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市场调查报告书

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1336734

全球客户互动解决方案市场 - 2023-2030

Global Customer Engagement Solutions Market - 2023-2030

出版日期: 2023年08月22日 | 出版商:

DataM Intelligence | 英文 181 Pages | 商品交期: 最快1-2个工作天内

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简介目录

市场概况

全球客户互动解决方案市场在 2022 年达到 191 亿美元，预计到 2030 年将达到 332 亿美元，2023-2030 年预测期间年复合成长率为 10.7%。成功的客户参与系统与社交媒体、网站、移动应用程序和线下商店等渠道无缝集成，并确保在所有平台上提供一致的体验。解决方案数据驱动的决策过程提高了效率并增强了客户体验。

预计在预测期内，亚太地区将以全球客户互动解决方案市场最高年复合成长率增长。移动设备是亚太地区许多消费者访问互联网的主要方式。随着消费者变得更加精通技术，他们对与品牌进行个性化互动的期望也随之增加。它还提供解决方案，使企业能够通过反馈调查和每个人的情绪分析来捕捉客户的声音。

例如，2021 年 1 月 6 日，客户互动公司 Verint 确认其作为亚太地区联络中心劳动力管理 (WFM)、质量监控 (QM) 和分析领域领先供应商的地位。该公司是印度和中国等国家 WFM、QM 和分析领域的领先公司。

市场动态

医疗保健行业需求不断增长

医疗保健领域的客户参与解决方案旨在增强患者的整体体验，改善沟通并提供医生和患者之间的个性化互动。这些解决方案提供人工智能、移动应用程序和患者门户等技术，以简化流程并使患者更容易获得和方便地获得医疗服务。

例如，人工智能驱动的客户体验自动化平台 Ushur 于 2023 年 4 月 25 日推出了 UshurX，这是一系列预先打包的解决方案，旨在解决医疗保健领域常见的客户参与困难。 UshurX 可以自动化医疗补助重新确定等流程，帮助医疗保健组织有效地处理这些关键任务。

金融服务行业不断发展的技术

在金融服务行业，客户参与解决方案主要与客户建立牢固的关係并提高客户满意度。该解决方案利用技术和数据分析，通过各种数字渠道和实体分支机构为客户提供个性化和无缝的体验。

例如，2023 年 7 月 27 日，Aditya Birla Group 旗下金融解决方案公司 Aditya Birla Capital 与技术和业务流程服务公司 Hexaware 合作，推出印度非银行金融领域的虚拟元宇宙休息室 OneVerse。行业。 OneVerse 为客户提供与保护、投资、融资和咨询解决方案相关的沉浸式互动体验。

数据洩露和安全问题

客户参与解决方案通常涉及收集和存储客户数据。确保这些数据的安全和隐私至关重要，任何数据洩露或处理不当都可能给组织及其客户带来严重后果。数据洩露会产生负面影响并损害组织的声誉。此类事件可能会阻止潜在客户参与该业务。

重大数据洩露会导致运营中断，因为组织可能需要暂时暂停服务以解决洩露问题并实施安全措施，这会导致收入损失并降低客户满意度，从而导致现有客户寻求替代方案。因此，市场增长出现下滑。

COVID-19 影响分析

提供个性化体验的客户参与解决方案在大流行期间变得意义重大。随着企业寻求解决个人问题并建立更牢固的关係，了解客户的需求和偏好变得至关重要。受此影响，要素市场在疫情期间出现增长。

大流行导致活动取消，因此企业适应举办虚拟活动和网络研讨会。虚拟活动平台成为举办会议、产品发布会和培训课程的宝贵客户参与解决方案。此次疫情还加速了非接触式支持解决方案的采用，例如用于轻鬆支付的二维码服务。

人工智能的影响

NLP 使人工智能係统能够理解并响应人类语言。借助 NLP，客户互动解决方案可以以更人性化的方式解释和响应客户的询问，从而改善沟通和理解。在NLP中可以对客户进行情感分析，让企业了解客户的情感。

Avimee Herbal 依靠 SemRush 提取相关关键词，以便在 Instagram 和 YouTube 等平台上进行有效的品牌营销。通过使用机器学习和人工智能来监控和分析多个指标，两家企业都可以优化其营销方法，并且人工智能工具可以增强客户参与度。

例如，2023 年 4 月 6 日，新加坡语音人工智能公司 WIZ.AI 推出了 TalkGPT 客户参与解决方案，该解决方案将 ChatGPT 的广泛语言模型与 WIZ.AI 的本地化专业知识相结合。 ChatGPT 能够生成听起来像人类的对话响应并记住过去的对话，这使其有别于传统的聊天机器人。通过将语音人工智能融入客户体验，企业可以降低运营成本并提高客户忠诚度。

俄罗斯-乌克兰战争影响

在衝突时期，网络安全威胁会增加，因为黑客和网络犯罪分子会利用漏洞来获取金钱。客户参与解决方案可能会更容易受到数据洩露和其他安全风险的影响。针对客户参与系统发起的 DoS 攻击，在网络中产生大量流量。

在受衝突影响的地区，可能对远程和数字解决方案有更高的需求，以维持业务运营和客户互动。支持虚拟通信和自助服务选项的客户参与平台可能变得更加重要。因此，战争期间要素市场出现了下滑。

Market Overview

Global Customer Engagement Solutions Market reached US$ 19.1 billion in 2022 and is expected to reach US$ 33.2 billion by 2030, growing with a CAGR of 10.7% during the forecast period 2023-2030. A successful customer engagement system seamlessly integrates with the channels like social media, websites, mobile apps and offline stores and ensures a consistent experience across all platforms. Data-driven decision-making process of the solutions improves efficiency and enhances customer experience.

Asia-Pacific is expected to grow at the highest CAGR in the global customer engagement solutions market during the forecast period. Mobile devices are the primary means of accessing the internet for many consumers in Asia-Pacific. As consumers become more tech-savvy and their expectations for personalized interactions with brands have increased. It also offers solutions that enable businesses which captures the voices of customers with feedback surveys and sentiment analysis of each individual.

For instance, on 6 January 2021, Verint, The Customer Engagement Company, has confirmed its position as the leading vendor in Contact Centre Workforce Management (WFM), Quality Monitoring (QM) and Analytics in Asia-Pacific. The company is a leading firm in WFM, QM and Analytics segments in various countries such as India and China.

Market Dynamics

Rising Demand in Healthcare Industry

Customer engagement solutions in healthcare aim to enhance the overall patient experience, improve communication and provide personalized interactions between doctors and patients. The solutions provide technology, such as artificial intelligence, mobile apps and patient portals, to streamline processes and make healthcare services more accessible and convenient for patients.

For example, Ushur, an AI-powered customer experience automation platform, introduced UshurX on April 25, 2023, a range of pre-packaged solutions aimed at resolving common customer engagement difficulties in healthcare. UshurX can automate processes such as Medicaid Redetermination, helping healthcare organizations efficiently handle these critical tasks.

Growing Technologies in Financial Services Industry

In the financial services industry, customer engagement solutions majorly build strong relationships with clients and improve customer satisfaction. The solutions leverage technology and data analytics to deliver personalized and seamless experiences to customers across various digital channels and physical branches.

For instance, on 27 July 2023, Aditya Birla Capital, a financial solutions firm of the Aditya Birla Group, has collaborated with Hexaware, a technology and business process services company, to introduce OneVerse, a virtual metaverse lounge in the Indian non-banking financial industry. OneVerse provides customers an immersive and interactive experience related to protecting, investing, financing and advising solutions.

Data Breach and Security Concerns

Customer engagement solutions often involve collecting and storing customer data. Ensuring the security and privacy of this data is crucial and any data breaches or mishandling can result in serious consequences for both the organization and its customers. Data breaches generate negative impacts and damage the organization's reputation. Such incidents may deter potential customers from engaging with the business.

A significant data breach cause operational disruptions, as the organization may need to suspend services temporarily to address the breach and implement security measure, this result in revenue loss and decreased customer satisfaction, leading to existing customers seeking alternatives. Due to this, there is a downfall in the growth of the market.

COVID-19 Impact Analysis

Customer engagement solutions that offered personalized experiences gained significance during the pandemic. Understanding customer needs and preferences became critical as businesses sought to address individual concerns and build stronger relationships. Due to this, the factor market witnessed growth during pandemic.

The pandemic led to the cancellation of events, so businesses adapt to host virtual events and webinars. Virtual event platforms became valuable customer engagement solutions for conducting conferences, product launches and training sessions. The pandemic also accelerated the adoption of contactless support solutions such as QR code services for easy payments.

AI Impact

NLP enables AI systems to comprehend and respond to human language. With NLP, customer engagement solutions can interpret and respond to customer inquiries in a more human-like manner that improves communication and understanding. In NLP sentiment analysis can be done on customers, so that companies understand the sentiments of customers.

Avimee Herbal relies on SemRush to extract relevant keywords for effective brand marketing on platforms like Instagram and YouTube. By using machine learning and AI to monitor and analyze the multiple metrics, both businesses can optimize their marketing approaches and AI tools enhance customer engagement.

For instance, on 6 April 2023, Singapore-based voice AI company WIZ.AI has introduced the TalkGPT customer engagement solution, which combines the extensive language model of ChatGPT with WIZ.AI's localized expertise. ChatGPT's ability to generate conversational responses that sound human-like and remember past conversations sets it apart from traditional chatbots. By incorporating voice AI into customer experience, businesses can reduce operational costs and increase customer loyalty.

Russia-Ukraine War Impact

Cybersecurity threats increase during times of conflict, as hackers and cybercriminals exploit vulnerabilities for gaining money. Customer engagement solutions may become more susceptible to data breaches and other security risks. DoS attack launched against customer engagement systems that create massive amount of traffic in network.

In conflict-affected areas, there may be a higher demand for remote and digital solutions to maintain business operations and customer interactions. Customer engagement platforms that enable virtual communication and self-service options may become more critical. Due to this, the factor market witnessed a downfall during war.

Segment Analysis

The global customer engagement solutions market is segmented based on component, deployment mode organization size, end-user and region.

Rise in Demand for E-commerce and Retail Industry

Retail and e-commerce segment is expected to hold around 1/4th of the global market share in 2022. The E-commerce and retail industry use customer engagement solutions to collect and analyze customer data, such as their browsing history, purchase behavior and preferences. The data collected from customers is then used to create personalized shopping experiences, product recommendations and targeted marketing campaigns that increase the chances of purchases.

For instance, on 27 February 2023, Mastek and Netail announce their partnership to address the needs of e-Commerce and Omnichannel retailers in optimizing their retail value chain and enhancing their customer engagement. Mastek, a trusted digital engineering and cloud transformation partner, brings deep expertise in digital commerce and data analytics. The collaboration aims to provide retailers solution that leverages AI-powered insights to attract and retain digital consumers.

Geographical Penetration

North America Witnessed Growth in the E-Commerce Industry

North America is expecetd to hold more than 1/3rd of the global customer engagement solutions market during the forecast period. The region witnessed growth in the e-commerce industry and has a significant presence of online service providers. As consumers increasingly shift towards online shopping and digital services, businesses are investing more in customer engagement systems to enhance the overall customer experience.

Companies in the region are adopting various strategies which boost the market growth. For instance, on 5 April 2023, Dallas-based Brierley Partners has been acquired by Capillary Technologies, an India-based global customer loyalty and engagement SaaS platform. The company earned recognition for its innovative solutions that drive customer engagement and retention. Capillary's SaaS platform is equipped with AI capabilities and serves over 1 billion customers across various industries.

Competitive Landscape

The major global players include IBM Corporation, Aspect Software Inc., Calabrio Inc., Verint Systems Inc., Nice Systems, Nuance Communications Inc., OpenText Corporation, Salesforce.com Inc., Pegasystems Inc. and Oracle Corporation.

Why Purchase the Report?

To visualize the global customer engagement solutions market segmentation based on component, deployment mode organization size, end-user and region, as well as understand key commercial assets and players.
Identify commercial opportunities by analyzing trends and co-development.
Excel data sheet with numerous data points of customer engagement solutions market-level with all segments.
PDF report consists of a comprehensive analysis after exhaustive qualitative interviews and an in-depth study.
Product mapping available as Excel consisting of key products of all the major players.

The global customer engagement solutions market report would provide approximately 69 tables, 68 figures and 181 Pages.

Target Audience 2023

Manufacturers/ Buyers
Industry Investors/Investment Bankers
Research Professionals
Emerging Companies

1. Methodology and Scope

1.1. Research Methodology
1.2. Research Objective and Scope of the Report

2. Definition and Overview

3. Executive Summary

3.1. Snippet by Component
3.2. Snippet by Deployment Mode
3.3. Snippet by Organization Size
3.4. Snippet by End-User
3.5. Snippet by Region

4. Dynamics

4.1. Impacting Factors
- 4.1.1. Drivers
  - 4.1.1.1. Rise in Technology Advancement
  - 4.1.1.2. The Rising Virtual Front Desk Solutions
- 4.1.2. Restraints
  - 4.1.2.1. Time Consuming and Cost Effective
  - 4.1.2.2. Data Breach and Security Concerns
- 4.1.3. Opportunity
- 4.1.4. Impact Analysis

5. Industry Analysis

5.1. Porter's Five Force Analysis
5.2. Supply Chain Analysis
5.3. Pricing Analysis
5.4. Regulatory Analysis

6. COVID-19 Analysis

6.1. Analysis of COVID-19
- 6.1.1. Scenario Before COVID
- 6.1.2. Scenario During COVID
- 6.1.3. Scenario Post COVID
6.2. Pricing Dynamics Amid COVID-19
6.3. Demand-Supply Spectrum
6.4. Government Initiatives Related to the Market During Pandemic
6.5. Manufacturers Strategic Initiatives
6.6. Conclusion

7. By Component

7.1. Introduction
- 7.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
- 7.1.2. Market Attractiveness Index, By Component
7.2. Software *
- 7.2.1. Introduction
- 7.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
7.3. Services

8. By Deployment Mode

8.1. Introduction
- 8.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
- 8.1.2. Market Attractiveness Index, By Deployment Mode
8.2. On-Premise *
- 8.2.1. Introduction
- 8.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
8.3. Cloud

9. By Organization Size

9.1. Introduction
- 9.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Organization Size
- 9.1.2. Market Attractiveness Index, By Organization Size
9.2. Small & Medium Enterprises *
- 9.2.1. Introduction
- 9.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
9.3. Large Enterprises

10. By End-User

10.1. Introduction
- 10.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
- 10.1.2. Market Attractiveness Index, By End-User
10.2. Retail & E-Commerce*
- 10.2.1. Introduction
- 10.2.2. Market Size Analysis and Y-o-Y Growth Analysis (%)
10.3. BFSI
10.4. Healthcare
10.5. Education
10.6. IT & IT Services
10.7. Government
10.8. Others

11. By Region

11.1. Introduction
- 11.1.1. Market Size Analysis and Y-o-Y Growth Analysis (%), By Region
- 11.1.2. Market Attractiveness Index, By Region
11.2. North America
- 11.2.1. Introduction
- 11.2.2. Key Region-Specific Dynamics
- 11.2.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
- 11.2.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
- 11.2.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Organization Size
- 11.2.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
- 11.2.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
  - 11.2.7.1. U.S.
  - 11.2.7.2. Canada
  - 11.2.7.3. Mexico
11.3. Europe
- 11.3.1. Introduction
- 11.3.2. Key Region-Specific Dynamics
- 11.3.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
- 11.3.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
- 11.3.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Organization Size
- 11.3.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
- 11.3.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
  - 11.3.7.1. Germany
  - 11.3.7.2. UK
  - 11.3.7.3. France
  - 11.3.7.4. Italy
  - 11.3.7.5. Russia
  - 11.3.7.6. Rest of Europe
11.4. South America
- 11.4.1. Introduction
- 11.4.2. Key Region-Specific Dynamics
- 11.4.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
- 11.4.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
- 11.4.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Organization Size
- 11.4.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
- 11.4.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
  - 11.4.7.1. Brazil
  - 11.4.7.2. Argentina
  - 11.4.7.3. Rest of South America
11.5. Asia-Pacific
- 11.5.1. Introduction
- 11.5.2. Key Region-Specific Dynamics
- 11.5.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
- 11.5.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
- 11.5.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Organization Size
- 11.5.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User
- 11.5.7. Market Size Analysis and Y-o-Y Growth Analysis (%), By Country
  - 11.5.7.1. China
  - 11.5.7.2. India
  - 11.5.7.3. Japan
  - 11.5.7.4. Australia
  - 11.5.7.5. Rest of Asia-Pacific
11.6. Middle East and Africa
- 11.6.1. Introduction
- 11.6.2. Key Region-Specific Dynamics
- 11.6.3. Market Size Analysis and Y-o-Y Growth Analysis (%), By Component
- 11.6.4. Market Size Analysis and Y-o-Y Growth Analysis (%), By Deployment Mode
- 11.6.5. Market Size Analysis and Y-o-Y Growth Analysis (%), By Organization Size
- 11.6.6. Market Size Analysis and Y-o-Y Growth Analysis (%), By End-User

12. Competitive Landscape

12.1. Competitive Scenario
12.2. Market Positioning/Share Analysis
12.3. Mergers and Acquisitions Analysis

13. Company Profiles

13.1. Olympus Corporation *
- 13.1.1. Company Overview
- 13.1.2. Product Portfolio and Description
- 13.1.3. Financial Overview
- 13.1.4. Key Developments
13.2. GE Measurement and Control Solutions
13.3. Team Inc
13.4. Applus Services
13.5. Mistras Group Inc
13.6. SGS Group
13.7. Fujifilm Corporation
13.8. Bureau Veritas SA
13.9. Nikon Metrology NV
13.10. Intertek Group PLC

LIST NOT EXHAUSTIVE