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市場調查報告書

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1336734

全球客戶互動解決方案市場 - 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個工作天內

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簡介目錄

市場概況

全球客戶互動解決方案市場在 2022 年達到 191 億美元，預計到 2030 年將達到 332 億美元，2023-2030 年預測期間年複合成長率為 10.7%。成功的客戶參與系統與社交媒體、網站、行動應用程式和實體門市等管道無縫整合，並確保在所有平台上提供一致的體驗。解決方案數據驅動的決策過程提高了效率並增強了客戶體驗。

預計在預測期內，亞太地區將以全球客戶互動解決方案市場最高年複合成長率成長。移動設備是亞太地區許多消費者訪問網際網路的主要方式。隨著消費者變得更加精通技術，他們對與品牌進行個性化互動的期望也隨之增加。它還提供解決方案，使企業能夠通過反饋調查和每個人的情緒分析來捕捉客戶的聲音。

例如，2021 年 1 月 6 日，客戶互動公司 Verint 確認其作為亞太地區聯絡中心勞動力管理 (WFM)、品質監控 (QM) 和分析領域領先供應商的地位。該公司是印度和中國等國家 WFM、QM 和分析領域的領先公司。

市場動態

醫療保健行業需求不斷成長

醫療保健領域的客戶參與解決方案旨在增強患者的整體體驗，改善溝通並提供醫生和患者之間的個性化互動。這些解決方案提供人工智慧、行動應用程式和患者門戶等技術，以簡化流程並使患者更容易獲得和方便地獲得醫療服務。

例如，人工智慧驅動的客戶體驗自動化平台 Ushur 於 2023 年 4 月 25 日推出了 UshurX，這是一系列預先打包的解決方案，旨在解決醫療保健領域常見的客戶參與困難。 UshurX 可以自動化醫療補助重新確定等流程，幫助醫療保健組織有效地處理這些關鍵任務。

金融服務行業不斷發展的技術

在金融服務行業，客戶參與解決方案主要與客戶建立牢固的關係並提高客戶滿意度。該解決方案利用技術和數據分析，通過各種數位管道和實體分支機構為客戶提供個性化和無縫的體驗。

例如，2023 年 7 月 27 日，Aditya Birla Group 旗下金融解決方案公司 Aditya Birla Capital 與技術和業務流程服務公司 Hexaware 合作，推出印度非銀行金融領域的虛擬元宇宙休息室 OneVerse。行業。 OneVerse 為客戶提供與保護、投資、融資和諮詢解決方案相關的沉浸式互動體驗。

數據洩露和安全問題

客戶參與解決方案通常涉及收集和存儲客戶數據。確保這些數據的安全和隱私至關重要，任何數據洩露或處理不當都可能給組織及其客戶帶來嚴重後果。數據洩露會產生負面影響並損害組織的聲譽。此類事件可能會阻止潛在客戶參與該業務。

重巨量資料洩露會導致營運中斷，因為組織可能需要暫時暫停服務以解決洩露問題並實施安全措施，這會導致收入損失並降低客戶滿意度，從而導致現有客戶尋求替代方案。因此，市場成長出現下滑。

COVID-19 影響分析

提供個性化體驗的客戶參與解決方案在大流行期間變得意義重大。隨著企業尋求解決個人問題並建立更牢固的關係，了解客戶的需求和偏好變得至關重要。受此影響，要素市場在疫情期間出現成長。

大流行導致活動取消，因此企業適應舉辦虛擬活動和網路研討會。虛擬活動平台成為舉辦會議、產品發布會和培訓課程的寶貴客戶參與解決方案。此次疫情還加速了非接觸式支持解決方案的採用，例如用於輕鬆支付的二維碼服務。

人工智慧的影響

NLP 使人工智慧系統能夠理解並響應人類語言。借助 NLP，客戶互動解決方案可以以更人性化的方式解釋和響應客戶的詢問，從而改善溝通和理解。在NLP中可以對客戶進行情感分析，讓企業了解客戶的情感。

Avimee Herbal 依靠 SemRush 提取相關關鍵詞，以便在 Instagram 和 YouTube 等平台上進行有效的品牌行銷。通過使用機器學習和人工智慧來監控和分析多個指標，兩家企業都可以最佳化其行銷方法，並且人工智慧工具可以增強客戶參與度。

例如，2023 年 4 月 6 日，新加坡語音人工智慧公司 WIZ.AI 推出了 TalkGPT 客戶參與解決方案，該解決方案將 ChatGPT 的廣泛語言模型與 WIZ.AI 的本地化專業知識相結合。 ChatGPT 能夠生成聽起來像人類的對話響應並記住過去的對話，這使其有別於傳統的聊天機器人。通過將語音人工智慧融入客戶體驗，企業可以降低營運成本並提高客戶忠誠度。

俄羅斯-烏克蘭戰爭影響

在衝突時期，網路安全威脅會增加，因為駭客和網路犯罪分子會利用漏洞來獲取金錢。客戶參與解決方案可能會更容易受到數據洩露和其他安全風險的影響。針對客戶參與系統發起的 DoS 攻擊，在網路中產生大量流量。

在受衝突影響的地區，可能對遠程和數位解決方案有更高的需求，以維持業務營運和客戶互動。支持虛擬通訊和自助服務選項的客戶參與平台可能變得更加重要。因此，戰爭期間要素市場出現了下滑。

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