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Global CRM Customer Engagement Center Market 2024 by Company, Regions, Type and Application, Forecast to 2030

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1 Market Overview

  • 1.1 Product Overview and Scope of CRM Customer Engagement Center
  • 1.2 Market Estimation Caveats and Base Year
  • 1.3 Classification of CRM Customer Engagement Center by Type
    • 1.3.1 Overview: Global CRM Customer Engagement Center Market Size by Type: 2019 Versus 2023 Versus 2030
    • 1.3.2 Global CRM Customer Engagement Center Consumption Value Market Share by Type in 2023
    • 1.3.3 Cloud Based
    • 1.3.4 Web Based
  • 1.4 Global CRM Customer Engagement Center Market by Application
    • 1.4.1 Overview: Global CRM Customer Engagement Center Market Size by Application: 2019 Versus 2023 Versus 2030
    • 1.4.2 Large Enterprises
    • 1.4.3 SMEs
  • 1.5 Global CRM Customer Engagement Center Market Size & Forecast
  • 1.6 Global CRM Customer Engagement Center Market Size and Forecast by Region
    • 1.6.1 Global CRM Customer Engagement Center Market Size by Region: 2019 VS 2023 VS 2030
    • 1.6.2 Global CRM Customer Engagement Center Market Size by Region, (2019-2030)
    • 1.6.3 North America CRM Customer Engagement Center Market Size and Prospect (2019-2030)
    • 1.6.4 Europe CRM Customer Engagement Center Market Size and Prospect (2019-2030)
    • 1.6.5 Asia-Pacific CRM Customer Engagement Center Market Size and Prospect (2019-2030)
    • 1.6.6 South America CRM Customer Engagement Center Market Size and Prospect (2019-2030)
    • 1.6.7 Middle East and Africa CRM Customer Engagement Center Market Size and Prospect (2019-2030)

2 Company Profiles

  • 2.1 Freshworks
    • 2.1.1 Freshworks Details
    • 2.1.2 Freshworks Major Business
    • 2.1.3 Freshworks CRM Customer Engagement Center Product and Solutions
    • 2.1.4 Freshworks CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.1.5 Freshworks Recent Developments and Future Plans
  • 2.2 Zoho
    • 2.2.1 Zoho Details
    • 2.2.2 Zoho Major Business
    • 2.2.3 Zoho CRM Customer Engagement Center Product and Solutions
    • 2.2.4 Zoho CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.2.5 Zoho Recent Developments and Future Plans
  • 2.3 Zendesk
    • 2.3.1 Zendesk Details
    • 2.3.2 Zendesk Major Business
    • 2.3.3 Zendesk CRM Customer Engagement Center Product and Solutions
    • 2.3.4 Zendesk CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.3.5 Zendesk Recent Developments and Future Plans
  • 2.4 Salesforce
    • 2.4.1 Salesforce Details
    • 2.4.2 Salesforce Major Business
    • 2.4.3 Salesforce CRM Customer Engagement Center Product and Solutions
    • 2.4.4 Salesforce CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.4.5 Salesforce Recent Developments and Future Plans
  • 2.5 Oracle
    • 2.5.1 Oracle Details
    • 2.5.2 Oracle Major Business
    • 2.5.3 Oracle CRM Customer Engagement Center Product and Solutions
    • 2.5.4 Oracle CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.5.5 Oracle Recent Developments and Future Plans
  • 2.6 ServiceNow
    • 2.6.1 ServiceNow Details
    • 2.6.2 ServiceNow Major Business
    • 2.6.3 ServiceNow CRM Customer Engagement Center Product and Solutions
    • 2.6.4 ServiceNow CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.6.5 ServiceNow Recent Developments and Future Plans
  • 2.7 Vtiger
    • 2.7.1 Vtiger Details
    • 2.7.2 Vtiger Major Business
    • 2.7.3 Vtiger CRM Customer Engagement Center Product and Solutions
    • 2.7.4 Vtiger CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.7.5 Vtiger Recent Developments and Future Plans
  • 2.8 SAP
    • 2.8.1 SAP Details
    • 2.8.2 SAP Major Business
    • 2.8.3 SAP CRM Customer Engagement Center Product and Solutions
    • 2.8.4 SAP CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.8.5 SAP Recent Developments and Future Plans
  • 2.9 SugarCRM
    • 2.9.1 SugarCRM Details
    • 2.9.2 SugarCRM Major Business
    • 2.9.3 SugarCRM CRM Customer Engagement Center Product and Solutions
    • 2.9.4 SugarCRM CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.9.5 SugarCRM Recent Developments and Future Plans
  • 2.10 Microsoft
    • 2.10.1 Microsoft Details
    • 2.10.2 Microsoft Major Business
    • 2.10.3 Microsoft CRM Customer Engagement Center Product and Solutions
    • 2.10.4 Microsoft CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.10.5 Microsoft Recent Developments and Future Plans
  • 2.11 Verint Systems
    • 2.11.1 Verint Systems Details
    • 2.11.2 Verint Systems Major Business
    • 2.11.3 Verint Systems CRM Customer Engagement Center Product and Solutions
    • 2.11.4 Verint Systems CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.11.5 Verint Systems Recent Developments and Future Plans
  • 2.12 eGain
    • 2.12.1 eGain Details
    • 2.12.2 eGain Major Business
    • 2.12.3 eGain CRM Customer Engagement Center Product and Solutions
    • 2.12.4 eGain CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.12.5 eGain Recent Developments and Future Plans
  • 2.13 Pegasystems
    • 2.13.1 Pegasystems Details
    • 2.13.2 Pegasystems Major Business
    • 2.13.3 Pegasystems CRM Customer Engagement Center Product and Solutions
    • 2.13.4 Pegasystems CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.13.5 Pegasystems Recent Developments and Future Plans
  • 2.14 CRMNEXT
    • 2.14.1 CRMNEXT Details
    • 2.14.2 CRMNEXT Major Business
    • 2.14.3 CRMNEXT CRM Customer Engagement Center Product and Solutions
    • 2.14.4 CRMNEXT CRM Customer Engagement Center Revenue, Gross Margin and Market Share (2019-2024)
    • 2.14.5 CRMNEXT Recent Developments and Future Plans

3 Market Competition, by Players

  • 3.1 Global CRM Customer Engagement Center Revenue and Share by Players (2019-2024)
  • 3.2 Market Share Analysis (2023)
    • 3.2.1 Market Share of CRM Customer Engagement Center by Company Revenue
    • 3.2.2 Top 3 CRM Customer Engagement Center Players Market Share in 2023
    • 3.2.3 Top 6 CRM Customer Engagement Center Players Market Share in 2023
  • 3.3 CRM Customer Engagement Center Market: Overall Company Footprint Analysis
    • 3.3.1 CRM Customer Engagement Center Market: Region Footprint
    • 3.3.2 CRM Customer Engagement Center Market: Company Product Type Footprint
    • 3.3.3 CRM Customer Engagement Center Market: Company Product Application Footprint
  • 3.4 New Market Entrants and Barriers to Market Entry
  • 3.5 Mergers, Acquisition, Agreements, and Collaborations

4 Market Size Segment by Type

  • 4.1 Global CRM Customer Engagement Center Consumption Value and Market Share by Type (2019-2024)
  • 4.2 Global CRM Customer Engagement Center Market Forecast by Type (2025-2030)

5 Market Size Segment by Application

  • 5.1 Global CRM Customer Engagement Center Consumption Value Market Share by Application (2019-2024)
  • 5.2 Global CRM Customer Engagement Center Market Forecast by Application (2025-2030)

6 North America

  • 6.1 North America CRM Customer Engagement Center Consumption Value by Type (2019-2030)
  • 6.2 North America CRM Customer Engagement Center Consumption Value by Application (2019-2030)
  • 6.3 North America CRM Customer Engagement Center Market Size by Country
    • 6.3.1 North America CRM Customer Engagement Center Consumption Value by Country (2019-2030)
    • 6.3.2 United States CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 6.3.3 Canada CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 6.3.4 Mexico CRM Customer Engagement Center Market Size and Forecast (2019-2030)

7 Europe

  • 7.1 Europe CRM Customer Engagement Center Consumption Value by Type (2019-2030)
  • 7.2 Europe CRM Customer Engagement Center Consumption Value by Application (2019-2030)
  • 7.3 Europe CRM Customer Engagement Center Market Size by Country
    • 7.3.1 Europe CRM Customer Engagement Center Consumption Value by Country (2019-2030)
    • 7.3.2 Germany CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 7.3.3 France CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 7.3.4 United Kingdom CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 7.3.5 Russia CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 7.3.6 Italy CRM Customer Engagement Center Market Size and Forecast (2019-2030)

8 Asia-Pacific

  • 8.1 Asia-Pacific CRM Customer Engagement Center Consumption Value by Type (2019-2030)
  • 8.2 Asia-Pacific CRM Customer Engagement Center Consumption Value by Application (2019-2030)
  • 8.3 Asia-Pacific CRM Customer Engagement Center Market Size by Region
    • 8.3.1 Asia-Pacific CRM Customer Engagement Center Consumption Value by Region (2019-2030)
    • 8.3.2 China CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 8.3.3 Japan CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 8.3.4 South Korea CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 8.3.5 India CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 8.3.6 Southeast Asia CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 8.3.7 Australia CRM Customer Engagement Center Market Size and Forecast (2019-2030)

9 South America

  • 9.1 South America CRM Customer Engagement Center Consumption Value by Type (2019-2030)
  • 9.2 South America CRM Customer Engagement Center Consumption Value by Application (2019-2030)
  • 9.3 South America CRM Customer Engagement Center Market Size by Country
    • 9.3.1 South America CRM Customer Engagement Center Consumption Value by Country (2019-2030)
    • 9.3.2 Brazil CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 9.3.3 Argentina CRM Customer Engagement Center Market Size and Forecast (2019-2030)

10 Middle East & Africa

  • 10.1 Middle East & Africa CRM Customer Engagement Center Consumption Value by Type (2019-2030)
  • 10.2 Middle East & Africa CRM Customer Engagement Center Consumption Value by Application (2019-2030)
  • 10.3 Middle East & Africa CRM Customer Engagement Center Market Size by Country
    • 10.3.1 Middle East & Africa CRM Customer Engagement Center Consumption Value by Country (2019-2030)
    • 10.3.2 Turkey CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 10.3.3 Saudi Arabia CRM Customer Engagement Center Market Size and Forecast (2019-2030)
    • 10.3.4 UAE CRM Customer Engagement Center Market Size and Forecast (2019-2030)

11 Market Dynamics

  • 11.1 CRM Customer Engagement Center Market Drivers
  • 11.2 CRM Customer Engagement Center Market Restraints
  • 11.3 CRM Customer Engagement Center Trends Analysis
  • 11.4 Porters Five Forces Analysis
    • 11.4.1 Threat of New Entrants
    • 11.4.2 Bargaining Power of Suppliers
    • 11.4.3 Bargaining Power of Buyers
    • 11.4.4 Threat of Substitutes
    • 11.4.5 Competitive Rivalry

12 Industry Chain Analysis

  • 12.1 CRM Customer Engagement Center Industry Chain
  • 12.2 CRM Customer Engagement Center Upstream Analysis
  • 12.3 CRM Customer Engagement Center Midstream Analysis
  • 12.4 CRM Customer Engagement Center Downstream Analysis

13 Research Findings and Conclusion

    14 Appendix

    • 14.1 Methodology
    • 14.2 Research Process and Data Source

    According to our (Global Info Research) latest study, the global CRM Customer Engagement Center market size was valued at USD 1791.4 million in 2023 and is forecast to a readjusted size of USD 3116.2 million by 2030 with a CAGR of 8.2% during review period.
    CRM Customer Engagement Center (CEC) is a type of software application that enables customer service and support agents to engage customers through their preferred communication channel. It provides intelligent and proactive support by answering questions, solving problems, and giving advice. It also orchestrates and automates the customer service processes through a case management system that involves both assisted and self-service experiences. CRM Customer Engagement Center (CEC) is a subset of CRM (customer relationship management) software systems that focuses on customer support services.
    The industry trend of CRM Customer Engagement Center (CEC) is driven by the increasing consumer demand for more convenient and flexible shopping options across multiple channels. According to Gartner’s 2021 Market Guide for CRM Customer Engagement Center report1, the market is experiencing renewed interest due to the impact of the COVID-19 pandemic on consumer behavior and retail operations. Retailers are looking for solutions that can help them adapt to the changing customer expectations and preferences for omnichannel fulfillment services such as buy online pick up in store (BOPIS), curbside pickup, ship from store (SFS), etc. The report also notes that the market is shifting towards more cloud-native solutions that can offer more scalability, agility, and innovation than traditional on-premise solutions. Additionally, the market is also moving towards more intelligent solutions that can leverage artificial intelligence (AI) and machine learning (ML) to optimize inventory allocation and order routing decisions based on various factors such as demand patterns, fulfillment costs, service levels, etc.
    The Global Info Research report includes an overview of the development of the CRM Customer Engagement Center industry chain, the market status of Large Enterprises (Cloud Based, Web Based), SMEs (Cloud Based, Web Based), and key enterprises in developed and developing market, and analysed the cutting-edge technology, patent, hot applications and market trends of CRM Customer Engagement Center.
    Regionally, the report analyzes the CRM Customer Engagement Center markets in key regions. North America and Europe are experiencing steady growth, driven by government initiatives and increasing consumer awareness. Asia-Pacific, particularly China, leads the global CRM Customer Engagement Center market, with robust domestic demand, supportive policies, and a strong manufacturing base.
    Key Features:
    The report presents comprehensive understanding of the CRM Customer Engagement Center market. It provides a holistic view of the industry, as well as detailed insights into individual components and stakeholders. The report analysis market dynamics, trends, challenges, and opportunities within the CRM Customer Engagement Center industry.
    The report involves analyzing the market at a macro level:
    Market Sizing and Segmentation: Report collect data on the overall market size, including the revenue generated, and market share of different by Type (e.g., Cloud Based, Web Based).
    Industry Analysis: Report analyse the broader industry trends, such as government policies and regulations, technological advancements, consumer preferences, and market dynamics. This analysis helps in understanding the key drivers and challenges influencing the CRM Customer Engagement Center market.
    Regional Analysis: The report involves examining the CRM Customer Engagement Center market at a regional or national level. Report analyses regional factors such as government incentives, infrastructure development, economic conditions, and consumer behaviour to identify variations and opportunities within different markets.
    Market Projections: Report covers the gathered data and analysis to make future projections and forecasts for the CRM Customer Engagement Center market. This may include estimating market growth rates, predicting market demand, and identifying emerging trends.
    The report also involves a more granular approach to CRM Customer Engagement Center:
    Company Analysis: Report covers individual CRM Customer Engagement Center players, suppliers, and other relevant industry players. This analysis includes studying their financial performance, market positioning, product portfolios, partnerships, and strategies.
    Consumer Analysis: Report covers data on consumer behaviour, preferences, and attitudes towards CRM Customer Engagement Center This may involve surveys, interviews, and analysis of consumer reviews and feedback from different by Application (Large Enterprises, SMEs).
    Technology Analysis: Report covers specific technologies relevant to CRM Customer Engagement Center. It assesses the current state, advancements, and potential future developments in CRM Customer Engagement Center areas.
    Competitive Landscape: By analyzing individual companies, suppliers, and consumers, the report present insights into the competitive landscape of the CRM Customer Engagement Center market. This analysis helps understand market share, competitive advantages, and potential areas for differentiation among industry players.
    Market Validation: The report involves validating findings and projections through primary research, such as surveys, interviews, and focus groups.
    Market Segmentation
    CRM Customer Engagement Center market is split by Type and by Application. For the period 2019-2030, the growth among segments provides accurate calculations and forecasts for consumption value by Type, and by Application in terms of value.
    Market segment by Type
    Cloud Based
    Web Based
    Market segment by Application
    Large Enterprises
    SMEs
    Market segment by players, this report covers
    Freshworks
    Zoho
    Zendesk
    Salesforce
    Oracle
    ServiceNow
    Vtiger
    SAP
    SugarCRM
    Microsoft
    Verint Systems
    eGain
    Pegasystems
    CRMNEXT
    Market segment by regions, regional analysis covers
    North America (United States, Canada, and Mexico)
    Europe (Germany, France, UK, Russia, Italy, and Rest of Europe)
    Asia-Pacific (China, Japan, South Korea, India, Southeast Asia, Australia and Rest of Asia-Pacific)
    South America (Brazil, Argentina and Rest of South America)
    Middle East & Africa (Turkey, Saudi Arabia, UAE, Rest of Middle East & Africa)
    The content of the study subjects, includes a total of 13 chapters:
    Chapter 1, to describe CRM Customer Engagement Center product scope, market overview, market estimation caveats and base year.
    Chapter 2, to profile the top players of CRM Customer Engagement Center, with revenue, gross margin and global market share of CRM Customer Engagement Center from 2019 to 2024.
    Chapter 3, the CRM Customer Engagement Center competitive situation, revenue and global market share of top players are analyzed emphatically by landscape contrast.
    Chapter 4 and 5, to segment the market size by Type and application, with consumption value and growth rate by Type, application, from 2019 to 2030.
    Chapter 6, 7, 8, 9, and 10, to break the market size data at the country level, with revenue and market share for key countries in the world, from 2019 to 2024.and CRM Customer Engagement Center market forecast, by regions, type and application, with consumption value, from 2025 to 2030.
    Chapter 11, market dynamics, drivers, restraints, trends and Porters Five Forces analysis.
    Chapter 12, the key raw materials and key suppliers, and industry chain of CRM Customer Engagement Center.
    Chapter 13, to describe CRM Customer Engagement Center research findings and conclusion.

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