Telecommunications And Bfsi Customer Engagement Solutions Market By Offering (Solutions, Services), By Deployment (On-Premise, Cloud), By Enterprise Size (Large Enterprises, SMEs): Global Opportunity Analysis and Industry Forecast, 2024-2032
The global market for customer engagement solutions in the telecommunications and BFSI sectors was valued at $7 billion in 2023. It is expected to grow at a CAGR of 8.7% from 2024 to 2032, reaching $16.1 billion by the end of the forecast period. Advanced AI and machine learning technologies enable telecom companies to analyze vast amounts of customer data, providing insights into user behavior, preferences, and pain points. These insights facilitate the creation of personalized communication strategies, targeted promotions, and proactive customer service. For example, AI-driven chatbots and virtual assistants offer 24/7 support, resolving common issues and inquiries in real-time, which significantly improves customer satisfaction and reduces operational costs. Additionally, predictive analytics help telecom providers anticipate customer needs and potential churn, allowing them to implement retention strategies and improve overall service quality. In the BFSI (Banking, Financial Services, and Insurance) sector, customer engagement solutions are crucial for building trust and enhancing the client experience amidst increasing competition and regulatory requirements. AI-powered tools enable financial institutions to deliver personalized recommendations, tailored financial products, and proactive customer support. Advanced analytics help in segmenting customers based on their financial behavior and needs, which allows for more effective cross-selling and upselling strategies. Moreover, automated systems streamline processes such as loan approvals and claims management, reducing processing times and improving accuracy. These enhancements not only boost customer satisfaction but also streamline operations and compliance adherence.
On the basis of enterprise size, the large enterprise segment dominated the market share in 2023 and is expected to maintain its dominance during the forecast period, as they have the resources and infrastructure to invest in advanced customer engagement technologies. These companies can afford comprehensive solutions that integrate AI, analytics, and automation to enhance their customer service and operational efficiency. Their large scale and diverse customer base require sophisticated systems to manage and analyze data effectively, justifying their significant investment in these solutions, which is further expected to propel the segment growth in the global market. However, the small and medium-sized enterprise segment is expected to exhibit the highest growth during the forecast period, owing to the increasing availability of affordable, scalable solutions tailored for smaller businesses. As technology costs decrease and cloud-based services become more accessible, SMEs are adopting these tools to compete with larger players, improve customer engagement, and streamline their operations without the need for extensive capital investment.
The telecommunication and BFSI customer engagement solution market is segmented on the basis of offering, deployment, enterprise size and region. By offering, the market is bifurcated into solution and services. By solution, the market is further divided into SMS and email solution, chatbot solution, interactive personalized video solution, and digital self-service solution. By services, the market is further divided into professional services and managed services. By deployment, the market is categorized into on-premise and cloud. By enterprise size, the market is segregated into large enterprises and small & medium-sized enterprises. By region, the market is analyzed across Asia-Pacific, Europe, North America, and LAMEA.
The global telecommunication & BFSI customer engagement solution market is dominated by NICE, Alvaria, Verint Systems Inc., Enghouse Systems, IBM Corporation, Zendesk, Avaya, eGain Corporation, Open Text Corporation, Salesforce, Inc, Oracle Corporation, BUSINESSNEXT, Inc., Creatio, Microsoft Corporation, ServiceNow, SAP SE, and Pegasystem Inc. These players have adopted various strategies such as product launch, partnership, and acquisition to increase their market penetration and strengthen their position in the industry.
Key Benefits For Stakeholders
Additional benefits you will get with this purchase are:
By Enterprise Size
On the basis of enterprise size, the large enterprise segment dominated the market share in 2023 and is expected to maintain its dominance during the forecast period, as they have the resources and infrastructure to invest in advanced customer engagement technologies. These companies can afford comprehensive solutions that integrate AI, analytics, and automation to enhance their customer service and operational efficiency. Their large scale and diverse customer base require sophisticated systems to manage and analyze data effectively, justifying their significant investment in these solutions, which is further expected to propel the segment growth in the global market. However, the small and medium-sized enterprise segment is expected to exhibit the highest growth during the forecast period, owing to the increasing availability of affordable, scalable solutions tailored for smaller businesses. As technology costs decrease and cloud-based services become more accessible, SMEs are adopting these tools to compete with larger players, improve customer engagement, and streamline their operations without the need for extensive capital investment.
The telecommunication and BFSI customer engagement solution market is segmented on the basis of offering, deployment, enterprise size and region. By offering, the market is bifurcated into solution and services. By solution, the market is further divided into SMS and email solution, chatbot solution, interactive personalized video solution, and digital self-service solution. By services, the market is further divided into professional services and managed services. By deployment, the market is categorized into on-premise and cloud. By enterprise size, the market is segregated into large enterprises and small & medium-sized enterprises. By region, the market is analyzed across Asia-Pacific, Europe, North America, and LAMEA.
The global telecommunication & BFSI customer engagement solution market is dominated by NICE, Alvaria, Verint Systems Inc., Enghouse Systems, IBM Corporation, Zendesk, Avaya, eGain Corporation, Open Text Corporation, Salesforce, Inc, Oracle Corporation, BUSINESSNEXT, Inc., Creatio, Microsoft Corporation, ServiceNow, SAP SE, and Pegasystem Inc. These players have adopted various strategies such as product launch, partnership, and acquisition to increase their market penetration and strengthen their position in the industry.
Key Benefits For Stakeholders
Additional benefits you will get with this purchase are:
- Quarterly Update and* (only available with a corporate license, on listed price)
- 5 additional Company Profile of client Choice pre- or Post-purchase, as a free update.
- Free Upcoming Version on the Purchase of Five and Enterprise User License.
- 16 analyst hours of support* (post-purchase, if you find additional data requirements upon review of the report, you may receive support amounting to 16 analyst hours to solve questions, and post-sale queries)
- 15% Free Customization* (in case the scope or segment of the report does not match your requirements, 15% is equivalent to 3 working days of free work, applicable once)
- Free data Pack on the Five and Enterprise User License. (Excel version of the report)
- Free Updated report if the report is 6-12 months old or older.
- 24-hour priority response*
- Free Industry updates and white papers.
- End user preferences and pain points
- Industry life cycle assessment, by region
- Product Benchmarking / Product specification and applications
- Product Life Cycles
- Senario Analysis & Growth Trend Comparision
- Supply Chain Analysis & Vendor Margins
- Technology Trend Analysis
- Go To Market Strategy
- Market share analysis of players by products/segments
- New Product Development/ Product Matrix of Key Players
- Pain Point Analysis
- Regulatory Guidelines
- Strategic Recommedations
- Additional company profiles with specific to client's interest
- Additional country or region analysis- market size and forecast
- Brands Share Analysis
- Criss-cross segment analysis- market size and forecast
- Expanded list for Company Profiles
- Historic market data
- Market share analysis of players at global/region/country level
- SWOT Analysis
By Enterprise Size
- Large Enterprises
- SMEs
- Solutions
- Type
- SMS and Email Solutions
- Chatbot Solutions
- Interactive Personalized Video Solutions
- Digital Self-Service Solutions
- Services
- Type
- Professional Services
- Managed Services
- On-Premise
- Cloud
- North America
- U.S.
- Canada
- Europe
- UK
- Germany
- France
- Italy
- Spain
- Netherlands
- Rest of Europe
- Asia-Pacific
- China
- Japan
- India
- South Korea
- Australia
- Singapore
- Rest of Asia-Pacific
- LAMEA
- Latin America
- Middle East
- Africa
- Key Market Players
- Alvaria, Inc.
- Avaya LLC
- BUSINESSNEXT, Inc.
- Creatio EMEA Ltd
- eGain Corporation
- Enghouse System Limited
- IBM Corporation
- Microsoft Corporation
- NICE Ltd.
- Open Text Corporation.
- Oracle Corporation
- Pegasystems Inc.
- Salesforce, Inc.
- SAP SE
- ServiceNow, Inc.
- Verint Systems Inc.
- Zendesk Inc
CHAPTER 1: INTRODUCTION
1.1. Report description
1.2. Key market segments
1.3. Key benefits to the stakeholders
1.4. Research methodology
1.4.1. Primary research
1.4.2. Secondary research
1.4.3. Analyst tools and models
CHAPTER 2: EXECUTIVE SUMMARY
2.1. CXO perspective
CHAPTER 3: MARKET OVERVIEW
3.1. Market definition and scope
3.2. Key findings
3.2.1. Top impacting factors
3.2.2. Top investment pockets
3.3. Porter’s five forces analysis
3.3.1. Low bargaining power of suppliers
3.3.2. Low threat of new entrants
3.3.3. Low threat of substitutes
3.3.4. Low intensity of rivalry
3.3.5. Low bargaining power of buyers
3.4. Market dynamics
3.4.1. Drivers
3.4.1.1. Digital Transformation
3.4.1.2. Data-Driven Approaches
3.4.1.3. Rising focus on Customer Experience
3.4.2. Restraints
3.4.2.1. Data privacy and security concerns
3.4.2.2. High Implementation and Maintenance Costs
3.4.3. Opportunities
3.4.3.1. Advancements in AI and Machine Learning
3.4.3.2. Expansion of 5G Networks
CHAPTER 4: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY OFFERING
4.1. Overview
4.1.1. Market size and forecast
4.2. Solutions
4.2.1. Key market trends, growth factors and opportunities
4.2.2. Market size and forecast, by region
4.2.3. Market share analysis by country
4.2.4. Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
4.2.4.1. SMS and Email Solutions Market size and forecast, by region
4.2.4.2. SMS and Email Solutions Market size and forecast, by country
4.2.4.3. Chatbot Solutions Market size and forecast, by region
4.2.4.4. Chatbot Solutions Market size and forecast, by country
4.2.4.5. Interactive Personalized Video Solutions Market size and forecast, by region
4.2.4.6. Interactive Personalized Video Solutions Market size and forecast, by country
4.2.4.7. Digital Self-Service Solutions Market size and forecast, by region
4.2.4.8. Digital Self-Service Solutions Market size and forecast, by country
4.3. Services
4.3.1. Key market trends, growth factors and opportunities
4.3.2. Market size and forecast, by region
4.3.3. Market share analysis by country
4.3.4. Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
4.3.4.1. Professional Services Market size and forecast, by region
4.3.4.2. Professional Services Market size and forecast, by country
4.3.4.3. Managed Services Market size and forecast, by region
4.3.4.4. Managed Services Market size and forecast, by country
CHAPTER 5: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT
5.1. Overview
5.1.1. Market size and forecast
5.2. On-Premise
5.2.1. Key market trends, growth factors and opportunities
5.2.2. Market size and forecast, by region
5.2.3. Market share analysis by country
5.3. Cloud
5.3.1. Key market trends, growth factors and opportunities
5.3.2. Market size and forecast, by region
5.3.3. Market share analysis by country
CHAPTER 6: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ENTERPRISE SIZE
6.1. Overview
6.1.1. Market size and forecast
6.2. Large Enterprises
6.2.1. Key market trends, growth factors and opportunities
6.2.2. Market size and forecast, by region
6.2.3. Market share analysis by country
6.3. SMEs
6.3.1. Key market trends, growth factors and opportunities
6.3.2. Market size and forecast, by region
6.3.3. Market share analysis by country
CHAPTER 7: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION
7.1. Overview
7.1.1. Market size and forecast By Region
7.2. North America
7.2.1. Key market trends, growth factors and opportunities
7.2.2. Market size and forecast, by Offering
7.2.2.1. North America Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.2.2. North America Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.3. Market size and forecast, by Deployment
7.2.4. Market size and forecast, by Enterprise Size
7.2.5. Market size and forecast, by country
7.2.5.1. U.S.
7.2.5.1.1. Market size and forecast, by Offering
7.2.5.1.1.1. U.S. Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.1.1.2. U.S. Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.1.2. Market size and forecast, by Deployment
7.2.5.1.3. Market size and forecast, by Enterprise Size
7.2.5.2. Canada
7.2.5.2.1. Market size and forecast, by Offering
7.2.5.2.1.1. Canada Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.2.1.2. Canada Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.2.2. Market size and forecast, by Deployment
7.2.5.2.3. Market size and forecast, by Enterprise Size
7.3. Europe
7.3.1. Key market trends, growth factors and opportunities
7.3.2. Market size and forecast, by Offering
7.3.2.1. Europe Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.2.2. Europe Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.3. Market size and forecast, by Deployment
7.3.4. Market size and forecast, by Enterprise Size
7.3.5. Market size and forecast, by country
7.3.5.1. UK
7.3.5.1.1. Market size and forecast, by Offering
7.3.5.1.1.1. UK Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.1.1.2. UK Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.1.2. Market size and forecast, by Deployment
7.3.5.1.3. Market size and forecast, by Enterprise Size
7.3.5.2. Germany
7.3.5.2.1. Market size and forecast, by Offering
7.3.5.2.1.1. Germany Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.2.1.2. Germany Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.2.2. Market size and forecast, by Deployment
7.3.5.2.3. Market size and forecast, by Enterprise Size
7.3.5.3. France
7.3.5.3.1. Market size and forecast, by Offering
7.3.5.3.1.1. France Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.3.1.2. France Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.3.2. Market size and forecast, by Deployment
7.3.5.3.3. Market size and forecast, by Enterprise Size
7.3.5.4. Italy
7.3.5.4.1. Market size and forecast, by Offering
7.3.5.4.1.1. Italy Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.4.1.2. Italy Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.4.2. Market size and forecast, by Deployment
7.3.5.4.3. Market size and forecast, by Enterprise Size
7.3.5.5. Spain
7.3.5.5.1. Market size and forecast, by Offering
7.3.5.5.1.1. Spain Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.5.1.2. Spain Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.5.2. Market size and forecast, by Deployment
7.3.5.5.3. Market size and forecast, by Enterprise Size
7.3.5.6. Netherlands
7.3.5.6.1. Market size and forecast, by Offering
7.3.5.6.1.1. Netherlands Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.6.1.2. Netherlands Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.6.2. Market size and forecast, by Deployment
7.3.5.6.3. Market size and forecast, by Enterprise Size
7.3.5.7. Rest of Europe
7.3.5.7.1. Market size and forecast, by Offering
7.3.5.7.1.1. Rest of Europe Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.7.1.2. Rest of Europe Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.7.2. Market size and forecast, by Deployment
7.3.5.7.3. Market size and forecast, by Enterprise Size
7.4. Asia-Pacific
7.4.1. Key market trends, growth factors and opportunities
7.4.2. Market size and forecast, by Offering
7.4.2.1. Asia-Pacific Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.2.2. Asia-Pacific Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.3. Market size and forecast, by Deployment
7.4.4. Market size and forecast, by Enterprise Size
7.4.5. Market size and forecast, by country
7.4.5.1. China
7.4.5.1.1. Market size and forecast, by Offering
7.4.5.1.1.1. China Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.1.1.2. China Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.1.2. Market size and forecast, by Deployment
7.4.5.1.3. Market size and forecast, by Enterprise Size
7.4.5.2. Japan
7.4.5.2.1. Market size and forecast, by Offering
7.4.5.2.1.1. Japan Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.2.1.2. Japan Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.2.2. Market size and forecast, by Deployment
7.4.5.2.3. Market size and forecast, by Enterprise Size
7.4.5.3. India
7.4.5.3.1. Market size and forecast, by Offering
7.4.5.3.1.1. India Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.3.1.2. India Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.3.2. Market size and forecast, by Deployment
7.4.5.3.3. Market size and forecast, by Enterprise Size
7.4.5.4. South Korea
7.4.5.4.1. Market size and forecast, by Offering
7.4.5.4.1.1. South Korea Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.4.1.2. South Korea Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.4.2. Market size and forecast, by Deployment
7.4.5.4.3. Market size and forecast, by Enterprise Size
7.4.5.5. Australia
7.4.5.5.1. Market size and forecast, by Offering
7.4.5.5.1.1. Australia Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.5.1.2. Australia Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.5.2. Market size and forecast, by Deployment
7.4.5.5.3. Market size and forecast, by Enterprise Size
7.4.5.6. Singapore
7.4.5.6.1. Market size and forecast, by Offering
7.4.5.6.1.1. Singapore Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.6.1.2. Singapore Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.6.2. Market size and forecast, by Deployment
7.4.5.6.3. Market size and forecast, by Enterprise Size
7.4.5.7. Rest of Asia-Pacific
7.4.5.7.1. Market size and forecast, by Offering
7.4.5.7.1.1. Rest of Asia-Pacific Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.7.1.2. Rest of Asia-Pacific Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.7.2. Market size and forecast, by Deployment
7.4.5.7.3. Market size and forecast, by Enterprise Size
7.5. LAMEA
7.5.1. Key market trends, growth factors and opportunities
7.5.2. Market size and forecast, by Offering
7.5.2.1. LAMEA Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.2.2. LAMEA Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.3. Market size and forecast, by Deployment
7.5.4. Market size and forecast, by Enterprise Size
7.5.5. Market size and forecast, by country
7.5.5.1. Latin America
7.5.5.1.1. Market size and forecast, by Offering
7.5.5.1.1.1. Latin America Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.1.1.2. Latin America Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.1.2. Market size and forecast, by Deployment
7.5.5.1.3. Market size and forecast, by Enterprise Size
7.5.5.2. Middle East
7.5.5.2.1. Market size and forecast, by Offering
7.5.5.2.1.1. Middle East Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.2.1.2. Middle East Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.2.2. Market size and forecast, by Deployment
7.5.5.2.3. Market size and forecast, by Enterprise Size
7.5.5.3. Africa
7.5.5.3.1. Market size and forecast, by Offering
7.5.5.3.1.1. Africa Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.3.1.2. Africa Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.3.2. Market size and forecast, by Deployment
7.5.5.3.3. Market size and forecast, by Enterprise Size
CHAPTER 8: COMPETITIVE LANDSCAPE
8.1. Introduction
8.2. Top winning strategies
8.3. Product mapping of top 10 player
8.4. Competitive dashboard
8.5. Competitive heatmap
8.6. Top player positioning, 2023
CHAPTER 9: COMPANY PROFILES
9.1. Salesforce, Inc.
9.1.1. Company overview
9.1.2. Key executives
9.1.3. Company snapshot
9.1.4. Operating business segments
9.1.5. Product portfolio
9.1.6. Business performance
9.1.7. Key strategic moves and developments
9.2. Oracle Corporation
9.2.1. Company overview
9.2.2. Key executives
9.2.3. Company snapshot
9.2.4. Operating business segments
9.2.5. Product portfolio
9.2.6. Business performance
9.3. BUSINESSNEXT, Inc.
9.3.1. Company overview
9.3.2. Key executives
9.3.3. Company snapshot
9.3.4. Operating business segments
9.3.5. Product portfolio
9.4. Creatio EMEA Ltd
9.4.1. Company overview
9.4.2. Key executives
9.4.3. Company snapshot
9.4.4. Operating business segments
9.4.5. Product portfolio
9.5. Microsoft Corporation
9.5.1. Company overview
9.5.2. Key executives
9.5.3. Company snapshot
9.5.4. Operating business segments
9.5.5. Product portfolio
9.5.6. Business performance
9.5.7. Key strategic moves and developments
9.6. ServiceNow, Inc.
9.6.1. Company overview
9.6.2. Key executives
9.6.3. Company snapshot
9.6.4. Operating business segments
9.6.5. Product portfolio
9.6.6. Business performance
9.7. SAP SE
9.7.1. Company overview
9.7.2. Key executives
9.7.3. Company snapshot
9.7.4. Operating business segments
9.7.5. Product portfolio
9.7.6. Business performance
9.8. Pegasystems Inc.
9.8.1. Company overview
9.8.2. Key executives
9.8.3. Company snapshot
9.8.4. Operating business segments
9.8.5. Product portfolio
9.8.6. Business performance
9.9. NICE Ltd.
9.9.1. Company overview
9.9.2. Key executives
9.9.3. Company snapshot
9.9.4. Operating business segments
9.9.5. Product portfolio
9.9.6. Business performance
9.10. Alvaria, Inc.
9.10.1. Company overview
9.10.2. Key executives
9.10.3. Company snapshot
9.10.4. Operating business segments
9.10.5. Product portfolio
9.10.6. Key strategic moves and developments
9.11. Verint Systems Inc.
9.11.1. Company overview
9.11.2. Key executives
9.11.3. Company snapshot
9.11.4. Operating business segments
9.11.5. Product portfolio
9.11.6. Business performance
9.11.7. Key strategic moves and developments
9.12. Enghouse System Limited
9.12.1. Company overview
9.12.2. Key executives
9.12.3. Company snapshot
9.12.4. Operating business segments
9.12.5. Product portfolio
9.12.6. Business performance
9.13. IBM Corporation
9.13.1. Company overview
9.13.2. Key executives
9.13.3. Company snapshot
9.13.4. Operating business segments
9.13.5. Product portfolio
9.13.6. Business performance
9.14. Zendesk Inc
9.14.1. Company overview
9.14.2. Key executives
9.14.3. Company snapshot
9.14.4. Operating business segments
9.14.5. Product portfolio
9.15. Avaya LLC
9.15.1. Company overview
9.15.2. Key executives
9.15.3. Company snapshot
9.15.4. Operating business segments
9.15.5. Product portfolio
9.15.6. Key strategic moves and developments
9.16. eGain Corporation
9.16.1. Company overview
9.16.2. Key executives
9.16.3. Company snapshot
9.16.4. Operating business segments
9.16.5. Product portfolio
9.16.6. Business performance
9.17. Open Text Corporation.
9.17.1. Company overview
9.17.2. Key executives
9.17.3. Company snapshot
9.17.4. Operating business segments
9.17.5. Product portfolio
9.17.6. Business performance
1.1. Report description
1.2. Key market segments
1.3. Key benefits to the stakeholders
1.4. Research methodology
1.4.1. Primary research
1.4.2. Secondary research
1.4.3. Analyst tools and models
CHAPTER 2: EXECUTIVE SUMMARY
2.1. CXO perspective
CHAPTER 3: MARKET OVERVIEW
3.1. Market definition and scope
3.2. Key findings
3.2.1. Top impacting factors
3.2.2. Top investment pockets
3.3. Porter’s five forces analysis
3.3.1. Low bargaining power of suppliers
3.3.2. Low threat of new entrants
3.3.3. Low threat of substitutes
3.3.4. Low intensity of rivalry
3.3.5. Low bargaining power of buyers
3.4. Market dynamics
3.4.1. Drivers
3.4.1.1. Digital Transformation
3.4.1.2. Data-Driven Approaches
3.4.1.3. Rising focus on Customer Experience
3.4.2. Restraints
3.4.2.1. Data privacy and security concerns
3.4.2.2. High Implementation and Maintenance Costs
3.4.3. Opportunities
3.4.3.1. Advancements in AI and Machine Learning
3.4.3.2. Expansion of 5G Networks
CHAPTER 4: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY OFFERING
4.1. Overview
4.1.1. Market size and forecast
4.2. Solutions
4.2.1. Key market trends, growth factors and opportunities
4.2.2. Market size and forecast, by region
4.2.3. Market share analysis by country
4.2.4. Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
4.2.4.1. SMS and Email Solutions Market size and forecast, by region
4.2.4.2. SMS and Email Solutions Market size and forecast, by country
4.2.4.3. Chatbot Solutions Market size and forecast, by region
4.2.4.4. Chatbot Solutions Market size and forecast, by country
4.2.4.5. Interactive Personalized Video Solutions Market size and forecast, by region
4.2.4.6. Interactive Personalized Video Solutions Market size and forecast, by country
4.2.4.7. Digital Self-Service Solutions Market size and forecast, by region
4.2.4.8. Digital Self-Service Solutions Market size and forecast, by country
4.3. Services
4.3.1. Key market trends, growth factors and opportunities
4.3.2. Market size and forecast, by region
4.3.3. Market share analysis by country
4.3.4. Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
4.3.4.1. Professional Services Market size and forecast, by region
4.3.4.2. Professional Services Market size and forecast, by country
4.3.4.3. Managed Services Market size and forecast, by region
4.3.4.4. Managed Services Market size and forecast, by country
CHAPTER 5: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT
5.1. Overview
5.1.1. Market size and forecast
5.2. On-Premise
5.2.1. Key market trends, growth factors and opportunities
5.2.2. Market size and forecast, by region
5.2.3. Market share analysis by country
5.3. Cloud
5.3.1. Key market trends, growth factors and opportunities
5.3.2. Market size and forecast, by region
5.3.3. Market share analysis by country
CHAPTER 6: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ENTERPRISE SIZE
6.1. Overview
6.1.1. Market size and forecast
6.2. Large Enterprises
6.2.1. Key market trends, growth factors and opportunities
6.2.2. Market size and forecast, by region
6.2.3. Market share analysis by country
6.3. SMEs
6.3.1. Key market trends, growth factors and opportunities
6.3.2. Market size and forecast, by region
6.3.3. Market share analysis by country
CHAPTER 7: TELECOMMUNICATIONS AND BFSI CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION
7.1. Overview
7.1.1. Market size and forecast By Region
7.2. North America
7.2.1. Key market trends, growth factors and opportunities
7.2.2. Market size and forecast, by Offering
7.2.2.1. North America Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.2.2. North America Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.3. Market size and forecast, by Deployment
7.2.4. Market size and forecast, by Enterprise Size
7.2.5. Market size and forecast, by country
7.2.5.1. U.S.
7.2.5.1.1. Market size and forecast, by Offering
7.2.5.1.1.1. U.S. Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.1.1.2. U.S. Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.1.2. Market size and forecast, by Deployment
7.2.5.1.3. Market size and forecast, by Enterprise Size
7.2.5.2. Canada
7.2.5.2.1. Market size and forecast, by Offering
7.2.5.2.1.1. Canada Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.2.1.2. Canada Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.2.5.2.2. Market size and forecast, by Deployment
7.2.5.2.3. Market size and forecast, by Enterprise Size
7.3. Europe
7.3.1. Key market trends, growth factors and opportunities
7.3.2. Market size and forecast, by Offering
7.3.2.1. Europe Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.2.2. Europe Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.3. Market size and forecast, by Deployment
7.3.4. Market size and forecast, by Enterprise Size
7.3.5. Market size and forecast, by country
7.3.5.1. UK
7.3.5.1.1. Market size and forecast, by Offering
7.3.5.1.1.1. UK Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.1.1.2. UK Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.1.2. Market size and forecast, by Deployment
7.3.5.1.3. Market size and forecast, by Enterprise Size
7.3.5.2. Germany
7.3.5.2.1. Market size and forecast, by Offering
7.3.5.2.1.1. Germany Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.2.1.2. Germany Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.2.2. Market size and forecast, by Deployment
7.3.5.2.3. Market size and forecast, by Enterprise Size
7.3.5.3. France
7.3.5.3.1. Market size and forecast, by Offering
7.3.5.3.1.1. France Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.3.1.2. France Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.3.2. Market size and forecast, by Deployment
7.3.5.3.3. Market size and forecast, by Enterprise Size
7.3.5.4. Italy
7.3.5.4.1. Market size and forecast, by Offering
7.3.5.4.1.1. Italy Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.4.1.2. Italy Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.4.2. Market size and forecast, by Deployment
7.3.5.4.3. Market size and forecast, by Enterprise Size
7.3.5.5. Spain
7.3.5.5.1. Market size and forecast, by Offering
7.3.5.5.1.1. Spain Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.5.1.2. Spain Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.5.2. Market size and forecast, by Deployment
7.3.5.5.3. Market size and forecast, by Enterprise Size
7.3.5.6. Netherlands
7.3.5.6.1. Market size and forecast, by Offering
7.3.5.6.1.1. Netherlands Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.6.1.2. Netherlands Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.6.2. Market size and forecast, by Deployment
7.3.5.6.3. Market size and forecast, by Enterprise Size
7.3.5.7. Rest of Europe
7.3.5.7.1. Market size and forecast, by Offering
7.3.5.7.1.1. Rest of Europe Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.7.1.2. Rest of Europe Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.3.5.7.2. Market size and forecast, by Deployment
7.3.5.7.3. Market size and forecast, by Enterprise Size
7.4. Asia-Pacific
7.4.1. Key market trends, growth factors and opportunities
7.4.2. Market size and forecast, by Offering
7.4.2.1. Asia-Pacific Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.2.2. Asia-Pacific Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.3. Market size and forecast, by Deployment
7.4.4. Market size and forecast, by Enterprise Size
7.4.5. Market size and forecast, by country
7.4.5.1. China
7.4.5.1.1. Market size and forecast, by Offering
7.4.5.1.1.1. China Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.1.1.2. China Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.1.2. Market size and forecast, by Deployment
7.4.5.1.3. Market size and forecast, by Enterprise Size
7.4.5.2. Japan
7.4.5.2.1. Market size and forecast, by Offering
7.4.5.2.1.1. Japan Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.2.1.2. Japan Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.2.2. Market size and forecast, by Deployment
7.4.5.2.3. Market size and forecast, by Enterprise Size
7.4.5.3. India
7.4.5.3.1. Market size and forecast, by Offering
7.4.5.3.1.1. India Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.3.1.2. India Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.3.2. Market size and forecast, by Deployment
7.4.5.3.3. Market size and forecast, by Enterprise Size
7.4.5.4. South Korea
7.4.5.4.1. Market size and forecast, by Offering
7.4.5.4.1.1. South Korea Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.4.1.2. South Korea Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.4.2. Market size and forecast, by Deployment
7.4.5.4.3. Market size and forecast, by Enterprise Size
7.4.5.5. Australia
7.4.5.5.1. Market size and forecast, by Offering
7.4.5.5.1.1. Australia Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.5.1.2. Australia Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.5.2. Market size and forecast, by Deployment
7.4.5.5.3. Market size and forecast, by Enterprise Size
7.4.5.6. Singapore
7.4.5.6.1. Market size and forecast, by Offering
7.4.5.6.1.1. Singapore Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.6.1.2. Singapore Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.6.2. Market size and forecast, by Deployment
7.4.5.6.3. Market size and forecast, by Enterprise Size
7.4.5.7. Rest of Asia-Pacific
7.4.5.7.1. Market size and forecast, by Offering
7.4.5.7.1.1. Rest of Asia-Pacific Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.7.1.2. Rest of Asia-Pacific Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.4.5.7.2. Market size and forecast, by Deployment
7.4.5.7.3. Market size and forecast, by Enterprise Size
7.5. LAMEA
7.5.1. Key market trends, growth factors and opportunities
7.5.2. Market size and forecast, by Offering
7.5.2.1. LAMEA Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.2.2. LAMEA Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.3. Market size and forecast, by Deployment
7.5.4. Market size and forecast, by Enterprise Size
7.5.5. Market size and forecast, by country
7.5.5.1. Latin America
7.5.5.1.1. Market size and forecast, by Offering
7.5.5.1.1.1. Latin America Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.1.1.2. Latin America Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.1.2. Market size and forecast, by Deployment
7.5.5.1.3. Market size and forecast, by Enterprise Size
7.5.5.2. Middle East
7.5.5.2.1. Market size and forecast, by Offering
7.5.5.2.1.1. Middle East Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.2.1.2. Middle East Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.2.2. Market size and forecast, by Deployment
7.5.5.2.3. Market size and forecast, by Enterprise Size
7.5.5.3. Africa
7.5.5.3.1. Market size and forecast, by Offering
7.5.5.3.1.1. Africa Solutions Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.3.1.2. Africa Services Telecommunications And Bfsi Customer Engagement Solutions Market by Type
7.5.5.3.2. Market size and forecast, by Deployment
7.5.5.3.3. Market size and forecast, by Enterprise Size
CHAPTER 8: COMPETITIVE LANDSCAPE
8.1. Introduction
8.2. Top winning strategies
8.3. Product mapping of top 10 player
8.4. Competitive dashboard
8.5. Competitive heatmap
8.6. Top player positioning, 2023
CHAPTER 9: COMPANY PROFILES
9.1. Salesforce, Inc.
9.1.1. Company overview
9.1.2. Key executives
9.1.3. Company snapshot
9.1.4. Operating business segments
9.1.5. Product portfolio
9.1.6. Business performance
9.1.7. Key strategic moves and developments
9.2. Oracle Corporation
9.2.1. Company overview
9.2.2. Key executives
9.2.3. Company snapshot
9.2.4. Operating business segments
9.2.5. Product portfolio
9.2.6. Business performance
9.3. BUSINESSNEXT, Inc.
9.3.1. Company overview
9.3.2. Key executives
9.3.3. Company snapshot
9.3.4. Operating business segments
9.3.5. Product portfolio
9.4. Creatio EMEA Ltd
9.4.1. Company overview
9.4.2. Key executives
9.4.3. Company snapshot
9.4.4. Operating business segments
9.4.5. Product portfolio
9.5. Microsoft Corporation
9.5.1. Company overview
9.5.2. Key executives
9.5.3. Company snapshot
9.5.4. Operating business segments
9.5.5. Product portfolio
9.5.6. Business performance
9.5.7. Key strategic moves and developments
9.6. ServiceNow, Inc.
9.6.1. Company overview
9.6.2. Key executives
9.6.3. Company snapshot
9.6.4. Operating business segments
9.6.5. Product portfolio
9.6.6. Business performance
9.7. SAP SE
9.7.1. Company overview
9.7.2. Key executives
9.7.3. Company snapshot
9.7.4. Operating business segments
9.7.5. Product portfolio
9.7.6. Business performance
9.8. Pegasystems Inc.
9.8.1. Company overview
9.8.2. Key executives
9.8.3. Company snapshot
9.8.4. Operating business segments
9.8.5. Product portfolio
9.8.6. Business performance
9.9. NICE Ltd.
9.9.1. Company overview
9.9.2. Key executives
9.9.3. Company snapshot
9.9.4. Operating business segments
9.9.5. Product portfolio
9.9.6. Business performance
9.10. Alvaria, Inc.
9.10.1. Company overview
9.10.2. Key executives
9.10.3. Company snapshot
9.10.4. Operating business segments
9.10.5. Product portfolio
9.10.6. Key strategic moves and developments
9.11. Verint Systems Inc.
9.11.1. Company overview
9.11.2. Key executives
9.11.3. Company snapshot
9.11.4. Operating business segments
9.11.5. Product portfolio
9.11.6. Business performance
9.11.7. Key strategic moves and developments
9.12. Enghouse System Limited
9.12.1. Company overview
9.12.2. Key executives
9.12.3. Company snapshot
9.12.4. Operating business segments
9.12.5. Product portfolio
9.12.6. Business performance
9.13. IBM Corporation
9.13.1. Company overview
9.13.2. Key executives
9.13.3. Company snapshot
9.13.4. Operating business segments
9.13.5. Product portfolio
9.13.6. Business performance
9.14. Zendesk Inc
9.14.1. Company overview
9.14.2. Key executives
9.14.3. Company snapshot
9.14.4. Operating business segments
9.14.5. Product portfolio
9.15. Avaya LLC
9.15.1. Company overview
9.15.2. Key executives
9.15.3. Company snapshot
9.15.4. Operating business segments
9.15.5. Product portfolio
9.15.6. Key strategic moves and developments
9.16. eGain Corporation
9.16.1. Company overview
9.16.2. Key executives
9.16.3. Company snapshot
9.16.4. Operating business segments
9.16.5. Product portfolio
9.16.6. Business performance
9.17. Open Text Corporation.
9.17.1. Company overview
9.17.2. Key executives
9.17.3. Company snapshot
9.17.4. Operating business segments
9.17.5. Product portfolio
9.17.6. Business performance
