Europe Customer Self-service Software Market By Component (Solution and Services), By Deployment Type (Cloud and On-premise), By End User (BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others), By Country

Europe Customer Self-service Software Market By Component (Solution and Services), By Deployment Type (Cloud and On-premise), By End User (BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others), By Country, Industry Analysis and Forecast, 2020 - 2026

The Europe Customer Self-Service Software Market would witness market growth of 23.3% CAGR during the forecast period (2020-2026).

The software is intended to permit customers to acquire responses to their queries with the help of an automated interview. Such a method assists in improving the degree of user experience and making sure an effective service in comparison to the traditional search-based approach. Self-service solutions are mainly created with a user-centric platform method so that data can be assessed by users from any place and anytime is expected to drive the growth of the market. On the contrary, the majority of small and medium-sized companies are striving to reduce the cost of the contact center. Customer self-service software can significantly assist these companies in restraining these costs while concentrating on increasing the gross profit.

Companies are aggressively installing customer self-services software to bolster their reach to the customers and provide them support on a 24*7 basis. Customer self-service software solutions permit enterprises to fulfil the ever-changing needs of their customers effectively, hence rising the degree of customer satisfaction and supporting the retention of the customer. In addition to managing customer relationships, customer self-service software can also assist companies in managing relationships of the employee. This will help enterprises to significantly reduce the expenses for procuring customer relationship management and employee relationship management software. These are a few significant components that are anticipated to boost market development over the forecast period.

The threats related to data breaches from a third-party vendor could lead companies to reconsider their investments in Self Service solutions as, it puts the customer data on risk of sharing to other companies. The economic slowdown emerging from the outbreak of the COVID-19 pandemic is anticipated to generate strategic change buying criteria of enterprises, as organizations have begun prioritizing business stability while putting new investments instead of investing in new services and solutions. This is also anticipated to hamper the market growth over the forecast period.

Based on Component, the market is segmented into Solution and Services. Solution segment is further bifurcated across Web Self-service, Mobile Self-service, Intelligent Virtual Assistants, Social Media & Community Self-service, Email Management, and Others. Services segment is further segmented into Professional Services and Managed Services. Based on Deployment Type, the market is segmented into Cloud and On-premise. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others. Based on countries, the market is segmented into Germany, UK, France, Russia, Spain, Italy, and Rest of Europe.

The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Avaya Holdings Corporation, Verint Systems, Inc., Zendesk, Inc., BMC Software, Inc. (KKR & Co., Inc.) and Aspect Software, Inc. (Vector Capital)

Scope of the Study

Market Segmentation:

By Component

  • Solution
  • Web Self-service
  • Mobile Self-service
  • Intelligent Virtual Assistants
  • Social Media & Community Self-service
  • Email Management
  • Others
  • Services
  • Professional Services
  • Managed Services
By Deployment Type
  • Cloud
  • On-premise
By End User
  • BFSI
  • Retail and Consumer Goods
  • Government & Defense
  • Healthcare
  • Telecom & IT
  • Manufacturing
  • Others
By Country
  • Germany
  • UK
  • France
  • Russia
  • Spain
  • Italy
  • Rest of Europe
Companies Profiled
  • Microsoft Corporation
  • Nuance Communications, Inc.
  • Oracle Corporation
  • SAP SE
  • Salesforce.com, Inc.
  • Avaya Holdings Corporation
  • Verint Systems, Inc.
  • Zendesk, Inc.
  • BMC Software, Inc. (KKR & Co., Inc.)
  • Aspect Software, Inc. (Vector Capital)
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Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 Europe Customer Self-service Software Market, by Component
1.4.2 Europe Customer Self-service Software Market, by Deployment Type
1.4.3 Europe Customer Self-service Software Market, by End User
1.4.4 Europe Customer Self-service Software Market, by Country
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.2 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
Chapter 3. Competition Analysis - Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Acquisition and Mergers
3.3 Top Winning Strategies
3.3.1 Key Leading Strategies: Percentage Distribution (2016-2020)
3.3.2 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2017, Mar – 2020, Dec) Leading Players
3.3.3 Key Strategic Move: (Product Launches and Product Expansions : 2017, Apr – 2020, Oct) Leading Players
Chapter 4. Europe Customer Self-service Software Market by Component
4.1 Europe Customer Self-service Software Solution Market by Country
4.2 Europe Customer Self-service Software Market by Solution Type
4.2.1 Europe Customer Self-service Software Web Self-service Market by Country
4.2.2 Europe Customer Self-service Software Mobile Self-service Market by Country
4.2.3 Europe Customer Self-service Software Intelligent Virtual Assistants Market by Country
4.2.4 Europe Customer Self-service Software Social Media & Community Self-service Market by Country
4.2.5 Europe Customer Self-service Software Email Management Market by Country
4.2.6 Europe Other Solution Type Customer Self-service Software Market by Country
4.3 Europe Customer Self-service Software Services Market by Country
4.4 Europe Customer Self-service Software Market by Services Type
4.4.1 Europe Professional Services Customer Self-service Software Market by Country
4.4.2 Europe Managed Services Customer Self-service Software Market by Country
Chapter 5. Europe Customer Self-service Software Market by Deployment Type
5.1 Europe Cloud Customer Self-service Software Market by Country
5.2 Europe On-premise Customer Self-service Software Market by Country
Chapter 6. Europe Customer Self-service Software Market by End User
6.1 Europe BFSI Customer Self-service Software Market by Country
6.2 Europe Retail and Consumer Goods Customer Self-service Software Market by Country
6.3 Europe Government & Defense Customer Self-service Software Market by Country
6.4 Europe Healthcare Customer Self-service Software Market by Country
6.5 Europe Telecom & IT Customer Self-service Software Market by Country
6.6 Europe Manufacturing Customer Self-service Software Market by Country
6.7 Europe Others Customer Self-service Software Market by Country
Chapter 7. Europe Customer Self-service Software Market by Country
7.1 Germany Customer Self-service Software Market
7.1.1 Germany Customer Self-service Software Market by Component
7.1.1.1 Germany Customer Self-service Software Market by Solution Type
7.1.1.2 Germany Customer Self-service Software Market by Services Type
7.1.2 Germany Customer Self-service Software Market by Deployment Type
7.1.3 Germany Customer Self-service Software Market by End User
7.2 UK Customer Self-service Software Market
7.2.1 UK Customer Self-service Software Market by Component
7.2.1.1 UK Customer Self-service Software Market by Solution Type
7.2.1.2 UK Customer Self-service Software Market by Services Type
7.2.2 UK Customer Self-service Software Market by Deployment Type
7.2.3 UK Customer Self-service Software Market by End User
7.3 France Customer Self-service Software Market
7.3.1 France Customer Self-service Software Market by Component
7.3.1.1 France Customer Self-service Software Market by Solution Type
7.3.1.2 France Customer Self-service Software Market by Services Type
7.3.2 France Customer Self-service Software Market by Deployment Type
7.3.3 France Customer Self-service Software Market by End User
7.4 Russia Customer Self-service Software Market
7.4.1 Russia Customer Self-service Software Market by Component
7.4.1.1 Russia Customer Self-service Software Market by Solution Type
7.4.1.2 Russia Customer Self-service Software Market by Services Type
7.4.2 Russia Customer Self-service Software Market by Deployment Type
7.4.3 Russia Customer Self-service Software Market by End User
7.5 Spain Customer Self-service Software Market
7.5.1 Spain Customer Self-service Software Market by Component
7.5.1.1 Spain Customer Self-service Software Market by Solution Type
7.5.1.2 Spain Customer Self-service Software Market by Services Type
7.5.2 Spain Customer Self-service Software Market by Deployment Type
7.5.3 Spain Customer Self-service Software Market by End User
7.6 Italy Customer Self-service Software Market
7.6.1 Italy Customer Self-service Software Market by Component
7.6.1.1 Italy Customer Self-service Software Market by Solution Type
7.6.1.2 Italy Customer Self-service Software Market by Services Type
7.6.2 Italy Customer Self-service Software Market by Deployment Type
7.6.3 Italy Customer Self-service Software Market by End User
7.7 Rest of Europe Customer Self-service Software Market
7.7.1 Rest of Europe Customer Self-service Software Market by Component
7.7.1.1 Rest of Europe Customer Self-service Software Market by Solution Type
7.7.1.2 Rest of Europe Customer Self-service Software Market by Services Type
7.7.2 Rest of Europe Customer Self-service Software Market by Deployment Type
7.7.3 Rest of Europe Customer Self-service Software Market by End User
Chapter 8. Company Profiles
8.1 Microsoft Corporation
8.1.1 Company Overview
8.1.2 Financial Analysis
8.1.3 Segmental and Regional Analysis
8.1.4 Research & Development Expenses
8.1.5 Recent strategies and developments:
8.1.5.1 Partnerships, Collaborations, and Agreements:
8.1.5.2 Acquisition and Mergers:
8.1.6 SWOT Analysis
8.2 Nuance Communications, Inc.
8.2.1 Company Overview
8.2.2 Financial Analysis
8.2.3 Segmental and Regional Analysis
8.2.4 Research & Development Expense
8.2.1 Recent strategies and developments:
8.2.1.1 Partnerships, Collaborations, and Agreements:
8.2.1.2 Acquisition and Mergers:
8.2.1.3 Product Launches and Product Expansions:
8.2.2 SWOT Analysis
8.3 Oracle Corporation
8.3.1 Company Overview
8.3.2 Financial Analysis
8.3.3 Segmental and Regional Analysis
8.3.4 Research & Development Expense
8.3.5 Recent strategies and developments:
8.3.5.1 Product Launches and Product Expansions:
8.3.6 SWOT Analysis
8.4 SAP SE
8.4.1 Company Overview
8.4.2 Financial Analysis
8.4.3 Segmental and Regional Analysis
8.4.4 Research & Development Expense
8.4.5 Recent strategies and developments:
8.4.5.1 Partnerships, Collaborations, and Agreements:
8.4.5.2 Product Launches and Product Expansions:
8.4.6 SWOT Analysis
8.5 Salesforce.com, Inc.
8.5.1 Company Overview
8.5.2 Financial Analysis
8.5.3 Regional Analysis
8.5.4 Research & Development Expense
8.5.5 Recent strategies and developments:
8.5.5.1 Partnerships, Collaborations, and Agreements:
8.5.5.2 Acquisition and Mergers:
8.5.6 SWOT Analysis
8.6 Avaya Holdings Corporation
8.6.1 Company Overview
8.6.2 Financial Analysis
8.6.3 Segmental and Regional Analysis
8.6.4 Research & Development Expense
8.6.5 Recent strategies and developments:
8.6.5.1 Partnerships, Collaborations, and Agreements:
8.6.5.2 Product Launches and Product Expansions:
8.7 Verint Systems, Inc.
8.7.1 Company Overview
8.7.2 Financial Analysis
8.7.3 Segmental and Regional Analysis
8.7.4 Research and Development Expense
8.7.5 Recent strategies and developments:
8.7.5.1 Acquisition and Mergers:
8.7.5.2 Product Launches and Product Expansions:
8.8 Zendesk, Inc.
8.8.1 Company Overview
8.8.2 Financial Analysis
8.8.3 Regional Analysis
8.8.4 Research & Development Expense
8.8.5 Recent strategies and developments:
8.8.5.1 Partnerships, Collaborations, and Agreements:
8.8.5.2 Acquisition and Mergers:
8.8.5.3 Product Launches and Product Expansions:
8.9 BMC Software, Inc. (KKR & Co., Inc.)
8.9.1 Company Overview
8.9.2 Financial Analysis
8.9.3 Regional Analysis
8.9.4 Recent strategies and developments:
8.9.4.1 Acquisition and Mergers:
8.9.4.2 Product Launches and Product Expansions:
8.10. Aspect Software, Inc. (Vector Capital)
8.10.1 Company Overview
8.10.2 Recent strategies and developments:
8.10.2.1 Partnerships, Collaborations, and Agreements:
8.10.2.2 Product Launches and Product Expansions:

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