客戶參與:全球市場佔有率(2024年)

Customer Engagement: Worldwide Market Shares 2024

出版日期: 2025年09月18日 | 出版商:

Analysys Mason | 英文 43 Slides | 商品交期: 最快1-2個工作天內

價格

簡介目錄

"2024 年，對話式 AI 產品顯著推動了電信業者在客戶互動解決方案上的支出。"

本報告提供了 2024 年電信業者在特定客戶互動軟體系統及相關服務上的支出市佔率數據。該報告還詳細介紹了不同交付模式、供應商和地區的支出差異，並概述了市場上的主要供應商。

顧客互動市佔率報告解答的關鍵問題

電信業客戶互動軟體系統的整體市場規模是多少？電信業者的支出驅動因素有哪些？
客戶互動系統市場的主要供應商有哪些？它們的收入佔有率是多少？
電信業者在產品和專業服務上的支出有哪些驅動因素和成長率？

受眾

需要了解成長放緩和細分市場的供應商策略團隊
負責功能與地理重點的產品管理團隊，以及負責市佔率成長的產品行銷團隊
希望了解自身與競爭對手對比情況的供應商市場情報團隊
正在規劃數位轉型之旅並希望確保現有供應商保持最新狀態的電信營運商

本報告及其相關資料附件提供：

客戶互動系統和服務市場的詳細市場佔有率數據：
- 四個細分市場：客戶體驗管理 (CXM)、客戶旅程管理 (CJM)、產品生命週期管理和目錄 (OLMC) 以及銷售和行銷線索管理 (SMLM)
- 兩種產品類型：產品與專業服務
- 八地區：中東歐、亞太已開發地區、亞太新興地區、拉丁美洲、中東和北非、北美、撒哈拉以南非洲和西歐
分析影響顧客互動市場的商業環境與區域動態
詳細的市場定義
供應商推薦
14 個市場參與者的詳細資料

刊載企業

Amdocs
Concentrix
CSG
Ericsson
Flytxt

Foundever
Genesys
Netcracker
NICE
Oracle

Salesforce
ServiceNow
TP
Zendesk

簡介目錄

"Offerings with conversational AI drove strong growth in telecoms operator spending on customer engagement solutions in 2024."

This report provides market share data for telecoms operator spending on telecoms-specific customer engagement software systems and related services for 2024. It provides details of how the spending varied by delivery model, vendor and region. The report also includes profiles of the leading vendors in the market.

Key questions answered in the customer engagement market share report:

What was the overall size of the market (customer engagement software systems for the telecoms industry) and what drove this spending among telecoms operator?
Who are the major vendors and what is their share of revenue in the customer engagement systems market?
What are the different drivers and growth rates of operator spending on products and professional services?

Who should read this report:

Vendor strategy teams that need to understand where growth is slowing and where it is increasing across different sub-segment categories
Product management teams that are responsible for feature functionality and geographical focus, and product marketing teams that are responsible for market-share growth
Vendors' market intelligence teams that want to understand how their competitors compare to each other
Telecoms operators that are planning digital transformation journeys and want to ensure that their current vendors are staying up to date

This report and the associated data annex provide:

detailed market share data for the customer engagement systems and services market, split by:
- four sub-segments: customer experience management (CXM), customer journey management (CJM), offer lifecycle management and catalogues (OLMC) and sales and marketing lead management (SMLM)
- two delivery types: product and professional services
- eight geographical regions: Central and Eastern Europe (CEE), developed Asia-Pacific (DVAP), emerging Asia-Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE)
analysis of the business environment and regional dynamics that will influence the customer engagement market
a detailed market definition
recommendations for vendors
detailed profiles of 14 vendors in this market.