Customer Relationship Management (CRM) Customer Engagement Center Market, Global Outlook and Forecast 2023-2029

Report ID: MMG100054 | Category: Service & Software | Pages: 63 | Format: PDF | Published Date: July 12,2023

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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 Relationship Management (CRM) Customer Engagement Center, 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 Relationship Management (CRM) Customer Engagement Center. This report contains market size and forecasts of Customer Relationship Management (CRM) Customer Engagement Center in global, including the following market information:
Global Customer Relationship Management (CRM) Customer Engagement Center Market Revenue, 2018-2023, 2024-2029, ($ millions)
Global top five companies in 2022 (%)
The global Customer Relationship Management (CRM) Customer Engagement Center 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.
Small (Below 50 agents) Segment to Reach $ Million by 2029, with a % CAGR in next six years.
The global key manufacturers of Customer Relationship Management (CRM) Customer Engagement Center include Service Cloud, Pegasystems, Microsoft, Oracle, Zendesk, SAP, Brian Manusama, Nadine LeBlanc and Terilyn Palanca, 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 Relationship Management (CRM) Customer Engagement Center 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 Relationship Management (CRM) Customer Engagement Center Market, by Type, 2018-2023, 2024-2029 ($ millions)
Global Customer Relationship Management (CRM) Customer Engagement Center Market Segment Percentages, by Type, 2022 (%)
    Small (Below 50 agents)
    Medium Size (50-500 agents)
    Large (over 500 agents)
Global Customer Relationship Management (CRM) Customer Engagement Center Market, by Application, 2018-2023, 2024-2029 ($ millions)
Global Customer Relationship Management (CRM) Customer Engagement Center Market Segment Percentages, by Application, 2022 (%)
    BFSI
    Education
    Manufacturing
    Telecom & IT
    E-Commerce
    Others
Global Customer Relationship Management (CRM) Customer Engagement Center Market, By Region and Country, 2018-2023, 2024-2029 ($ Millions)
Global Customer Relationship Management (CRM) Customer Engagement Center 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 Relationship Management (CRM) Customer Engagement Center revenues in global market, 2018-2023 (estimated), ($ millions)
Key companies Customer Relationship Management (CRM) Customer Engagement Center revenues share in global market, 2022 (%)
Further, the report presents profiles of competitors in the market, key players include:
    Service Cloud
    Pegasystems
    Microsoft
    Oracle
    Zendesk
    SAP
    Brian Manusama
    Nadine LeBlanc
    Terilyn Palanca
    Hai Swinehar
    Salesforce
    Freshworks
    Servicenow
Outline of Major Chapters:
Chapter 1: Introduces the definition of Customer Relationship Management (CRM) Customer Engagement Center, market overview.
Chapter 2: Global Customer Relationship Management (CRM) Customer Engagement Center market size in revenue.
Chapter 3: Detailed analysis of Customer Relationship Management (CRM) Customer Engagement Center 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 Relationship Management (CRM) Customer Engagement Center 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 Relationship Management (CRM) Customer Engagement Center Market Definition
    1.2 Market Segments
        1.2.1 Market by Type
        1.2.2 Market by Application
    1.3 Global Customer Relationship Management (CRM) Customer Engagement Center 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 Relationship Management (CRM) Customer Engagement Center Overall Market Size
    2.1 Global Customer Relationship Management (CRM) Customer Engagement Center Market Size: 2022 VS 2029
    2.2 Global Customer Relationship Management (CRM) Customer Engagement Center 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 Relationship Management (CRM) Customer Engagement Center Players in Global Market
    3.2 Top Global Customer Relationship Management (CRM) Customer Engagement Center Companies Ranked by Revenue
    3.3 Global Customer Relationship Management (CRM) Customer Engagement Center Revenue by Companies
    3.4 Top 3 and Top 5 Customer Relationship Management (CRM) Customer Engagement Center Companies in Global Market, by Revenue in 2022
    3.5 Global Companies Customer Relationship Management (CRM) Customer Engagement Center Product Type
    3.6 Tier 1, Tier 2 and Tier 3 Customer Relationship Management (CRM) Customer Engagement Center Players in Global Market
        3.6.1 List of Global Tier 1 Customer Relationship Management (CRM) Customer Engagement Center Companies
        3.6.2 List of Global Tier 2 and Tier 3 Customer Relationship Management (CRM) Customer Engagement Center Companies
4 Market Sights by Product
    4.1 Overview
        4.1.1 By Type - Global Customer Relationship Management (CRM) Customer Engagement Center Market Size Markets, 2022 & 2029
        4.1.2 Small (Below 50 agents)
        4.1.3 Medium Size (50-500 agents)
        4.1.4 Large (over 500 agents)
    4.2 By Type - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue & Forecasts
        4.2.1 By Type - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2023
        4.2.2 By Type - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2024-2029
        4.2.3 By Type - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue Market Share, 2018-2029
5 Sights by Application
    5.1 Overview
        5.1.1 By Application - Global Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2022 & 2029
        5.1.2 BFSI
        5.1.3 Education
        5.1.4 Manufacturing
        5.1.5 Telecom & IT
        5.1.6 E-Commerce
        5.1.7 Others
    5.2 By Application - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue & Forecasts
        5.2.1 By Application - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2023
        5.2.2 By Application - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2024-2029
        5.2.3 By Application - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue Market Share, 2018-2029
6 Sights by Region
    6.1 By Region - Global Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2022 & 2029
    6.2 By Region - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue & Forecasts
        6.2.1 By Region - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2023
        6.2.2 By Region - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2024-2029
        6.2.3 By Region - Global Customer Relationship Management (CRM) Customer Engagement Center Revenue Market Share, 2018-2029
    6.3 North America
        6.3.1 By Country - North America Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2029
        6.3.2 US Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.3.3 Canada Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.3.4 Mexico Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
    6.4 Europe
        6.4.1 By Country - Europe Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2029
        6.4.2 Germany Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.4.3 France Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.4.4 U.K. Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.4.5 Italy Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.4.6 Russia Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.4.7 Nordic Countries Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.4.8 Benelux Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
    6.5 Asia
        6.5.1 By Region - Asia Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2029
        6.5.2 China Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.5.3 Japan Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.5.4 South Korea Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.5.5 Southeast Asia Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.5.6 India Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
    6.6 South America
        6.6.1 By Country - South America Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2029
        6.6.2 Brazil Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.6.3 Argentina Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
    6.7 Middle East & Africa
        6.7.1 By Country - Middle East & Africa Customer Relationship Management (CRM) Customer Engagement Center Revenue, 2018-2029
        6.7.2 Turkey Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.7.3 Israel Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.7.4 Saudi Arabia Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
        6.7.5 UAE Customer Relationship Management (CRM) Customer Engagement Center Market Size, 2018-2029
7 Customer Relationship Management (CRM) Customer Engagement Center Companies Profiles
    7.1 Service Cloud
        7.1.1 Service Cloud Company Summary
        7.1.2 Service Cloud Business Overview
        7.1.3 Service Cloud Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.1.4 Service Cloud Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.1.5 Service Cloud Key News & Latest Developments
    7.2 Pegasystems
        7.2.1 Pegasystems Company Summary
        7.2.2 Pegasystems Business Overview
        7.2.3 Pegasystems Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.2.4 Pegasystems Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.2.5 Pegasystems Key News & Latest Developments
    7.3 Microsoft
        7.3.1 Microsoft Company Summary
        7.3.2 Microsoft Business Overview
        7.3.3 Microsoft Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.3.4 Microsoft Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.3.5 Microsoft Key News & Latest Developments
    7.4 Oracle
        7.4.1 Oracle Company Summary
        7.4.2 Oracle Business Overview
        7.4.3 Oracle Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.4.4 Oracle Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.4.5 Oracle Key News & Latest Developments
    7.5 Zendesk
        7.5.1 Zendesk Company Summary
        7.5.2 Zendesk Business Overview
        7.5.3 Zendesk Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.5.4 Zendesk Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.5.5 Zendesk Key News & Latest Developments
    7.6 SAP
        7.6.1 SAP Company Summary
        7.6.2 SAP Business Overview
        7.6.3 SAP Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.6.4 SAP Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.6.5 SAP Key News & Latest Developments
    7.7 Brian Manusama
        7.7.1 Brian Manusama Company Summary
        7.7.2 Brian Manusama Business Overview
        7.7.3 Brian Manusama Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.7.4 Brian Manusama Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.7.5 Brian Manusama Key News & Latest Developments
    7.8 Nadine LeBlanc
        7.8.1 Nadine LeBlanc Company Summary
        7.8.2 Nadine LeBlanc Business Overview
        7.8.3 Nadine LeBlanc Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.8.4 Nadine LeBlanc Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.8.5 Nadine LeBlanc Key News & Latest Developments
    7.9 Terilyn Palanca
        7.9.1 Terilyn Palanca Company Summary
        7.9.2 Terilyn Palanca Business Overview
        7.9.3 Terilyn Palanca Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.9.4 Terilyn Palanca Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.9.5 Terilyn Palanca Key News & Latest Developments
    7.10 Hai Swinehar
        7.10.1 Hai Swinehar Company Summary
        7.10.2 Hai Swinehar Business Overview
        7.10.3 Hai Swinehar Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.10.4 Hai Swinehar Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.10.5 Hai Swinehar Key News & Latest Developments
    7.11 Salesforce
        7.11.1 Salesforce Company Summary
        7.11.2 Salesforce Business Overview
        7.11.3 Salesforce Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.11.4 Salesforce Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.11.5 Salesforce Key News & Latest Developments
    7.12 Freshworks
        7.12.1 Freshworks Company Summary
        7.12.2 Freshworks Business Overview
        7.12.3 Freshworks Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.12.4 Freshworks Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.12.5 Freshworks Key News & Latest Developments
    7.13 Servicenow
        7.13.1 Servicenow Company Summary
        7.13.2 Servicenow Business Overview
        7.13.3 Servicenow Customer Relationship Management (CRM) Customer Engagement Center Major Product Offerings
        7.13.4 Servicenow Customer Relationship Management (CRM) Customer Engagement Center Revenue in Global Market (2018-2023)
        7.13.5 Servicenow Key News & Latest Developments
8 Conclusion
9 Appendix
    9.1 Note
    9.2 Examples of Clients
    9.3 Disclaimer

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Customer Relationship Management (CRM) Customer Engagement Center Market, Global Outlook and Forecast 2023-2029

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