Customer Engagement Centers (CECs) Software Market, Global Outlook and Forecast 2023-2029

Report ID: MMG235284 | Category: Service & Software | Pages: 66 | Format: PDF | Published Date: September 16,2023

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Report Description
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Report Summary

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, 2024-2029, ($ 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.
MARKET MONITOR GLOBAL, INC (MMG) 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, 2024-2029 ($ 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, 2024-2029 ($ 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, 2024-2029 ($ 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.

1 Introduction to Research & Analysis Reports
    1.1 Customer Engagement Centers (CECs) Software Market Definition
    1.2 Market Segments
        1.2.1 Market by Type
        1.2.2 Market by Application
    1.3 Global Customer Engagement Centers (CECs) Software Market Overview
    1.4 Features & Benefits of This Report
    1.5 Methodology & Sources of Information
        1.5.1 Research Methodology
        1.5.2 Research Process
        1.5.3 Base Year
        1.5.4 Report Assumptions & Caveats
2 Global Customer Engagement Centers (CECs) Software Overall Market Size
    2.1 Global Customer Engagement Centers (CECs) Software Market Size: 2022 VS 2029
    2.2 Global Customer Engagement Centers (CECs) Software Market Size, Prospects & Forecasts: 2018-2029
    2.3 Key Market Trends, Opportunity, Drivers and Restraints
        2.3.1 Market Opportunities & Trends
        2.3.2 Market Drivers
        2.3.3 Market Restraints
3 Company Landscape
    3.1 Top Customer Engagement Centers (CECs) Software Players in Global Market
    3.2 Top Global Customer Engagement Centers (CECs) Software Companies Ranked by Revenue
    3.3 Global Customer Engagement Centers (CECs) Software Revenue by Companies
    3.4 Top 3 and Top 5 Customer Engagement Centers (CECs) Software Companies in Global Market, by Revenue in 2022
    3.5 Global Companies Customer Engagement Centers (CECs) Software Product Type
    3.6 Tier 1, Tier 2 and Tier 3 Customer Engagement Centers (CECs) Software Players in Global Market
        3.6.1 List of Global Tier 1 Customer Engagement Centers (CECs) Software Companies
        3.6.2 List of Global Tier 2 and Tier 3 Customer Engagement Centers (CECs) Software Companies
4 Market Sights by Product
    4.1 Overview
        4.1.1 By Type - Global Customer Engagement Centers (CECs) Software Market Size Markets, 2022 & 2029
        4.1.2 Cloud-Based
        4.1.3 On-Premises
    4.2 By Type - Global Customer Engagement Centers (CECs) Software Revenue & Forecasts
        4.2.1 By Type - Global Customer Engagement Centers (CECs) Software Revenue, 2018-2023
        4.2.2 By Type - Global Customer Engagement Centers (CECs) Software Revenue, 2024-2029
        4.2.3 By Type - Global Customer Engagement Centers (CECs) Software Revenue Market Share, 2018-2029
5 Sights by Application
    5.1 Overview
        5.1.1 By Application - Global Customer Engagement Centers (CECs) Software Market Size, 2022 & 2029
        5.1.2 Large Enterprises(1000+ Users)
        5.1.3 Medium-Sized Enterprise(499-1000 Users)
        5.1.4 Small Enterprises(1-499 Users)
    5.2 By Application - Global Customer Engagement Centers (CECs) Software Revenue & Forecasts
        5.2.1 By Application - Global Customer Engagement Centers (CECs) Software Revenue, 2018-2023
        5.2.2 By Application - Global Customer Engagement Centers (CECs) Software Revenue, 2024-2029
        5.2.3 By Application - Global Customer Engagement Centers (CECs) Software Revenue Market Share, 2018-2029
6 Sights by Region
    6.1 By Region - Global Customer Engagement Centers (CECs) Software Market Size, 2022 & 2029
    6.2 By Region - Global Customer Engagement Centers (CECs) Software Revenue & Forecasts
        6.2.1 By Region - Global Customer Engagement Centers (CECs) Software Revenue, 2018-2023
        6.2.2 By Region - Global Customer Engagement Centers (CECs) Software Revenue, 2024-2029
        6.2.3 By Region - Global Customer Engagement Centers (CECs) Software Revenue Market Share, 2018-2029
    6.3 North America
        6.3.1 By Country - North America Customer Engagement Centers (CECs) Software Revenue, 2018-2029
        6.3.2 US Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.3.3 Canada Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.3.4 Mexico Customer Engagement Centers (CECs) Software Market Size, 2018-2029
    6.4 Europe
        6.4.1 By Country - Europe Customer Engagement Centers (CECs) Software Revenue, 2018-2029
        6.4.2 Germany Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.4.3 France Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.4.4 U.K. Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.4.5 Italy Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.4.6 Russia Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.4.7 Nordic Countries Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.4.8 Benelux Customer Engagement Centers (CECs) Software Market Size, 2018-2029
    6.5 Asia
        6.5.1 By Region - Asia Customer Engagement Centers (CECs) Software Revenue, 2018-2029
        6.5.2 China Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.5.3 Japan Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.5.4 South Korea Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.5.5 Southeast Asia Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.5.6 India Customer Engagement Centers (CECs) Software Market Size, 2018-2029
    6.6 South America
        6.6.1 By Country - South America Customer Engagement Centers (CECs) Software Revenue, 2018-2029
        6.6.2 Brazil Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.6.3 Argentina Customer Engagement Centers (CECs) Software Market Size, 2018-2029
    6.7 Middle East & Africa
        6.7.1 By Country - Middle East & Africa Customer Engagement Centers (CECs) Software Revenue, 2018-2029
        6.7.2 Turkey Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.7.3 Israel Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.7.4 Saudi Arabia Customer Engagement Centers (CECs) Software Market Size, 2018-2029
        6.7.5 UAE Customer Engagement Centers (CECs) Software Market Size, 2018-2029
7 Customer Engagement Centers (CECs) Software Companies Profiles
    7.1 Freshworks
        7.1.1 Freshworks Company Summary
        7.1.2 Freshworks Business Overview
        7.1.3 Freshworks Customer Engagement Centers (CECs) Software Major Product Offerings
        7.1.4 Freshworks Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.1.5 Freshworks Key News & Latest Developments
    7.2 Zoho
        7.2.1 Zoho Company Summary
        7.2.2 Zoho Business Overview
        7.2.3 Zoho Customer Engagement Centers (CECs) Software Major Product Offerings
        7.2.4 Zoho Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.2.5 Zoho Key News & Latest Developments
    7.3 Zendesk
        7.3.1 Zendesk Company Summary
        7.3.2 Zendesk Business Overview
        7.3.3 Zendesk Customer Engagement Centers (CECs) Software Major Product Offerings
        7.3.4 Zendesk Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.3.5 Zendesk Key News & Latest Developments
    7.4 Salesforce
        7.4.1 Salesforce Company Summary
        7.4.2 Salesforce Business Overview
        7.4.3 Salesforce Customer Engagement Centers (CECs) Software Major Product Offerings
        7.4.4 Salesforce Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.4.5 Salesforce Key News & Latest Developments
    7.5 Oracle
        7.5.1 Oracle Company Summary
        7.5.2 Oracle Business Overview
        7.5.3 Oracle Customer Engagement Centers (CECs) Software Major Product Offerings
        7.5.4 Oracle Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.5.5 Oracle Key News & Latest Developments
    7.6 ServiceNow
        7.6.1 ServiceNow Company Summary
        7.6.2 ServiceNow Business Overview
        7.6.3 ServiceNow Customer Engagement Centers (CECs) Software Major Product Offerings
        7.6.4 ServiceNow Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.6.5 ServiceNow Key News & Latest Developments
    7.7 Vtiger
        7.7.1 Vtiger Company Summary
        7.7.2 Vtiger Business Overview
        7.7.3 Vtiger Customer Engagement Centers (CECs) Software Major Product Offerings
        7.7.4 Vtiger Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.7.5 Vtiger Key News & Latest Developments
    7.8 SAP
        7.8.1 SAP Company Summary
        7.8.2 SAP Business Overview
        7.8.3 SAP Customer Engagement Centers (CECs) Software Major Product Offerings
        7.8.4 SAP Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.8.5 SAP Key News & Latest Developments
    7.9 SugarCRM
        7.9.1 SugarCRM Company Summary
        7.9.2 SugarCRM Business Overview
        7.9.3 SugarCRM Customer Engagement Centers (CECs) Software Major Product Offerings
        7.9.4 SugarCRM Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.9.5 SugarCRM Key News & Latest Developments
    7.10 Microsoft
        7.10.1 Microsoft Company Summary
        7.10.2 Microsoft Business Overview
        7.10.3 Microsoft Customer Engagement Centers (CECs) Software Major Product Offerings
        7.10.4 Microsoft Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.10.5 Microsoft Key News & Latest Developments
    7.11 Verint Systems
        7.11.1 Verint Systems Company Summary
        7.11.2 Verint Systems Business Overview
        7.11.3 Verint Systems Customer Engagement Centers (CECs) Software Major Product Offerings
        7.11.4 Verint Systems Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.11.5 Verint Systems Key News & Latest Developments
    7.12 eGain
        7.12.1 eGain Company Summary
        7.12.2 eGain Business Overview
        7.12.3 eGain Customer Engagement Centers (CECs) Software Major Product Offerings
        7.12.4 eGain Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.12.5 eGain Key News & Latest Developments
    7.13 Pegasystems
        7.13.1 Pegasystems Company Summary
        7.13.2 Pegasystems Business Overview
        7.13.3 Pegasystems Customer Engagement Centers (CECs) Software Major Product Offerings
        7.13.4 Pegasystems Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.13.5 Pegasystems Key News & Latest Developments
    7.14 CRMNEXT
        7.14.1 CRMNEXT Company Summary
        7.14.2 CRMNEXT Business Overview
        7.14.3 CRMNEXT Customer Engagement Centers (CECs) Software Major Product Offerings
        7.14.4 CRMNEXT Customer Engagement Centers (CECs) Software Revenue in Global Market (2018-2023)
        7.14.5 CRMNEXT Key News & Latest Developments
8 Conclusion
9 Appendix
    9.1 Note
    9.2 Examples of Clients
    9.3 Disclaimer

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Customer Engagement Centers (CECs) Software Market, Global Outlook and Forecast 2023-2029

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