[Informe de investigación] Se espera que el tamaño del mercado de gestión de comunicaciones con clientes crezca de 1.325,6 millones de dólares en 2021 a 2.752,4 millones de dólares en 2028; se estima que crecerá a una tasa compuesta anual del 11,4 % entre 2022 y 2028.
La gestión de comunicaciones con los clientes permite a las organizaciones mejorar las comunicaciones con los clientes a través de varios canales. Aumenta la eficiencia de la comunicación y ayuda a encontrar mejores formas de involucrar a los clientes, mejorar su estrategia de comunicación y fortalecer las relaciones con los clientes. La creciente adopción de soluciones y servicios de CCM en diversos sectores verticales como TI y servicios. telecomunicaciones, comercio minorista y comercio electrónico, atención médica, BFSI, viajes y amp; la hotelería, el gobierno y los servicios públicos están impulsando el crecimiento del mercado de CCM.
La creciente demanda de funcionalidades mejoradas de marketing multicanal y gestión de la experiencia del cliente y el uso cada vez mayor de análisis y movilidad para la gestión de las comunicaciones con el cliente. se encuentran entre los factores clave que impulsan el crecimiento del mercado de gestión de comunicaciones con clientes. La integración de la tecnología de gestión de comunicaciones con el cliente basada en la nube está surgiendo como una oportunidad potencial para el mercado de gestión de comunicaciones con el cliente. Además, la creciente adopción de tecnologías avanzadas, como el procesamiento del lenguaje natural, para una mejor experiencia del consumidor, ofrece perspectivas de crecimiento lucrativas para el mercado. Sin embargo, las sincronizaciones de datos y las complejidades del software de gestión de comunicaciones con el cliente y los problemas de seguridad de dichas plataformas integradas están obstaculizando el crecimiento del mercado de gestión de comunicaciones con el cliente.
Perspectivas estratégicas
Impacto de la pandemia de COVID-19 en el mercado de gestión de comunicaciones con el cliente
La pandemia de COVID-19 ha beneficiado a la industria de las soluciones de gestión de comunicaciones con el cliente (CCM). Las empresas enfrentan nuevos desafíos debido a la pandemia y el desarrollo de entornos de trabajo remoto ha influido positivamente en la dinámica del mercado global. El brote de COVID-19 ha puesto de relieve la necesidad de que las empresas de diversos sectores adopten tecnologías digitales y aprovechen el potencial de CCM ayudando a las empresas a estructurar documentos y gestionar otras tareas, como enviar ofertas, facturas y estados de cuenta sin necesidad de mano de obra. . Por lo tanto, la pandemia de COVID-19 afectó positivamente el tamaño del mercado de gestión de comunicaciones con clientes.
Regiones lucrativas para el mercado de gestión de comunicaciones con los clientes
Perspectivas del mercado: información sobre el mercado Mercado de gestión de comunicaciones con el cliente
Uso creciente de análisis y movilidad para la gestión de comunicaciones con el cliente
El análisis del cliente incluye la información y el comportamiento del cliente para identificar, atraer y retener clientes rentables. Los clientes en la era digital encuentran productos que satisfacen sus necesidades; por lo tanto, el modo de pago, la tendencia de compra, las preferencias de estilo de vida y la marca deseada son los principales factores que tienen en cuenta las herramientas de análisis de clientes para comprender a los clientes. Las herramientas de datos de análisis de clientes ayudan a adquirir y retener futuros clientes. También identifica clientes de alto valor y sugiere formas proactivas de interactuar con ellos. Por lo tanto, el creciente uso de análisis para CCM permite mejorar la comunicación con el cliente, lo que está impulsando la dinámica del mercado de gestión de comunicaciones con el cliente. Según la Biblioteca Digital ACM, el 75% de la actividad de los espectadores de Netflix está impulsada por recomendaciones, lo que le ahorra a la empresa aproximadamente mil millones de dólares al año al centrarse en los clientes más valiosos. Además, el creciente interés en los canales digitales ha aumentado debido a los cambios en las preferencias de los consumidores causados por la pandemia de COVID-19. Como resultado, varias organizaciones han cambiado su enfoque hacia las experiencias digitales de los clientes. Por lo tanto, para aumentar el crecimiento empresarial, varias empresas están adoptando herramientas de análisis de clientes, lo que aumenta la demanda de software de gestión de comunicaciones con el cliente. Por lo tanto, esto respalda el crecimiento del mercado de gestión de comunicaciones con el cliente.
Perspectivas del mercado de gestión de comunicaciones con el cliente basada en componentes
El análisis del mercado de gestión de comunicaciones con el cliente por componente, el mercado se segmenta en solución y servicio. El segmento de soluciones representó una mayor participación de mercado de gestión de comunicaciones con clientes en 2021. La creciente adopción de soluciones CCM por parte de diversas industrias, como la fabricación, la TI y la informática. las telecomunicaciones y el comercio minorista, para mejorar la experiencia del cliente y retenerlo, están impulsando el crecimiento del mercado para el segmento de soluciones.
Perspectivas del mercado de CCM basadas en la implementación
Análisis del mercado de gestión de comunicaciones con el cliente Por implementación, el mercado se segmenta en basado en la nube y en las instalaciones. El segmento basado en la nube representó una mayor participación de mercado en 2021. Las iniciativas en curso para integrar la plataforma basada en la nube con las soluciones CCM impulsan el crecimiento del mercado para el segmento basado en la nube.
CCM basado en el tamaño empresarial Información sobre el mercado
Por tamaño de empresa, el mercado se divide en pequeñas y medianas empresas. medianas empresas y grandes empresas. El segmento de grandes empresas representó una mayor participación de mercado en 2021. El crecimiento del mercado para las pequeñas y medianas empresas. El segmento de medianas empresas se atribuye principalmente a la creciente adopción de la solución CCM por parte de diversas industrias para mantener la participación del cliente a través de múltiples canales. También ayuda a reducir las tasas de abandono de clientes, lo que está impulsando el crecimiento del mercado de CCM.
Información del mercado de CCM basada en la industria
Según la industria, el mercado de gestión de comunicaciones con los clientes se segmenta en BFSI , TI y telecomunicaciones, fabricación, comercio minorista, energía y servicios. servicios públicos, gobierno y otros. La tecnología de TI y El segmento de telecomunicaciones representó la mayor participación del mercado en 2021. El crecimiento del mercado para el segmento se atribuye principalmente a la creciente adopción de la solución CCM en el sector bancario y de seguros para mejorar la comunicación con el cliente. Además, se prevé que el mercado del segmento minorista crezca a un ritmo más rápido durante el período de pronóstico.
Los actores que operan en la gestión de comunicaciones con el cliente El mercado se centra principalmente en el desarrollo de productos avanzados y eficientes.
- En enero de 2022, Quadrant Knowledge Solutions, una empresa mundial de investigación y consultoría, reconoció a Messagepoint como SPARK Matrix Customer Communications Management (CCM) Líder en tecnología para 2022.
- En abril de 2021, Doxim, un proveedor líder de tecnología de participación y gestión de comunicaciones con el cliente (CCM) para mercados financieros y regulados, anunció la incorporación de Doxim CCM Interactive Video a su CCM de nivel empresarial. plataforma.
Perfil de la empresa
- Adobe Systems Inc.
- Canon Chipre
- Dell Technologies
- DocCentrics
- Hewlett Packard Enterprise Development LLC
- Newgen Software Technologies Limited
- Open Text Corporation
- Oracle Corporation
- Pitney Bowes Inc.
- Corporación Xerox
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
This text is related
to segments covered.
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
This text is related
to country scope.
Frequently Asked Questions
The growing demand for enhanced functionalities of multi-channel-based marketing and customer experience management and the increasing usage of analytics and mobility for Customer Communications Management are the key factors attributable to the growth of the CCM market over the forecast period. The integration of cloud-based Customer Communications Management technology is emerging as a potential opportunity for the customer communications management market. Further, the growing adoption of advanced technologies such as natural language processing for better consumer experience offers lucrative growth prospects for the market. However, the data synchronizations and complexities in Customer.
The integration of cloud-based Customer Communications Management technology is emerging as a potential opportunity for the customer communications management market. Further, the growing adoption of advanced technologies such as natural language processing for better consumer experience offers lucrative growth prospects for the market.
North America dominated the Customer communications management Market in 2021. It is due to the increasing rate of adoption of numerous advanced technologies. The increasing use of cutting-edge technologies such as machine learning and industrial automation and growing digitalization across organizations are expected to boost the market growth in the region. Moreover, North America is becoming a hub for various industrial verticals, including IT & Telecom, healthcare, and energy & utilities. These industrial sectors have a large client base, which is expected to provide CCM providers with new lucrative opportunities.
The APAC area, on the other hand, is expected to develop at the quickest rate throughout the projection period. The growing economies such as India and China are encouraging several major players to enter the market and expand their global footprints, boosting the customer communication management market growth. Companies in this region are primarily deploying CCM solutions in their facilities to boost their client reach and retention. These factors are expected to support the regional market expansion during the forecast period.
Natural Language Processing (NLP) is a type of machine learning. It understands the words, sentences, and context of customer support queries. As a subset of artificial intelligence (AI), NLP interprets and analyzes customer’s verbal statements. AI-powered customer communications management platform can intelligently handle the complexity of structured, personalized, compliant omnichannel customer communications more effectively and efficiently. Further, machine learning is an effective way to achieve AI. ML-based tools help enterprises process customer data efficiently and generate highly personalized offers to fulfill customers' demands. A tool that integrates NLP into a CCM solution provides a remarkable customer experience.
Adobe, Capgemini, Crawford Technologies, Smart Communications, Cedar CX Technologies, Newgen Software Technologies Limited, Open Text Corporation, Oracle, Messagepoint, and Doxim Inc are the leading companies in the customer communications management market.
The List of Companies - Customer Communications Management Market
- Adobe
- Capgemini
- Crawford Technologies
- Smart Communications
- Cedar CX Technologies
- Newgen Software Technologies Limited
- Open Text Corporation
- Oracle
- Messagepoint
- Doxim Inc.
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.
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