客戶參與的全球市場:市場佔有率(2023年)

本報告提供了截至 2023 年特定營運商 (CSP) 特定營運商客戶互動軟體系統和相關服務支出的市場佔有率數據。我們也詳細介紹了按交付模式、供應商和地區劃分的支出差異。它還包括市場上主要供應商的概況。

目錄

• 客戶互動系統和服務市場的詳細市場佔有率數據
  • 三個子部分：銷售/訂單管理、顧客價值管理、顧客體驗管理
  • 兩種交付類型：產品服務與專業服務
  • 八個地區：中歐和東歐、亞太已開發地區、亞太新興地區、拉丁美洲、中東和北非、北美、撒哈拉以南非洲、西歐。
  • 影響顧客互動市場的商業環境與區域動態分析
  • 詳細的市場定義
  • 給供應商的建議
  • 15 家進入市場的供應商的詳細資料

刊載企業

"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: