Customer Communications Management Market by Component (Solutions and Services), Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail & eCommerce, Travel & Hospitality, Healthcare), and Region - Global Forecast to 2026

Customer Communications Management Market by Component (Solutions and Services), Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail & eCommerce, Travel & Hospitality, Healthcare), and Region - Global Forecast to 2026

MarketsandMarkets forecasts the global post-COVID-19 CCM market size to grow from USD 1.3 billion in 2021 to USD 2.2 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 11.2% during the forecast period. The major growth drivers for the market include increasing adoption of CCM solutions and services in various verticals such as IT and telecom, retail and eCommerce, healthcare, BFSI, travel and hospitality, government, utilities, and other verticals.

Among component, solution segment to hold a larger market size during the forecast period
The solution segment is expected to hold the largest market size during the forecast period. Enterprises deploy CCM solutions to provide customers highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries would be resolved through automatic response processes and solutions wherein customers receive real-time feedback on their queries. Enterprises are aware of the importance of each interaction, which carries customers’ perception of products or brands. Solutions such as omnichannel, ML, analytics, and workforce optimization are the backbone of modern customer services, which offer brands and products a competitive edge.

Among Verticals, IT and Telecom vertical to grow at the highest CAGR during the forecast period
CCM market is segmented into IT and telecom, retail and eCommerce, BFSI, travel and hospitality, healthcare, government, utilities, and other verticals. CCM solutions help simplify IT infrastructure through a single, comprehensive solution for batch automation and interactive communications generation. In this way, companies can utilize data while creating documents. This enables them to create valuable content and contribute directly to objectives of their customer experience strategy. Therefore, telecommunications and IT companies have started investing in CCM solutions that would help them deliver high-quality services to their customers.

Asia Pacific (APAC) to grow at the highest CAGR during the forecast period
APAC countries are increasingly investing in CCM projects. The CCM market in APAC has been sub-segmented into China, Japan, India, and the rest of APAC. These countries act as a major driver for the growth of the market in the region. The increasing internet penetration and per user online consumption have led organizations to enhance their offerings in the CCM market. This rapid growth is because of its growing technology adoption rate. The growth of SMEs in the region has increased their spending on advanced technologies, such as AI, ML, and data analytics, to compete in the market and capture more opportunities. The implementation of CCM solutions has become more plausible for these businesses. Cloud computing is adopted on a large scale by organizations in the region’s developed economies, such as Japan, ANZ, and Singapore. As the cloud technology is used as a repository of data for further analysis, its increased adoption is expected to drive the growth of the CCM market.

By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
By Designation: C-Level Executives: 50%, Directors: 30%, Others: 20%
By Region: North America: 30%, Europe: 30%, APAC: 25%, MEA: 10%, Latin America:5%

The report includes the study of the key players offering CCM solutions and services. It profiles major vendors in the global CCM market, including Adobe(US), Oracle(US), OpenText(US), Zendesk(US), Newgen Software(India), Capgemini(France), Quadient(France), Smart Communications(England), Sefas(France), CEDAR CX Technologies(US), Messagepoint(Canada), Doxim(Canada), Topdown(US), Napersoft(US), Ecrion(US), Doxee(Italy), Papyrus Software(Austria), Hyland(US), Bitrix24(US), Braze(US), HelpCrunch(US), AdventSys(India), Front(US), Trengo(Netherlands), Podium(US), Pitney Bowes(US).

Research coverage
The report segments the global CCM market by component, by deployment mode, by organization size, by verticals, and by region. The component includes solutions and services. The deployment mode comprises of on-premises and cloud. The organization size include large enterprises and SMEs. The CCM market by verticals include IT and telecom, retail and eCommerce, healthcare, BFSI, travel and hospitality, government, utilities, and other verticals. The report covers the CCM market with respect to 5 major regions, namely, North America, Europe, Asia Pacific (APAC), the Middle East and Africa (MEA) and Latin America.

The report would help the market leaders and new entrants in the global CCM market in the following ways:
1. The report segments the market into various subsegments. Hence it covers the market comprehensively. It provides the closest approximations of the revenue numbers for the overall market and its subsegments. The market numbers are split further across applications and regions.
2. It helps in understanding the overall growth of the market. It also provides information about key market drivers, restraints, challenges, and opportunities.
3. It helps stakeholders in understanding their competitors better and gaining more insights to strengthen their positions in the market. The study also presents the positioning of the key players based on their product offerings and business strategies.


  • INTRODUCTION
    • INTRODUCTION TO COVID-19
    • COVID-19 HEALTH ASSESSMENT
    • COVID-19 ECONOMIC ASSESSMENT
      • COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
      • INCLUSIONS AND EXCLUSIONS
    • MARKET SCOPE
      • MARKET SEGMENTATION
      • REGIONS COVERED
      • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY CONSIDERED
      • Table US DOLLAR EXCHANGE RATES, 2018–2020
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
        • Table PRIMARY INTERVIEWS
    • DATA TRIANGULATION
    • MARKET SIZE ESTIMATION
      • TOP-DOWN APPROACH
      • BOTTOM-UP APPROACH
    • MARKET FORECAST
      • Table FACTOR ANALYSIS
    • COMPANY EVALUATION QUADRANT METHODOLOGY
    • START-UP/SME EVALUATION QUADRANT METHODOLOGY
    • ASSUMPTIONS FOR THE STUDY
    • LIMITATIONS OF THE STUDY
    • IMPLICATIONS OF COVID-19 ON THE CUSTOMER COMMUNICATIONS MANAGEMENT MARKET
  • EXECUTIVE SUMMARY
    • Table GLOBAL CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE AND GROWTH RATE, 2016–2020 (USD MILLION, Y-O-Y%)
    • Table GLOBAL CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE AND GROWTH RATE, 2021–2026 (USD MILLION, Y-O-Y%)
  • PREMIUM INSIGHTS
    • ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER COMMUNICATIONS MANAGEMENT MARKET
    • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET: TOP THREE VERTICALS
    • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY REGION
    • NORTH AMERICAN CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY COMPONENT AND VERTICAL
  • MARKET OVERVIEW AND INDUSTRY TRENDS
    • INTRODUCTION
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
    • CASE STUDY ANALYSIS
      • ACUITY SAVES TIME AND SECURES COMPLIANCE WITH OPENTEXT EXSTREAM
      • NEWGEN'S CCM IMPLEMENTATION HELPED GENERAL INSURANCE COMPANY IN DELIVERING HOLISTIC AND EFFECTIVE CUSTOMER COMMUNICATION
      • CCM SOLUTION BUILT ON UNISERVE NXT PLATFORM HELPED A LEADING BANK
      • SCHWAN'S COMPANY USES ORACLE CROSS-CHANNEL MARKETING
      • QUADIENT INSPIRE SOLUTIONS HELPED NCP SOLUTIONS
      • TRANSFORMATION OF CUSTOMER COMMUNICATION MANAGEMENT TECHNOLOGY WITH A CLOUD-BASED ROBUST CUSTOMER COMMUNICATION MANAGEMENT SOLUTION
    • CUSTOMER COMMUNICATION MANAGEMENT MARKET: COVID-19 IMPACT
    • PATENT ANALYSIS
      • METHODOLOGY
      • DOCUMENT TYPE
        • Table PATENTS FILED
      • INNOVATION AND PATENT APPLICATIONS
    • TECHNOLOGY ANALYSIS
      • AI AND CUSTOMER COMMUNICATIONS MANAGEMENT
      • AR/VR AND CUSTOMER COMMUNICATIONS MANAGEMENT
      • 5G AND CUSTOMER COMMUNICATIONS MANAGEMENT
      • BLOCKCHAIN AND CUSTOMER COMMUNICATIONS MANAGEMENT
    • PORTER'S FIVE FORCES ANALYSIS
      • Table IMPACT OF EACH FORCE ON THE CUSTOMER COMMUNICATIONS MANAGEMENT MARKET
      • THREAT OF NEW ENTRANTS
      • THREAT OF SUBSTITUTES
      • BARGAINING POWER OF SUPPLIERS
      • BARGAINING POWER OF BUYERS
      • INTENSITY OF COMPETITIVE RIVALRY
  • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY COMPONENT
    • INTRODUCTION
      • COMPONENTS: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • COMPONENTS: COVID-19 IMPACT
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
    • SOLUTIONS
      • Table SOLUTIONS: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table SOLUTIONS: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • SERVICES
      • Table SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
      • Table SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
      • Table SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
      • MANAGED SERVICES
        • Table MANAGED SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
        • Table MANAGED SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
      • PROFESSIONAL SERVICES
        • Table PROFESSIONAL SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
        • Table PROFESSIONAL SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
        • Table PROFESSIONAL SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
        • Table PROFESSIONAL SERVICES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
        • Table CONSULTING MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
        • Table CONSULTING MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
        • Table SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
        • Table SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
        • Table SYSTEM INTEGRATION AND IMPLEMENTATION MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
        • Table SYSTEM INTEGRATION AND IMPLEMENTATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
  • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY DEPLOYMENT MODE
    • INTRODUCTION
      • DEPLOYMENT MODES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • DEPLOYMENT MODES: COVID-19 IMPACT
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
    • ON-PREMISES
      • Table ON-PREMISES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table ON-PREMISES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • CLOUD
      • Table CLOUD: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table CLOUD: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
  • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY ORGANIZATION SIZE
    • INTRODUCTION
      • ORGANIZATION SIZE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • ORGANIZATION SIZE: COVID-19 IMPACT
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
    • LARGE ENTERPRISES
      • Table LARGE ENTERPRISES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table LARGE ENTERPRISES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • SMALL AND MEDIUM-SIZED ENTERPRISES
      • Table SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
  • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY VERTICAL
    • INTRODUCTION
      • VERTICALS: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • VERTICALS: COVID-19 IMPACT
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
        • Table CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • GOVERNMENT
      • Table GOVERNMENT: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table GOVERNMENT: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • UTILITIES
      • Table UTILITIES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table UTILITIES: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table HEALTHCARE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • IT AND TELECOM
      • Table IT AND TELECOM: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table IT AND TELECOM: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • TRAVEL AND HOSPITALITY
      • Table TRAVEL AND HOSPITALITY: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table TRAVEL AND HOSPITALITY: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    • RETAIL AND ECOMMERCE
      • Table RETAIL AND ECOMMERCE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table RETAIL AND ECOMMERCE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    • OTHER VERTICALS
      • Table OTHER VERTICALS: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
      • Table OTHER VERTICALS: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
  • CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, BY REGION
    • INTRODUCTION
    • NORTH AMERICA
      • NORTH AMERICA: CUSTOMER COMMUNICATION MANAGEMENT MARKET DRIVERS
      • NORTH AMERICA: COVID-19 IMPACT
      • NORTH AMERICA: REGULATIONS
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
      • UNITED STATES
      • CANADA
    • EUROPE
      • EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • EUROPE: COVID-19 IMPACT
      • EUROPE: REGULATIONS
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2021–2026 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
        • Table EUROPE: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
      • UNITED KINGDOM
      • FRANCE
      • GERMANY
      • REST OF EUROPE
    • ASIA PACIFIC
      • ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • ASIA PACIFIC: COVID-19 IMPACT
      • ASIA PACIFIC: REGULATIONS
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2016–2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2021–2026 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
        • Table ASIA PACIFIC: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
      • CHINA
      • JAPAN
      • INDIA
      • REST OF ASIA PACIFIC
    • MIDDLE EAST AND AFRICA
      • MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • MIDDLE EAST AND AFRICA: COVID-19 IMPACT
      • MIDDLE EAST AND AFRICA: REGULATIONS
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2016–2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2021–2026 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
        • Table MIDDLE EAST AND AFRICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
      • KINGDOM OF SAUDI ARABIA
      • UNITED ARAB EMIRATES
      • SOUTH AFRICA
      • REST OF MIDDLE EAST AND AFRICA
    • LATIN AMERICA
      • LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DRIVERS
      • LATIN AMERICA: COVID-19 IMPACT
      • LATIN AMERICA: REGULATIONS
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2016–2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICES, 2021–2026 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER COMMUNICATIONS MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
      • BRAZIL
      • MEXICO
      • REST OF LATIN AMERICA
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • MARKET EVALUATION FRAMEWORK
    • MARKET SHARE, 2020
    • HISTORICAL REVENUE ANALYSIS OF KEY MARKET PLAYERS
    • RANKING OF KEY MARKET PLAYERS IN THE CUSTOMER COMMUNICATIONS MANAGEMENT MARKET, 2020
    • COMPANY FOOTPRINT ANALYSIS
      • Table COMPANY FOOTPRINT
      • Table COMPANY VERTICAL FOOTPRINT
      • Table COMPANY REGION FOOTPRINT
    • COMPETITIVE SCENARIO
      • NEW PRODUCT LAUNCHES AND PRODUCT ENHANCEMENTS
        • Table NEW PRODUCT LAUNCHES AND PRODUCT ENHANCEMENTS, 2018–2021
      • BUSINESS EXPANSIONS
        • Table BUSINESS EXPANSIONS, 2019–2020
      • MERGERS AND ACQUISITIONS
        • Table MERGERS AND ACQUISITIONS, 2018–2021
      • PARTNERSHIPS, AGREEMENTS, CONTRACTS, AND COLLABORATIONS
        • Table PARTNERSHIPS, AGREEMENTS, CONTRACTS, AND COLLABORATIONS, 2018–2021
    • COMPANY EVALUATION QUADRANT DEFINITIONS AND METHODOLOGY
      • STARS
      • EMERGING LEADERS
      • PERVASIVE PLAYERS
      • PARTICIPANTS
      • STRENGTH OF PRODUCT PORTFOLIO (GLOBAL)
      • BUSINESS STRATEGY EXCELLENCE (GLOBAL)
    • STARTUP/SME EVALUATION QUADRANT, 2020
      • PROGRESSIVE COMPANIES
      • RESPONSIVE COMPANIES
      • DYNAMIC COMPANIES
      • STARTING BLOCKS
      • STRENGTH OF PRODUCT PORTFOLIO (STARTUPS/SMES)
      • BUSINESS STRATEGY EXCELLENCE (STARTUPS/SMES)
  • COMPANY PROFILES
    • INTRODUCTION
    • ADOBE
      • BUSINESS OVERVIEW
        • Table ADOBE: BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
        • Table ADOBE: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table ADOBE: PRODUCT LAUNCHES
        • Table ADOBE: DEALS
    • ORACLE
      • BUSINESS OVERVIEW
        • Table ORACLE: BUSINESS OVERVIEW
      • PRODUCTS/SOLUTIONS AND SERVICES OFFERED
        • Table ORACLE: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table ORACLE: PRODUCT LAUNCHES
        • Table ORACLE: DEALS
        • Table ORACLE: OTHERS
    • PITNEY BOWES
      • BUSINESS AND FINANCIAL OVERVIEW
        • Table PITNEY BOWES: BUSINESS OVERVIEW
      • PLATFORMS AND SERVICES OFFERED
        • Table PITNEY BOWES: SOLUTION OFFERED
      • RECENT DEVELOPMENTS
        • Table PITNEY BOWES: PRODUCT LAUNCHES
        • Table PITNEY BOWES: DEALS
    • CAPGEMINI
      • BUSINESS AND FINANCIAL OVERVIEW
        • Table CAPGEMINI: BUSINESS OVERVIEW
      • SERVICES OFFERED
        • Table CAPGEMINI: SERVICE OFFERED
      • RECENT DEVELOPMENTS
        • Table CAPGEMINI: PRODUCT LAUNCHES,JANUARY 2018–JANUARY 2021
        • Table CAPGEMINI: DEALS, JANUARY 2018–FEBRUARY 2021
    • NEWGEN SOFTWARE
      • BUSINESS AND FINANCIAL OVERVIEW
        • Table NEWGEN SOFTWARE: BUSINESS OVERVIEW
      • PLATFORMS OFFERED
        • Table NEWGEN SOFTWARE: PLATFORM OFFERED
      • RECENT DEVELOPMENTS
        • Table NEWGEN SOFTWARE: PRODUCT LAUNCHES
        • Table NEWGEN SOFTWARE: DEALS
        • Table NEWGEN SOFTWARE: OTHERS
    • QUADIENT
      • BUSINESS AND FINANCIAL OVERVIEW
        • Table QUADIENT: BUSINESS OVERVIEW
      • PLATFORMS AND SERVICES OFFERED
        • Table QUADIENT: SOLUTION OFFERED
      • RECENT DEVELOPMENTS
        • Table QUADIENT: PRODUCT LAUNCHES
        • Table QUADIENT: DEALS
    • OPENTEXT
      • BUSINESS OVERVIEW
        • Table OPENTEXT: BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
        • Table OPENTEXT: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table OPENTEXT: PRODUCT LAUNCHES
        • Table OPENTEXT: DEALS
        • Table OPENTEXT: OTHERS
    • ZENDESK
      • BUSINESS AND FINANCIAL OVERVIEW
        • Table ZENDESK: BUSINESS OVERVIEW
      • PLATFORMS OFFERED
        • Table ZENDESK: PLATFORM OFFERED
      • RECENT DEVELOPMENTS
        • Table ZENDESK: PRODUCT LAUNCHES
        • Table ZENDESK: DEALS
    • HYLAND
      • BUSINESS OVERVIEW
        • Table HYLAND: BUSINESS OVERVIEW
      • PLATFORMS AND SERVICES OFFERED
        • Table HYLAND: SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table HYLAND: PRODUCT LAUNCHES
        • Table HYLAND: DEALS
        • Table HYLAND: OTHERS
    • BITRIX24
      • BUSINESS OVERVIEW
        • Table BITRIX24: BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
        • Table BITRIX24: SOLUTIONS OFFERED
    • BRAZE
      • BUSINESS OVERVIEW
        • Table BRAZE: BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
        • Table BRAZE: SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table BRAZE: PRODUCT LAUNCHES
        • Table BRAZE: DEALS
        • Table BRAZE: OTHERS
    • SMART COMMUNICATIONS
      • BUSINESS OVERVIEW
        • Table SMART COMMUNICATIONS: BUSINESS OVERVIEW
      • PRODUCT/SOLUTION OFFERED
        • Table SMART COMMUNICATIONS: PRODUCT/SOLUTION OFFERED
      • RECENT DEVELOPMENTS
        • Table SMART COMMUNICATIONS: PRODUCT LAUNCHES
        • Table SMART COMMUNICATIONS: DEALS
    • SEFAS
      • BUSINESS OVERVIEW
        • Table SEFAS: BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
        • Table SEFAS: SOLUTION OFFERED
      • RECENT DEVELOPMENTS
        • Table SEFAS: PRODUCT LAUNCHES
        • Table SEFAS: DEALS
    • CEDAR CX TECHNOLOGIES
      • BUSINESS AND FINANCIAL OVERVIEW
        • Table CEDAR CX TECHNOLOGIES: BUSINESS OVERVIEW
      • PLATFORMS OFFERED
        • Table CEDAR CX TECHNOLOGIES: PLATFORM OFFERED
    • PAPYRUS SOFTWARE
      • BUSINESS OVERVIEW
        • Table PAPYRUS SOFTWARE: BUSINESS OVERVIEW
      • PLATFORMS OFFERED
        • Table PAPYRUS SOFTWARE: PLATFORM OFFERED
    • DOXEE
      • BUSINESS OVERVIEW
        • Table DOXEE: BUSINESS OVERVIEW
      • PLATFORMS OFFERED
        • Table DOXEE SOFTWARE: PLATFORM OFFERED
      • RECENT DEVELOPMENTS
        • Table DOXEE SOFTWARE: PRODUCT LAUNCHES, JANUARY 2018–JANUARY 2021
        • Table DOXEE SOFTWARE: DEALS, JANUARY 2018–FEBRUARY 2021
        • Table DOXEE SOFTWARE: OTHERS, JANUARY 2018–FEBRUARY 2021
    • ECRION
      • BUSINESS OVERVIEW
        • Table ECRION: BUSINESS OVERVIEW
      • PLATFORMS OFFERED
        • Table ECRION: PLATFORM OFFERED
      • RECENT DEVELOPMENTS
        • Table ECRION: PRODUCT LAUNCHES, JANUARY 2018–JANUARY 2021
        • Table ECRION: DEALS, JANUARY 2018–FEBRUARY 2021
    • MESSAGEPOINT
      • BUSINESS OVERVIEW
        • Table MESSAGEPOINT: BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
        • Table MESSAGEPOINT: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table MESSAGEPOINT: PRODUCT LAUNCHES
        • Table MESSAGEPOINT: DEALS
        • Table MESSAGEPOINT: OTHERS
    • NAPERSOFT
      • BUSINESS OVERVIEW
        • Table NAPERSOFT: BUSINESS OVERVIEW
      • PRODUCTS/SOLUTIONS OFFERED
        • Table NAPERSOFT: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table NAPERSOFT: OTHERS
    • TOPDOWN
      • BUSINESS OVERVIEW
        • Table TOPDOWN: BUSINESS OVERVIEW
      • PRODUCTS/SOLUTIONS OFFERED
        • Table TOPDOWN: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table TOPDOWN: DEALS
    • DOXIM
      • BUSINESS OVERVIEW
        • Table DOXIM: BUSINESS OVERVIEW
      • PRODUCTS/SOLUTIONS OFFERED
        • Table DOXIM: PRODUCTS/SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
        • Table DOXIM: PRODUCT LAUNCHES
        • Table DOXIM: DEALS
    • STARTUP COMPANIES
      • HELPCRUNCH
      • ADVENTSYS
      • FRONT
      • TRENGO
      • PODIUM
  • ADJACENT AND RELATED MARKETS
    • INTRODUCTION
    • CUSTOMER ENGAGEMENT SOLUTIONS MARKET
      • MARKET DEFINITION
      • MARKET OVERVIEW
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD BILLION)
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD BILLION)
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD BILLION)
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016–2023 (USD BILLION)
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD BILLION)
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016–2023 (USD BILLION)
        • Table CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2016–2023 (USD BILLION)
    • CUSTOMER SUCCESS PLATFORM MARKET
      • MARKET DEFINITION
      • MARKET OVERVIEW
        • Table CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)
        • Table CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE TYPE, 2017–2024 (USD MILLION)
        • Table PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2017–2024 (USD MILLION)
        • Table CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2017–2024 (USD MILLION)
        • Table CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)
        • Table CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION)
        • Table CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
  • APPENDIX
    • INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS
    • AUTHOR DETAILS

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