Global Omnichannel Customer Engagement Market Overview:
Omnichannel experiences unify inbound and outbound communication to deliver proactive, contextual interactions to customers and an effortless experience. Now a days customers engage with companies on multiple channels and across channels while pausing and resuming their journey along the way. Unifying customer data across channels into a coherent omnichannel strategy allows brands to deliver the personalized interactions consumers expect. Through delivering individualized interactions across channels, brands can deliver on customer expectations and retain loyalty in the long term.
- Growing Adoption of Customer Engagement Solution to Reduce Customer Churn Rate
- Increased Focus towards Delivering Enhanced Customer Engagement through Omni channel
- Technology Advancement and Innovation in Omnichannel Customer Engagement
- Personalized Expectation of Customers
- Data Synchronization between Customer Engagement and Other Technologies
- Increased Investment in Artificial Intelligence
- Rise in Applicability of Big Data and Machine Learning
- Managing Security with Multiple Customer Touchpoints
- Choosing the Proper Mix of Technology and Personnel
The companies are discovering the market in various geographical regions by adopting various market growth strategies such as mergers & acquisitions, expansions, investments, new solution launches, and others. Key players are exploring new areas through the expansions and acquisitions across the globe to avail market competencies.
Some of the key players profiled in the report are Microsoft (United States), Emarsys (SAP) (Austria), Oracle (United States), Pegasystems (United States), Nuance Communications (United States), Genesys (United States), Avaya (United States), Freshworks (United States), Infobip (United Kingdom) and eGain Corporation (United States). Additionally, following companies can also be profiled that are part of our coverage like Zendesk (United States), ServiceNow (United States) and Salesforce (United States). Analyst at AMA Research see United States Players to retain maximum share of Global Omnichannel Customer Engagement market by 2026. Considering Market by Deployment Mode, the sub-segment i.e. Cloud-Based will boost the Omnichannel Customer Engagement market. Considering Market by Enterprise, the sub-segment i.e. Large Enterprises(1000+ Users) will boost the Omnichannel Customer Engagement market. Considering Market by Component, the sub-segment i.e. Solution will boost the Omnichannel Customer Engagement market.
In May 2018, Pegasystems has upgraded its product portfolio by introducing new AI Features in Its Customer Engagement software, and it will provide banks with complete AI control and transparency, ensuring banks remain in regulatory compliance while driving additional revenue and providing exceptional customer experiences.
Data related to EXIM [Export- Import], production & consumption by country or regional level break-up can be provided based on client request**
** Confirmation on availability of data would be provided prior to purchase
The top-down and bottom-up approaches are used to estimate and validate the size of the Global Omnichannel Customer Engagement market.
In order to reach an exhaustive list of functional and relevant players various industry classification standards are closely followed such as NAICS, ICB, SIC to penetrate deep in important geographies by players and a thorough validation test is conducted to reach most relevant players for survey in Omnichannel Customer Engagement market.
In order to make priority list sorting is done based on revenue generated based on latest reporting with the help of paid databases such as Factiva, Bloomberg etc.
Finally the questionnaire is set and specifically designed to address all the necessities for primary data collection after getting prior appointment by targeting key target audience that includes Providers of Omnichannel Customer Engagement Solutions and Services, Software and System Integrators, Suppliers of IT Hardware/Software/Services, Marketing Analytics Executives, IT Infrastructure Providers, System Administrators and App Developers.
This helps us to gather the data related to players revenue, operating cycle and expense, profit along with product or service growth etc.
Almost 70-80% of data is collected through primary medium and further validation is done through various secondary sources that includes Regulators, World Bank, Association, Company Website, SEC filings, OTC BB, USPTO, EPO, Annual reports, press releases etc.