"The deployment of new 5G-enabled services will require seamless integration between different parts of the customer engagement stack and investment in journey management and next-generation CPQ."
This report provides forecasts for communications service provider (CSP) spending on customer engagement (CE) solutions and related services for 2023-2028. The report also provides recommendations for vendors and CSPs.
This forecast report and the accompanying data annex provide:
- a detailed, 6-year worldwide forecast for spending in the customer engagement market, split into:
- three main application sub-segments: customer experience management, sales and order management, and customer value management
- two delivery types: product-related and professional services (PS)
- four telecoms services: mobile, IoT, consumer fixed and business fixed
- 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)
- an examination of the key market drivers and how they will affect spending during the forecast period
- analysis of the business environment and regional dynamics that will influence the customer engagement market
- a detailed market definition
- recommendations for CSPs and vendors.