Report overview
This market examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, and distributed centers (over 10,000 agents). At the heart of a CEC is the need for a CRM application with the customer record (typically including account, contact information, purchase history, service history, and open marketing offers). Its core system function is case management, which can sometimes be referred to as incident management, trouble ticketing or problem resolution. It requires a strong ability to create, split, federate, join, assign and escalate cases, often in a collaborative environment.
This report aims to provide a comprehensive presentation of the global market for Customer Engagement Centers (CECs) Software, with both quantitative and qualitative analysis, to help readers develop business/growth strategies, assess the market competitive situation, analyze their position in the current marketplace, and make informed business decisions regarding Customer Engagement Centers (CECs) Software. This report contains market size and forecasts of Customer Engagement Centers (CECs) Software in global, including the following market information:
Global Customer Engagement Centers (CECs) Software Market Revenue, 2018-2023, 2024-2030, ($ millions)
Global top five companies in 2022 (%)
The global Customer Engagement Centers (CECs) Software market was valued at US$ million in 2022 and is projected to reach US$ million by 2029, at a CAGR of % during the forecast period. The influence of COVID-19 and the Russia-Ukraine War were considered while estimating market sizes.
The U.S. Market is Estimated at $ Million in 2022, While China is to reach $ Million.
Cloud-Based Segment to Reach $ Million by 2029, with a % CAGR in next six years.
The global key manufacturers of Customer Engagement Centers (CECs) Software include Freshworks, Zoho, Zendesk, Salesforce, Oracle, ServiceNow, Vtiger, SAP and SugarCRM, etc. in 2022, the global top five players have a share approximately % in terms of revenue.
We has surveyed the Customer Engagement Centers (CECs) Software companies, and industry experts on this industry, involving the revenue, demand, product type, recent developments and plans, industry trends, drivers, challenges, obstacles, and potential risks.
Total Market by Segment:
Global Customer Engagement Centers (CECs) Software Market, by Type, 2018-2023, 2024-2030 ($ millions)
Global Customer Engagement Centers (CECs) Software Market Segment Percentages, by Type, 2022 (%)
Cloud-Based
On-Premises
Global Customer Engagement Centers (CECs) Software Market, by Application, 2018-2023, 2024-2030 ($ millions)
Global Customer Engagement Centers (CECs) Software Market Segment Percentages, by Application, 2022 (%)
Large Enterprises(1000+ Users)
Medium-Sized Enterprise(499-1000 Users)
Small Enterprises(1-499 Users)
Global Customer Engagement Centers (CECs) Software Market, By Region and Country, 2018-2023, 2024-2030 ($ Millions)
Global Customer Engagement Centers (CECs) Software Market Segment Percentages, By Region and Country, 2022 (%)
North America
US
Canada
Mexico
Europe
Germany
France
U.K.
Italy
Russia
Nordic Countries
Benelux
Rest of Europe
Asia
China
Japan
South Korea
Southeast Asia
India
Rest of Asia
South America
Brazil
Argentina
Rest of South America
Middle East & Africa
Turkey
Israel
Saudi Arabia
UAE
Rest of Middle East & Africa
Competitor Analysis
The report also provides analysis of leading market participants including:
Key companies Customer Engagement Centers (CECs) Software revenues in global market, 2018-2023 (estimated), ($ millions)
Key companies Customer Engagement Centers (CECs) Software revenues share in global market, 2022 (%)
Further, the report presents profiles of competitors in the market, key players include:
Freshworks
Zoho
Zendesk
Salesforce
Oracle
ServiceNow
Vtiger
SAP
SugarCRM
Microsoft
Verint Systems
eGain
Pegasystems
CRMNEXT
Outline of Major Chapters:
Chapter 1: Introduces the definition of Customer Engagement Centers (CECs) Software, market overview.
Chapter 2: Global Customer Engagement Centers (CECs) Software market size in revenue.
Chapter 3: Detailed analysis of Customer Engagement Centers (CECs) Software company competitive landscape, revenue and market share, latest development plan, merger, and acquisition information, etc.
Chapter 4: Provides the analysis of various market segments by type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter 5: Provides the analysis of various market segments by application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter 6: Sales of Customer Engagement Centers (CECs) Software in regional level and country level. It provides a quantitative analysis of the market size and development potential of each region and its main countries and introduces the market development, future development prospects, market space of each country in the world.
Chapter 7: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product sales, revenue, price, gross margin, product introduction, recent development, etc.
Chapter 8: The main points and conclusions of the report.
