PUBLISHER: Quadrant Knowledge Solutions | PRODUCT CODE: 1445915
PUBLISHER: Quadrant Knowledge Solutions | PRODUCT CODE: 1445915
Market Share: CRM - Customer Engagement Centre, 2022, Worldwide
Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of 11.70% % by 2027.
In the present era, organisations have an acute requirement for effectively managing customer interactions. Organisations are struggling to provide consistent customer experiences throughout communication channels owing to challenges like fluctuating response times, lack of information and improper service quality leading to customer frustration and dissatisfaction. This has resulted in fragmented communication whereby departments within organisations are facing problems in handling customer queries leading to dismantling of relationships. Organisations require a centralized system wherein they can easily track and store customer data. They are in need of a platform that can break siloed operations and that allows internal departments to work in collaborative spaces. There should be a centralized platform that can help organizations to strategize on improving relationships with their customers. A customer engagement centre serves exactly the purpose. The primary function of a CEC is to create insightful experiences for customers throughout their journey. This platform goes beyond traditional customer service and takes into account all possible scenarios that can occur across various touchpoints and channels using intelligent AI. The platform helps in integrating multiple communication channels, providing personal and contextualized experiences, managing knowledge bases and self-service options, tracking customer interactions and orchestrating campaigns.
Quadrant Knowledge Solutions defines a CRM - Customer Engagement Centre as, "a platform that provides integration with multiple communication channels, database management systems and artificial intelligence (AI)/ machine learning (ML) tools to deliver a seamless experience to customers through personalized interactions. It serves the purpose of a hub for dealing with customer inquiries & technical support requests and facilitates sales service automation through functionalities like ticketing and case management, data consolidation and analytics & reporting. The platform enables organizations to improve their operational efficiency, increase customer retention & acquisition rates, improve customer interactions, and helps analyse customer activity for driving better ROI."
With rapid increase in usage of internet and smartphones, customers are now easily able to access information from various channels like web, social media, online marketplaces, virtual collaborative workspaces and more, thereby organizations are adopting customer engagement platform to deal with the change. The CEC platform allows implementation of virtual assistants and significantly improves internal operations within departments by streamlining information sharing through automated notifications and feedbacks. The platform's intuitive interface allows organizations to personalize interactions and make proactive communications with customers helping them to stay ahead in the competitive landscape.
Table of Contents
Chapter 01: Research Summary
- 2023 Competition Outlook
- Top Research Findings and Key Takeaways
Chapter 02: Market Overview
- Market Definition and Scope
- Revenue Type
- Geographical Regions
- Industry Verticals
Chapter 03: Market Share Analysis
- Market Share by Total Market
- Market Share by Deployment Type
- Cloud
- On-Premises
- Market Share by Geographical Regions
- Canada
- Central & Eastern Europe
- Japan
- Latin America
- Middle East & Africa
- USA
- Western Europe
- Asia Ex-Japan China (AxJC)
- China
- Market Share by Industry Verticals
- Banking and Financial Services
- Electronics & Telecom
- Retail and eCommerce
- Professional Services
- Healthcare and Life Sciences
- Manufacturing
- Media & Entertainment
- Government and Public Sectors
- Education
- Energy & Utility Others
- Others
- Market Share by Customer Types
- SMB
- Large
- Enterprise
Chapter 04: Analyst Recommendations
- Analyst Recommendations
Chapter 05: Appendix
- Research Methodologies
List of Tables
- Table 1 : Market Share, Total Market, Worldwide
- Table 2 : Market Share By Deployment Type, Worldwide
- Table 3 : Market Share By Geographical Regions, USA
- Table 4 : Market Share By Geographical Regions, Canada
- Table 5 : Market Share By Geographical Regions, Latin America
- Table 6 : Market Share By Geographical Regions, Western Europe
- Table 7 : Market Share By Geographical Regions, Central & Eastern Europe
- Table 8 : Market Share By Geographical Regions, MEA
- Table 9 : Market Share By Geographical Regions, Asia ex. JPC
- Table 10 : Market Share By Geographical Regions, Japan
- Table 11 : Market Share By Geographical Regions, China
- Table 12 : Market Share By Industry Vertical 1, Worldwide
- Table 13 : Market Share By Industry Vertical 2, Worldwide
- Table 14 : Market Share By Industry Vertical 3, Worldwide
- Table 15 : Market Share By Industry Vertical 4, Worldwide
- Table 16 : Market Share By Industry Vertical 5, Worldwide
- Table 17 : Market Share By Industry Vertical 6, Worldwide
- Table 18 : Market Share By Industry Vertical 7, Worldwide
- Table 19 : Market Share By Industry Vertical 8, Worldwide
List of Figures
- Fig. 1 Market Share of CRM - Customer Engagement Centre, Worldwide, 2022
- Fig. 2 Market Share of CRM - Customer Engagement Centre, USA, 2022
- Fig. 3 Market Share of CRM - Customer Engagement Centre, Canada, 2022
- Fig. 4 Market Share of CRM - Customer Engagement Centre, Latin America, 2022
- Fig. 5 Market Share of CRM - Customer Engagement Centre, Western Europe, 2022
- Fig. 6 Market Share of CRM - Customer Engagement Centre, Central & Eastern Europe, 2022
- Fig. 7 Market Share of CRM - Customer Engagement Centre, Middle East & Africa, 2022
- Fig. 8 Market Share of CRM - Customer Engagement Centre, Asia excluding Japan and China, 2022
- Fig. 9 Market Share of CRM - Customer Engagement Centre, Japan, 2022
- Fig. 10 Market Share of CRM - Customer Engagement Centre, China, 2022
- Fig. 11 Market Share of CRM - Customer Engagement Centre, IT & Telecom Industry, 2022
- Fig. 12 Market Share of CRM - Customer Engagement Centre, Banking & Financial Services Industry, 2022
- Fig. 13 Market Share of CRM - Customer Engagement Centre, Insurance Industry, 2022
- Fig. 14 Market Share of CRM - Customer Engagement Centre, Healthcare Industry, 2022
- Fig. 15 Market Share of CRM - Customer Engagement Centre, Government & Public Sector, 2022
- Fig. 16 Market Share of CRM - Customer Engagement Centre, Retail & eCommerce, 2022
- Fig. 17 Market Share of CRM - Customer Engagement Centre, Manufacturing, 2022
- Fig. 18 Market Share of CRM - Customer Engagement Centre, Hospitality, 2022
- Fig. 19 Market Share of CRM - Customer Engagement Centre, On-premises Deployment, 2022
- Fig. 20 Market Share of CRM - Customer Engagement Centre, Cloud Deployment, 2022
- Fig. 21 Market Share of CRM - Customer Engagement Centre, SMB Customers, 2022
- Fig. 22 Market Share of CRM - Customer Engagement Centre, Large Customers, 2022
- Fig. 23 Market Share of CRM - Customer Engagement Centre, Enterprise Customers, 2022
