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Customer Engagement Solution Global Market Report 2022 – By Component (Solution, Services), By Deployment Type (On-Premise, Cloud), By Organization Size (Small and Medium Enterprises, Large Enterprises), By Vertical (BFSI, Consumer Goods and Retail, Telecommunication, Healthcare and Life Sciences, Automotive and Transportation, Media and Entertainment, Travel and Hospitality, Manufacturing, Other Verticals) – Market Size, Trends, And Global Forecast 2022-2026

Starting Price : $4000.00 | Pages : 175 | Published : July 2022 | SKU CODE : | Delivery Time: 2-3 business days | Format :


The customer engagement solutions market consists of sales of customer engagement solutions by entities (organizations, sole traders, and partnerships) that are used to solve problems without requiring a support team. 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.

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 you to communicate with customers via your service channel(s) to enterprise-level software that covers every single touchpoint a user has with your company during their sales journey. The different deployment types include on-premise, cloud, and involve various organization sizes such as small and medium enterprises (SMEs) and 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 solutions market size is expected to grow from $15.32 billion in 2021 to $17.83 billion in 2022 at a compound annual growth rate (CAGR) of 16.4%. The global customer engagement solutions market size is expected to grow to $28.32 billion in 2026 at a CAGR of 12.3%.

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%. Furthermore, the average global Internet user spends 6 hours and 43 minutes online each 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 May 2019, Verint Systems Inc., a US-based manufacturer of software and hardware products for customer engagement management and business intelligence, launched its customer engagement software called Verint Unified VoC. This software provides a complete view of direct, indirect, and inferred VoC from across key customer engagement channels. This is a customer engagement channel that has powerful, automated analytics that provide customer engagement solutions to deliver actionable insights.

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 2021. Asia-Pacific is expected to be the fastest-growing region in the global customer engagement solutions market during the forecast period. The regions covered in the global 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 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, Others

    Table Of Contents

    1. Executive Summary

    2. Customer Engagement Solutions Market Characteristics

    3. Customer Engagement Solutions Market Trends And Strategies

    4. Impact Of COVID-19 On Customer Engagement Solutions

    5. Customer Engagement Solutions Market Size And Growth

    5.1. Global Customer Engagement Solutions Historic Market, 2016-2021, $ Billion

    5.1.1. Drivers Of The Market

    5.1.2. Restraints On The Market

    5.2. Global Customer Engagement Solutions Forecast Market, 2021-2026F, 2031F, $ Billion

    5.2.1. Drivers Of The Market

    5.2.2. Restraints On the Market

    6. Customer Engagement Solutions Market Segmentation

    6.1. Global Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    Solution

    Services

    6.2. Global Customer Engagement Solutions Market, Segmentation By Deployment Type, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    On-Premise

    Cloud

    6.3. Global Customer Engagement Solutions Market, Segmentation By Organization Size, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    Small and Medium Enterprises

    Large Enterprises

    6.4. Global Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    BFSI

    Consumer Goods and Retail

    Telecommunication

    Healthcare and Life Sciences

    Automotive and Transportation

    Media and Entertainment

    Travel and Hospitality

    Manufacturing

    Other Verticals

    7. Customer Engagement Solutions Market Regional And Country Analysis

    7.1. Global Customer Engagement Solutions Market, Split By Region, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    7.2. Global Customer Engagement Solutions Market, Split By Country, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    8. Asia-Pacific Customer Engagement Solutions Market

    8.1. Asia-Pacific Customer Engagement Solutions Market Overview

    Region Information, Impact Of COVID-19, Market Information, Background Information, Government Initiatives, Regulations, Regulatory Bodies, Major Associations, Taxes Levied, Corporate Tax Structure, Investments, Major Companies

    8.2. Asia-Pacific Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    8.3. Asia-Pacific Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    9. China Customer Engagement Solutions Market

    9.1. China Customer Engagement Solutions Market Overview

    9.2. China Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F,$ Billion

    9.3. China Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F,$ Billion

    10. India Customer Engagement Solutions Market

    10.1. India Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    10.2. India Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    11. Japan Customer Engagement Solutions Market

    11.1. Japan Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    11.2. Japan Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    12. Australia Customer Engagement Solutions Market

    12.1. Australia Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    12.2. Australia Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    13. Indonesia Customer Engagement Solutions Market

    13.1. Indonesia Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    13.2. Indonesia Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    14. South Korea Customer Engagement Solutions Market

    14.1. South Korea Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    14.2. South Korea Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    15. Western Europe Customer Engagement Solutions Market

    15.1. Western Europe Customer Engagement Solutions Market Overview

    15.2. Western Europe Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    15.3. Western Europe Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    16. UK Customer Engagement Solutions Market

    16.1. UK Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    16.2. UK Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    17. Germany Customer Engagement Solutions Market

    17.1. Germany Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    17.2. Germany Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    18. France Customer Engagement Solutions Market

    18.4. France Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    18.5. France Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    19. Eastern Europe Customer Engagement Solutions Market

    19.1. Eastern Europe Customer Engagement Solutions Market Overview

    19.2. Eastern Europe Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    19.3. Eastern Europe Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    20. Russia Customer Engagement Solutions Market

    20.1. Russia Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    20.2. Russia Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    21. North America Customer Engagement Solutions Market

    21.1. North America Customer Engagement Solutions Market Overview

    21.2. North America Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    21.3. North America Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    22. USA Customer Engagement Solutions Market

    22.1. USA Customer Engagement Solutions Market Overview

    22.2. USA Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    22.3. USA Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    23. South America Customer Engagement Solutions Market

    23.1. South America Customer Engagement Solutions Market Overview

    23.2. South America Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    23.3. South America Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    24. Brazil Customer Engagement Solutions Market

    24.1. Brazil Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    24.2. Brazil Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    25. Middle East Customer Engagement Solutions Market

    25.1. Middle East Customer Engagement Solutions Market Overview

    25.2. Middle East Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    25.3. Middle East Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    26. Africa Customer Engagement Solutions Market

    26.1. Africa Customer Engagement Solutions Market Overview

    26.2. Africa Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    26.3. Africa Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion

    27. Customer Engagement Solutions Market Competitive Landscape And Company Profiles

    27.1. Customer Engagement Solutions Market Competitive Landscape

    27.2. Customer Engagement Solutions Market Company Profiles

    27.2.1. Aspect Software Inc.

    27.2.1.1. Overview

    27.2.1.2. Products and Services

    27.2.1.3. Strategy

    27.2.1.4. Financial Performance

    27.2.2. Avaya Inc.

    27.2.2.1. Overview

    27.2.2.2. Products and Services

    27.2.2.3. Strategy

    27.2.2.4. Financial Performance

    27.2.3. Calabrio Inc.

    27.2.3.1. Overview

    27.2.3.2. Products and Services

    27.2.3.3. Strategy

    27.2.3.4. Financial Performance

    27.2.4. Genesys

    27.2.4.1. Overview

    27.2.4.2. Products and Services

    27.2.4.3. Strategy

    27.2.4.4. Financial Performance

    27.2.5. IBM Corporation

    27.2.5.1. Overview

    27.2.5.2. Products and Services

    27.2.5.3. Strategy

    27.2.5.4. Financial Performance

    28. Key Mergers And Acquisitions In The Customer Engagement Solutions Market

    29. Customer Engagement Solutions Market Future Outlook and Potential Analysis

    30. Appendix

    30.1. Abbreviations

    30.2. Currencies

    30.3. Research Inquiries

    30.4. The Business Research Company

    30.5. Copyright And Disclaimer

List Of Tables

    Table 1: Global Historic Market Growth, 2016-2021, $ Billion
  • Table 2: Global Forecast Market Growth, 2021-2026F, 2031F, $ Billion
  • Table 3: Global Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 4: Global Customer Engagement Solutions Market, Segmentation By Deployment Type, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 5: Global Customer Engagement Solutions Market, Segmentation By Organization Size, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 6: Global Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 7: Global Customer Engagement Solutions Market, Split By Region, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 8: Global Customer Engagement Solutions Market, Split By Country, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 9: Asia-Pacific, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 10: Asia-Pacific, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 11: China, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 12: China, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 13: India, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 14: India, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 15: Japan, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 16: Japan, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 17: Australia, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 18: Australia, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 19: Indonesia, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 20: Indonesia, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 21: South Korea, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 22: South Korea, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 23: Western Europe, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 24: Western Europe, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 25: UK, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 26: UK, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 27: Germany, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 28: Germany, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 29: France, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 30: France, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 31: Eastern Europe, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 32: Eastern Europe, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 33: Russia, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 34: Russia, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 35: North America, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 36: North America, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 37: USA, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 38: USA, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 39: South America, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 40: South America, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 41: Brazil, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 42: Brazil, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 43: Middle East, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 44: Middle East, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 45: Africa, Customer Engagement Solutions Market, Segmentation By Component, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 46: Africa, Customer Engagement Solutions Market, Segmentation By Vertical, Historic and Forecast, 2016-2021, 2021-2026F, 2031F, $ Billion
  • Table 47: Aspect Software Inc. Financial Performance
  • Table 48: Avaya Inc. Financial Performance
  • Table 49: Calabrio Inc. Financial Performance
  • Table 50: Genesys Financial Performance
  • Table 51: IBM Corporation Financial Performance

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