客户参与的全球市场:市场占有率(2023年)

本报告提供了截至 2023 年特定营运商 (CSP) 特定营运商客户互动软体系统和相关服务支出的市场占有率数据。我们也详细介绍了按交付模式、供应商和地区划分的支出差异。它还包括市场上主要供应商的概况。

目录

• 客户互动系统和服务市场的详细市场占有率数据
  • 三个子部分：销售/订单管理、顾客价值管理、顾客体验管理
  • 两种交付类型：产品服务与专业服务
  • 八个地区：中欧和东欧、亚太已开发地区、亚太新兴地区、拉丁美洲、中东和北非、北美、撒哈拉以南非洲、西欧。
  • 影响顾客互动市场的商业环境与区域动态分析
  • 详细的市场定义
  • 给供应商的建议
  • 15 家进入市场的供应商的详细资料

刊载企业

"CSPs increased their spending on customer engagement solutions and services because they renewed their focus on improving the customer experience and invested in AI-enhanced tools to improve customer retention and lifetime value."

This report provides market share data for communications service provider (CSP) spending on telecoms-specific customer engagement software systems and related services for 2023. It provides details of how the spending varied by delivery model, vendor and region. The report also includes profiles of the leading vendors in the market.

Questions answered in the customer engagement market share report:

• What was the overall size of the market (customer engagement software systems for the telecoms industry) and what drove this spending among CSPs?
• Who are the major vendors and what is their share of revenue in the customer engagement market?
• What are the different drivers and growth rates of CSP spending on products and professional services?

Who should read this report:

• Vendor strategy teams that need to understand how spending is shifting as CSPs seek to reduce spending on legacy systems and invest in adopting modern architecture frameworks.
• Product management teams that are responsible for feature functionality and geographical focus, and product marketing teams that are responsible for growth.
• CSPs that are planning to revamp their customer engagement systems and advance their digital transformation journeys.
• Professional services vendors that want to understand the growth opportunities over the next 5 years.

This report and the associated data annex provide:

• detailed market share data for the customer engagement systems and services market, split by:
  • three sub-segments: sales and order management, customer value management and customer experience management
  • two delivery types: product and professional services
  • eight geographical regions: Central and Eastern Europe (CEE), developed Asia-Pacific (DVAP), emerging Asia-Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE)
  • analysis of the business environment and regional dynamics that will influence the customer engagement market
  • a detailed market definition
  • recommendations for vendors
  • detailed profiles of 15 vendors in this market.

Company coverage: