavior, providing customer insights, reducing the waiting time of customers, and estimating real-time future behavior of the customer. For instance, in July 2020, NICE Systems Ltd., an Israel-based software company specializing in contact center software launched ENLIGHTEN Fraud Prevention, a customer engagement AI platform with voice biometrics capabilities for automatic fraudster detection. The system is based on predictive behavioral models which aim to determine and score agent behaviors to improve sales opportunity discovery and customer satisfaction. It can scan millions of voice interactions to detect risky and abnormal behavior including authentication methods and requests to change addresses without relying on agents to manually capture dispositions. It helps organizations to prevent exposure of personally identifiable information, protect customers from account takeover and reduce fraud losses, and safeguard brand loyalty. In August 2021, Avaya Holdings Corp., a US-based multinational technology company, acquired CTIntegrations, LLC, for an undisclosed amount. Through this acquisition, Avaya Holdings Corp. aims to strengthen its portfolio in composable cloud platform solutions. CTIntegrations, LLC, is a US-based contact center software development and system integration company. Major players in the contact center software market are Cisco Systems Inc., Oracle Corporation, SAP SE, ZTE Corporation, NEC Enterprise Solutions, Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation, Talkdesk Inc., Ameyo, 8x8, Aspect Software, Unify Inc., Five9 Inc., Vocalcom SA, Enghouse Interactive Inc., and NICE Systems Ltd. North America was the largest region in the contact center software market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the contact center software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the contact center software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, the UK, and the USA. The contact center software market includes revenues earned by entities by providing services such as interactive voice response, real-time reporting, CRM integration, call routing. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global contact centre software market is segmented - 1) By Component: Software, Services 2) By Service Type: Professional Services, Managed Services 3) By Deployment: Cloud-Based, On-Premise 4) By End User: Banking, Financial Services, And Insurance (BFSI), Consumer Goods And Retail, Healthcare, IT And Telecom, Government

Customer communication management refers to software for improving production, delivery, storage, and outbound communications retrieval to customers. A centralized CCM platform that enables real-time, cross-channel, interactive conversations improve customer experience substantially. The customer communication management is used to facilitate customer interactions and improve sharing, storage, and retrieval of customer communications using various tools and processes. The main components of customer communications management are solutions and services. Customer communications management solutions provide integrated custom-made capabilities for consumers across websites, stores, call centers, mobile applications, social media, emails, virtual assistants, and other touchpoints. It includes management and customer communications automation in media such as SMS, print, email, and web pages. The deployment modes are on-premises and cloud. Large, small and medium enterprises in IT and telecom, retail and eCommerce, BFSI, healthcare, travel and hospitality, government, utilities, and other verticals use customer communications management. The customer communication management market research report is one of a series of new reports from The Business Research Company that provides customer communication management market statistics, including customer communication management industry global market size, regional shares, competitors with a customer communication management market share, detailed customer communication management market segments, market trends and opportunities, and any further data you may need to thrive in the customer communication management industry. This customer communication management market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry. The global customer communications management market size grew from $1.35 billion in 2022 to $1.52 billion in 2023 at a compound annual growth rate (CAGR) of 12.7%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The customer communications management market size is expected to grow to $2.35 billion in 2027 at a CAGR of 11.5%. An increase in smartphone penetration across the globe is driving the growth of the customer communication management market. Smartphone penetration refers to the quantity of active mobile phone subscriptions compared to the overall market for mobile phones. Smartphones are used to manage customer communications across a wide range of media, such as queries via live chat, dropping a feature request via email, SMS/MMS, responsive design mobile experiences, and in-app notifications. According to the Pew Research Center, a US-based nonprofit organization that provides information on issues, opinions, and trends shaping the world, in June 2021, smartphone ownership among adults in the US was 85%, an increase from 81% in 2019. Therefore, an increase in smartphone penetration is expected to propel market growth over the coming years. Technological advancements are gaining significant popularity in the customer communication management market. Major market players are focusing on implementing technological advancements such as artificial intelligence, augmented reality, and machine learning in customer communication management that work on cloud-based customer communications management technology and advanced natural language processing that offer advantages in cross-departmental cooperation, allowing for coordinated and consistent communication across the customer experience. For instance, in May 2021, Quadient, a France-based company specializing in mailing equipment, business process automation, and customer experience management, introduced Inspire Evolve, a software-as-a-service (SaaS) customer communications management (CCM) solution that is integrated with a cloud-based customer communications solution and streamlines existing technology. It includes on-premises and hybrid cloud CCM solutions, SaaS customer journey mapping and orchestration solutions. This launch represents another step forward for the Quadient product portfolio. In January 2021, Smart Communications, a UK-based technology company engaged in cloud-enabled customer communications management services, acquired Assentis Technologies AG for an undisclosed amount. With this acquisition, Smart Communications aimed to extend support to the growing financial services customer base across the globe. Assentis Technologies AG is a Switzerland-based software and services company specializing in customer communication management platforms for the financial services industry. Major players in the customer communications management market are Adobe, Capgemini, CEDAR CX Technologies, Newgen Software Technologies Limited, Open Text Corporation, Oracle, Quadient, Smart Communications, Zendesk, Doxee, Ecrion, Hyland, Papyrus Software, Pitney Bowes and Sefas Innovation Inc., North America was the largest region in the customer communications management market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer communications management market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer communications management market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, the UK, and the USA. The customer communication management market includes revenues earned by entities by providing marketing, new product introductions, renewal notifications, claims correspondence and documentation, and bill and payment notifications. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global customer communications management market is segmented - 1) By Component: Solution, Services 2) By Deployment Mode: On-Premises, Cloud 3) By Organization Size: Large Enterprises, Small And Medium Enterprises 4) By Vertical: IT And Telecom, Retail And eCommerce, BFSI, Healthcare, Travel And Hospitality, Government, Utilities, Other Verticals

Customer self-service software refers to a set of instructions or programs that are designed to create customer-initiated technology to support customers to service themselves by giving access to information about a product and services of an organization without the involvement of a support agent. Customer self-service software is used to assist clients or customers to find solutions by themselves without requiring any interaction with a representative. The main types of offerings in customer self-service software are Solution and Service. Cloud refers to software based on pay-for-use for their clients to collect, store, and manage data by a third party to track information on behalf of organizations. The deployment involved are cloud and on premise. The different end users include BFSI, healthcare, retail, government, IT, telecommunication, and others. The customer self-service software market research report is one of a series of new reports from The Business Research Company that provides customer self-service software market statistics, including customer self-service software industry global market size, regional shares, competitors with a customer self-service software market share, detailed customer self-service software market segments, market trends and opportunities, and any further data you may need to thrive in the customer self-service software industry. This anomaly detection market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry. The global customer self-service software market size is expected to grow from $12.9 billion in 2022 to $15.79 billion in 2023 at a compound annual growth rate (CAGR) of 22.4%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The customer self-service software market size is expected to grow to $34.35 billion in 2027 at a CAGR of 21.4%. The increase in accessibility of customer service touchpoints is expected to propel the growth of the customer self-service software market going forward. Customer service touchpoints refer to real-time consumer interaction with an organization’s employee, a website, an application, or an advertisement to enhance a customer’s buying and problem-solving process related to a product or service to maximize customer experience. Major companies are choosing customer self-service software due to customers’ requests for solutions instantly to their problems rather than finding the solutions on the web or instead of waiting on the phone. For instance, in 2022, according to Emplify Inc., a US-based company operating in software-as-a-Service, approximately 52% of customers expect brands to respond within one hour, and 75% of customers think it's important for an organization to have a fully self-service customer care option. Therefore, the rising accessibility of customer service touchpoints is expected to propel the growth of the customer self-service software market. Technological advancement is the key trend that is gaining popularity in the customer self-service software market. Major companies operating in the market are focused on developing advanced products that could give better solutions and strengthen their position in the market. For instance, in December 2021, Wolken Software, a US-based company operating in self-service customer software for extraordinary customer experiences, introduced its customer self-service tool integrated with cloud computing and omnichannel technologies known as Wolken Care. Wolken Care provides the organization with superior customer service to their customers in several sectors such as automotive, semiconductor, manufacturing, and others by using a cloud-native SaaS application that enables enterprises to operate without assistance and eliminate overhead costs associated with coding operations. The solution intends to assist these firms by providing them with a top-notch, feature-rich service desk at a reduced cost for both their internal and external clients. In September 2021, Verint Systems, a US-based customer engagement company, acquired Conversocial Solutions for an undisclosed amount. With this acquisition, the company aims to improve the ideal time and with the potential to redefine the third-party messaging customer experience as it continues to find new applications for its conversational artificial intelligence (AI). Conversocial solution is a US-based developer of conversational artificial intelligence-powered customer service solution. Major players in the customer self-service software market are Oracle Corporation, Salesforce Inc., SAP SE, Microsoft Corporation, BMC Software Inc., Verint System, Zendesk Inc., Nuance Communications Inc., Zoho Corporation Private Limited, Avaya Holdings Corp, HappyFox Technologies LLP, Aspect Software Inc., Zappix Inc., Freshworks Inc., AnswerDash, GoTo(LogMeIn Inc), SolarWinds MSP UK Ltd., Moxie Software Solutions India Private Limited, Software Advice, Creative Virtual Private Limited, eGain Corporation, Nanorep Technologies Ltd., SugarCRM Inc., Inbenta Holdings Inc., and Aptean Asia-Pacific Ltd. North America was the largest region in the customer self-service software market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer self-service software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, and Africa. The countries covered in the customer self-service software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, and the USA. The customer self-service software market includes revenues earned by entities by providing consultancy services, frequently asked questions, chatbot, online recorded discussion services, automated call center services. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global customer self-service software market is segmented - 1) By Offering: Solution, Service 2) By Deployment: Cloud, On-Premise 3) By End-User Industry: BFSI, Healthcare, Retail, Government, IT and Telecommunication, Other End-user Industries

CRM (customer relationship management software) software is designed to help the organization provide a unique and seamless customer experience and build better relationships by providing a complete picture of all customer interactions, tracking sales, organizing and prioritizing the opportunities, and facilitating collaboration across different teams. The main deployment types of customer relationship management (CRM) software are cloud CRM and on-premise CRM. Cloud CRM refers to CRM software in which the application and data are stored, or hosted, on the CRM provider's own servers in a datacenter and accessed via an internet browser. The software are used by small and mid-sized enterprises, large enterprises for sales, marketing, manufacturing, customer service, social networking, supply chain, distribution, and others. The customer relationship management (CRM) market research report is one of a series of new reports from The Business Research Company that provides customer relationship management (CRM) market statistics, including customer relationship management (CRM) industry global market size, regional shares, competitors with a customer relationship management (CRM) market share, detailed customer relationship management (CRM) market segments, market trends and opportunities, and any further data you may need to thrive in the customer relationship management (CRM) industry. This customer relationship management (CRM) market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry. The global crm software market size will grow from $128.25 billion in 2022 to $148.49 billion in 2023 at a compound annual growth rate (CAGR) of 15.8%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The global crm software market size is expected to grow to $263.1 billion in 2027 at a CAGR of 15.4%. Increasing number of customers of the organizations and the rising need for customer satisfaction are expected to benefit the customer relationship management software market in the forecast period. Organizations should offer customized services to customers, gain better knowledge of their purchasing habits and other details, develop cross-selling opportunities and create competitive differentiators to retain existing customers and to attract new customers. These drive the demand for the use of CRM software in organizations to understand their customers in a better way and to maintain a good relationship with them. For example, Apollo Hospitals has implemented custom designed CRM software of Veon Consulting which resulted in high user adoption, 27% cut in the timeline of the review process, efficient handling of patient visits and outcome which saved manual efforts by 42%, and effective reporting and dashboards which reduced number of travels by 50%. Rising number of security concerns are expected to limit the growth of companies in the customer relationship management software market during the forecast period. Security concerns have been increasing in the recent times due to online availability of personal data. CRM and similar software store large databases online and these data of customers are accessed by teams around the globe which poses the potential for mistreatment of data. The data in the CRM software and other software's faces security concerns including corporate/competitive espionage, fraud, ID theft, nations-state espionage and unauthorized sales of data to third-party. These issues restrict the growth of CRM software. For example, CRM software in Bank of America and Citibank were once hacked to steal the user log-in credentials. Social and Mobile CRM are increasingly integrating social media channels into CRM platforms to offer to its full capabilities on every smart device by having a real-time access at any place or time. This integration helps to achieve greater productivity, better customer experience, and access to more relevant information. Advertisers have embraced social media platforms to associate and share with customers for improving products and perceptions. These also help businesses to manage customer grievances, requests, and inquiries. More number of users can access the data using social and mobile CRM. For example, Wells Fargo has implemented social CRM to engage with the customers and improve their availability. Wells Fargo also uses CRM to solve customer queries. In October 2022, RealPage, a US-based real estate software and data company acquired Knock CRM for an undisclosed sum. As a result, RealPage will retain the brand Knock and pursues more business opportunities. Knock CRM is a US-based CRM and performance management platform for residential property management. Major players in the customer relationship management (CRM) software market are Salesforce, Microsoft, Oracle, SAP, Sugar, Zoho, Pipedrive, Hubspot, Act, Infusionsoft, Apptivo, Sage, Salesboom, Base, Insightly, Adobe, Genesys Telecommunications laboratories, Nice systems, Pega systems, Verint systems, Zendesk, Freshsales, BPM online, InfoFlo, Amo, vCita, Monday.com, Maximizer, Hotjar and nimble. Asia-Pacific was the largest region in the customer relationship management (CRM) software market in 2022. North America was the second largest region of the global customer relationship management (CRM) software market. The regions covered in the global customer relationship management (CRM) software market are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer relationship management (CRM) software market are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK and USA. The customer relationship management (CRM) software market includes revenues earned by entities by offering developing and distributing software that helps to build strong relationships with their customers. It analyzes the customer interactions and automates the activities identified with deals, advertising, and client support throughout the customer lifecycle. It causes the organizations to remain associated with their clients and improve productivity and furthermore helps in streamlining work forms. Some of the CRM software include Agile CRM, Recruit CRM, Sales mate CRM, NetSuite CRM. Values in this market are factory gate values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global CRM software market is segmented - 1) By Deployment: Cloud CRM, On-Premise CRM 2) By Size of Enterprise: Small&Mid sized enterprises, Large enterprises 3) By Application: Sales, Marketing, Manufacturing, Customer service, Social networking, Supply chain, Distribution, Other Applications

Customer success platforms are software platforms designed to provide a unified, 360-degree picture of the customer data, pulled and combined from outer applications like email, customer relationship management (CRM) administrations, live talk, and client care tickets. Customer success platforms are used by businesses to improve customer experiences and boost customer lifetime value, thereby ensuring customer satisfaction and better retention. The main components of customer success platforms are platforms and services. The deployment modes are cloud, and on-premises. Platforms are used to collaborate with the consumer in order to help them make better use of the product or service. Platform refers to the collection of instructions, data, or computer programs that are used to carry out activities. The organization sizes are SMEs, large enterprises. The various applications are sales and marketing optimization, reporting and analytics, customer segmentation, risk and compliance management, customer service, customer onboarding, and other applications. The end-users are BFSI, retail and ecommerce, transportation and logistics, healthcare, telecom and it, government and public sector, and other end-users The customer success platforms market research report is one of a series of new reports from The Business Research Company that provides customer success platforms market statistics, including customer success platforms industry global market size, regional shares, competitors with an customer success platforms market share, detailed customer success platforms market segments, market trends and opportunities, and any further data you may need to thrive in the customer success platforms industry. This customer success platforms market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry. The global customer success platforms market size is expected to grow from $1.70 billion in 2022 to $2.07 billion in 2023 at a compound annual growth rate (CAGR) of 21.55%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The customer success platforms market size is expected to reach $4.35 billion in 2027 at a CAGR of 20.49%. The rising adoption of cloud-based solutions is expected to propel the growth of the customer success platform market going forward. Cloud-hosted software and services can be accessed and used through a web browser, a dedicated desktop client that connects to a desktop or mobile operating system. Organizations today are adopting cloud-based solutions such as cloud customer success platforms for the benefits they offer, including improved customer services, offer faster implementation cycles. For instance, according to data by Flexera, a US-based computer software company, in 2022, 89% of organizations adopted a multi-cloud, 80% adopted a hybrid cloud, 9% adopted a single public cloud, and 2% a single private cloud. Therefore, the rising adoption of cloud-based solutions is driving the customer success platform market. Technological advancement is a key trend gaining popularity in the customer success platform market. Major companies operating in the market are introducing new technologies that work on AI-powered insights and recommended actions to sustain their position in the market. For instance, in March 2022, Gainsight, a US-based software development company launched the Gainsight Essentials platform with AI-powered insights and recommended actions to drive customer success. It helps to get direct customer-related data to accelerate time to value and reduce overall administration costs. In January 2022, Gainsight, a US-based customer success company, acquired inSided for an undisclosed amount. Through this acquisition, Gainsight will link a business's digital products, customer-facing staff, and client communities throughout the full customer experience. inSided is an Amsterdam-based customer success community platform. Major players in the customer success platforms market are Gainsight Inc., Salesforce Inc., Totango Ltd., Strikedeck Inc., ClientSuccess, ChurnZero, Cisco Systems Inc., Wootric Inc., Planhat AB, CustomerSuccessBox, ZoomInfo, Intercom, WalkMe, Akita, Custify, and SmartKarrot Inc. North America was the largest region in the customer success platforms market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in this report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa. The countries covered in the customer success platforms market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA. The customer success platforms market includes revenues earned by entities by consulting, system integration and implementation and support and maintenance. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global customer success platforms market is segmented - 1) By Component: Platforms, Services 2) By Deployment Mode: Cloud, On-Premises 3) By Organization Size: SMEs, Large Enterprises 4) By Application: Sales And Marketing Optimization, Reporting And Analytics, Customer Segmentation, Risk and Compliance Management, Customer Service, Customer Onboarding, Other Applications 5) By End-user: BFSI, Retail And e-Commerce, Transportation And Logistics, Healthcare, Telecom And IT, Government And Public Sector, Other End-Users

Customer engagement solutions refer to solutions that can improve and automate customer self-service options. It helps the live agent concentrate on other requests, such as calls or chat requests. This also helps to improve customer loyalty. Customer engagement solutions used to solve problems without requiring a support team. The main types of components in customer engagement solutions are solutions and services. A customer engagement solution can range from a live chat tool that allows communicating with customers through your service channel(s) to enterprise-level software that covers every single touchpoint a user has during their sales journey with your company. The different deployment types include on-premise, cloud, and involve various organization sizes such as small and medium enterprises, large enterprises. it is employed in BFSI, consumer goods and retail, telecommunication, healthcare and life sciences, automotive and transportation, media and entertainment, travel and hospitality, manufacturing, and other verticals. The customer engagement solutions market research report is one of a series of new reports from The Business Research Company that provides customer engagement solutions market statistics, including customer engagement solutions industry global market size, regional shares, competitors with a customer engagement solutions market share, detailed customer engagement solutions market segments, market trends and opportunities, and any further data you may need to thrive in the customer engagement solutions industry. This customer engagement solutions market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future state of the industry. The global customer engagement solution market size grew from $17.86 billion in 2022 to $20.43 billion in 2023 at a compound annual growth rate (CAGR) of 14.4%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The customer engagement solution market size is expected to grow to $31.94 billion in 2027 at a CAGR of 11.8%. The high penetration of the internet is expected to propel the growth of the customer engagement solutions market going forward. The Internet refers to a worldwide network that helps to transmit a variety of data and media across interconnected devices. The Internet is used in customer engagement solutions for answering customer questions digitally using tools such as email, social media, live chat, and messaging apps. For instance, in March 2021, according to Internet World Stats, a US-based internet statistics providing company, internet users rose from 4.5 billion in June 2019 to 5.1 billion in 2021 worldwide with a penetration rate of 65.6%. In addition, on an average global Internet, users are spending 6 hours and 43 minutes online every day. Therefore, the high penetration of the internet is driving the customer engagement solutions market. Technological innovations are the key trends gaining popularity in the customer engagement solutions market. Major companies operating in the customer engagement solutions sector are introducing new technological innovations to reinforce their position in the market. For instance, In October 2022, CSG International, a US-based business support systems software and services provider, launched CSG Xponent Ignite, a customer engagement solution built from industry-specific expertise that enables businesses to quickly deploy, engage and deliver quantifiable experiences aligned with their goals. It can hyper-personalize customer communications on their preferred engagement channels. It can also provide patients with the extraordinary experiences they get from their favorite consumer brands. In November 2021, Exotel, an India-based cloud telephony platform that powers communication for enterprises, such as startups and small and medium enterprises, acquired Cognos AI for an undisclosed amount. This acquisition helps Exotel to expand its business into new markets such as the Middle East and Southeast Asia. Congo AI is an India-based company that provides customer engagement solutions. Major players in the customer engagement solution market are Aspect Software Inc., Avaya Inc., Calabrio Inc., Genesys, IBM Corporation, Microsoft Corporation, NICE Systems Ltd., Nuance Communications Inc., OpenText Corporation, Oracle Corporation, Pegasystems Inc., Pitney Bowes Inc., Salesforce Inc., SAP SE, ServiceNow Inc., SugarCRM Inc., Verint Systems Inc., Zendesk Inc., Bpmonline, Crmnext, eGain Corporation, Eptica, Freshworks Inc., Ifs-Mplsystems, and Lithium Technologies LLC. North America was the largest region in the customer engagement solutions market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer engagement solutions market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer engagement solutions market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, the UK, and the USA. The customer engagement solutions market includes revenues earned by entities by providing services such as SMS and email solutions, interactive personalized video solutions, chatbot solutions, digital self-service solutions, print-to-digital solutions, and digital archiving solutions. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global customer engagement solution market is segmented - 1) By Component: Solution, Services 2) By Deployment Type: On-Premise, Cloud 3) By Organization Size: Small and Medium Enterprises, Large Enterprises 4) By Vertical: BFSI, Consumer Goods and Retail, Telecommunication, Healthcare and Life Sciences, Automotive and Transportation, Media and Entertainment, Travel and Hospitality, Manufacturing, Other Verticals

Customer data platforms refer to software that gathers and organizes first-party customer data from many sources to provide a single, coherent, and comprehensive view of each customer to generate more personalized marketing campaigns by integrating data from several platforms to produce a single, consolidated customer database with information on all contact points and engagements. The main types of customer data platforms are analytics, access, and campaigns. The analytics customer data platforms are used to analyze customer behavior and patterns. Analytics is the process of discovering, interpreting, and communicating significant patterns in data. The various components include solutions and services that are deployed on the cloud and on-premises. The several organizations for the customer data platform are large enterprises and small and medium-sized enterprises that have various end users, including BFSI, retail and ecommerce, healthcare, manufacturing, media and entertainment, IT and telecom, and others. The customer data platform market research report is one of a series of new reports from The Business Research Company that provides customer data platform market statistics, including customer data platform industry global market size, regional shares, competitors with a customer data platform market share, detailed customer data platform market segments, market trends and opportunities, and any further data you may need to thrive in the customer data platform industry. This customer data platform market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry. The global customer data platforms market size grew from $3.51 billion in 2022 to $4.63 billion in 2023 at a compound annual growth rate (CAGR) of 31.9%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The customer data platforms market size is expected to grow to $13.84 billion in 2027 at a CAGR of 31.5%. Growth in the retail and e-commerce industry is expected to propel the growth of the customer data platform market going forward. Ecommerce is the buying and selling of goods and services over the internet whereas the retail industry consists of all companies that sell goods and services to consumers. A customer data platform (CDP) is helpful for retail and e-commerce marketing as it makes data available to marketers and helps in personalized and targeted marketing campaigns. For instance, according to India Brand Equity Foundation, an Indian government export promotion agency, India’s e-commerce market is expected to reach USD 111 billion by 2024 and USD 200 billion by 2026. The retail industry achieved 96% of pre-COVID-19 sales in September 2021, driven by the rising demand from consumers. Therefore, the growth in the retail and e-commerce industry will drive the growth of the customer data platforms market. The AI-driven customer data platform is a key trend gaining popularity in the customer data platform market. Strong data architectures and robust AI and customer analytics solutions enable better kinds of experiences and deliver brand loyalty and growth. The major players in the market are focusing on AI-driven customer data platforms for market growth. For instance, in July 2021, Adobe Inc., a US-based computer software company providing customer data platform services introduced a new service for adobe commerce called Live Search. Adobe's official search solution aims to take search to the next level by using AI (Adobe Sensei) and other cutting-edge technology, which will help use data and insights to drive real-time relevance and personalized experiences for the users. In February 2020, Salesforce, a US-based cloud-based software company acquired Evergage for an undisclosed amount. With this acquisition, Salesforce aims to deliver data-driven experiences and personalization to its users. Evergage is a US-based provider of real-time personalization and customer data platforms. Major players in the customer data platforms market are Oracle Corporation, SAP SE, Adobe Inc., Salesforce Inc., Microsoft Corporation, SAS Institute, Teradata, Nice Systems Ltd., Dun & Bradstreet, Leadspace, BlueVenn, Tealium, BlueConic, Terminus, Tealium Inc., Agilone LLC, mParticle Inc., Segment.Io Inc., CaliberMind, Celebrus, Ascent360 Inc., Lytics Inc., ActionIQ Inc., Optimove, Exponea Ltd., and Ensighten Inc., North America was the largest region in the customer data platform market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer data platforms market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer data platforms market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA. The customer data platform market includes revenues earned by entities by gathering and integrating first-party customer information from various sources to create a single, coherent, and comprehensive picture of each customer. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The global customer data platforms market is segmented - 1) By Type: Analytics, Access, Campaign 2) By Component: Solutions, Services 3) By Deployment Mode: Cloud, On-Premises 4) By Organization Size: Large Enterprises, Small And medium-Sized Enterprises (SMEs) 5) By End-User: Banking, Financial Services And Insurance (BFSI), Retail And E-commerce, IT And Telecom, Healthcare, Manufacturing, Media And Entertainment, Other End-Users