Market Overview:
The global customer engagement center workforce optimization market is expected to grow at a CAGR of 10.8% from 2018 to 2030. The growth of the market can be attributed to the increasing demand for customer engagement center workforce optimization solutions due to the rising need for improving customer experience and reducing operational costs. The market is segmented by type, application, and region. By type, the market is segmented into software and services. Software dominates the global customer engagement center workforce optimization market with a share of more than 60%.
Product Definition:
The purpose of customer engagement center workforce optimization is to improve the customer experience by optimizing the resources and processes within the customer contact center. This can be achieved through better management of employee schedules, allocation of resources, and training and development programs that focus on improving customer service skills. The ultimate goal is to create a more efficient and effective contact center that can provide an improved level of service to customers.
Software:
Software is a set of procedures, algorithms, and tools which aid in the improvement of organizational productivity. It can be defined as a tool that provides systematic solutions for carrying out specified tasks more efficiently. The key drivers attributing to the growth include growing adoption across several industry verticals such as BFSI, healthcare & life sciences and IT & telecom among others due to its benefits such as improved operational efficiency resulting in reduced operational costs along with increased productivity.
Services:
The global services and it's usage in Customer engagement center workforce optimization market size was valued at USD 6,084.0 million in 2016. It is expected to expand at a CAGR of XX% over the forecast period. Services are being used by enterprises across all industry verticals to improve customer experience as well as business operations through automation of processes and delivery of personalized content, among other offerings.
Application Insights:
The others segment includes media and entertainment, public sector, manufacturing and construction. The segment is expected to register the highest CAGR over the forecast period owing to various factors such as increasing use of social media by companies for customer engagement. Moreover, growing digitalization has led to a significant increase in usage of online channels for marketing products and services resulting in increased demand for optimization services across all these sectors.
The banking, financial services & insurance (BFSI) sector accounted for more than 30% of the overall market share in 2017 due to high usage of social media platforms by companies operating within this industry. Furthermore, rising penetration of smartphones has enabled customers access their accounts remotely which has boosted revenue generation within this industry through mobile transactions.
Regional Analysis:
The North American region dominated the global customer engagement center workforce optimization market in 2017. The growth of e-commerce and social media has created a need for customer service representatives to handle queries from customers over the phone and online. Companies are also looking to outsource their call centers to countries with low labor costs, such as India, Philippines, South Africa, and Saudi Arabia.
Asia Pacific is expected to be one of the fastest-growing regions over the forecast period owing to several factors such as improving internet infrastructure in rural areas; rising adoption of smartphones; increasing number of retail outlets; growing BFSI sector due to changing lifestyles; among others. Furthermore, companies are realigning their business strategies by focusing on cost reduction through digitalization rather than cost increase through automation or outsourcing activities and this is driving demand for CXC services across all industry verticals globally except government agencies which continue operating largely unchanged from previous decades).
Growth Factors:
- Increased demand for customer engagement center services due to the growth of e-commerce and the need for better customer service.
- The increasing use of cloud-based solutions, which allows companies to outsource their contact center operations and improve efficiency.
- The growing popularity of social media, which has led to increased demand for social media monitoring and engagement services.
- The increasing use of big data analytics, which helps companies better understand customer behavior and preferences in order to provide more effective customer service.
Scope Of The Report
Report Attributes
Report Details
Report Title
Customer Engagement Center Workforce Optimization Market Research Report
By Type
Software, Services
By Application
BFSI, ITand Telecom, Healthcare, Transportation and Logistics, Retail and E-Commerce, Others
By Companies
Verint Systems Inc., Aspect Software, Inc., Calabrio, Inc., CRMXchange, Avaya Inc., Genesys Telecommunications Laboratories, Inc., Open Text Corporation, ConvergeOne, Inc.
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
199
Number of Tables & Figures
140
Customization Available
Yes, the report can be customized as per your need.
Global Customer Engagement Center Workforce Optimization Market Report Segments:
The global Customer Engagement Center Workforce Optimization market is segmented on the basis of:
Types
Software, Services
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
BFSI, ITand Telecom, Healthcare, Transportation and Logistics, Retail and E-Commerce, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Verint Systems Inc.
- Aspect Software, Inc.
- Calabrio, Inc.
- CRMXchange
- Avaya Inc.
- Genesys Telecommunications Laboratories, Inc.
- Open Text Corporation
- ConvergeOne, Inc.
Highlights of The Customer Engagement Center Workforce Optimization Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Software
- Services
- By Application:
- BFSI
- ITand Telecom
- Healthcare
- Transportation and Logistics
- Retail and E-Commerce
- Others
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Customer Engagement Center Workforce Optimization Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
- Channel & Customer Management
- Identifying Appropriate Advertising Appeals
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Customer engagement center workforce optimization is a process that helps organizations identify and address any gaps in their customer service capabilities. By identifying and addressing these gaps, the organization can improve its overall customer engagement levels.
Some of the key players operating in the customer engagement center workforce optimization market are Verint Systems Inc., Aspect Software, Inc., Calabrio, Inc., CRMXchange, Avaya Inc., Genesys Telecommunications Laboratories, Inc., Open Text Corporation, ConvergeOne, Inc..
The customer engagement center workforce optimization market is expected to register a CAGR of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Customer Engagement Center Workforce Optimization Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Customer Engagement Center Workforce Optimization Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Customer Engagement Center Workforce Optimization Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Customer Engagement Center Workforce Optimization Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Customer Engagement Center Workforce Optimization Market Size & Forecast, 2018-2028
4.5.1 Customer Engagement Center Workforce Optimization Market Size and Y-o-Y Growth
4.5.2 Customer Engagement Center Workforce Optimization Market Absolute $ Opportunity
Chapter 5 Global Customer Engagement Center Workforce Optimization Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Customer Engagement Center Workforce Optimization Market Size Forecast by Type
5.2.1 Software
5.2.2 Services
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Customer Engagement Center Workforce Optimization Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Customer Engagement Center Workforce Optimization Market Size Forecast by Applications
6.2.1 BFSI
6.2.2 ITand Telecom
6.2.3 Healthcare
6.2.4 Transportation and Logistics
6.2.5 Retail and E-Commerce
6.2.6 Others
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Customer Engagement Center Workforce Optimization Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Customer Engagement Center Workforce Optimization Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Customer Engagement Center Workforce Optimization Analysis and Forecast
9.1 Introduction
9.2 North America Customer Engagement Center Workforce Optimization Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Customer Engagement Center Workforce Optimization Market Size Forecast by Type
9.6.1 Software
9.6.2 Services
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Customer Engagement Center Workforce Optimization Market Size Forecast by Applications
9.10.1 BFSI
9.10.2 ITand Telecom
9.10.3 Healthcare
9.10.4 Transportation and Logistics
9.10.5 Retail and E-Commerce
9.10.6 Others
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Customer Engagement Center Workforce Optimization Analysis and Forecast
10.1 Introduction
10.2 Europe Customer Engagement Center Workforce Optimization Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Customer Engagement Center Workforce Optimization Market Size Forecast by Type
10.6.1 Software
10.6.2 Services
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Customer Engagement Center Workforce Optimization Market Size Forecast by Applications
10.10.1 BFSI
10.10.2 ITand Telecom
10.10.3 Healthcare
10.10.4 Transportation and Logistics
10.10.5 Retail and E-Commerce
10.10.6 Others
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Customer Engagement Center Workforce Optimization Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Customer Engagement Center Workforce Optimization Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Customer Engagement Center Workforce Optimization Market Size Forecast by Type
11.6.1 Software
11.6.2 Services
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Customer Engagement Center Workforce Optimization Market Size Forecast by Applications
11.10.1 BFSI
11.10.2 ITand Telecom
11.10.3 Healthcare
11.10.4 Transportation and Logistics
11.10.5 Retail and E-Commerce
11.10.6 Others
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Customer Engagement Center Workforce Optimization Analysis and Forecast
12.1 Introduction
12.2 Latin America Customer Engagement Center Workforce Optimization Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Customer Engagement Center Workforce Optimization Market Size Forecast by Type
12.6.1 Software
12.6.2 Services
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Customer Engagement Center Workforce Optimization Market Size Forecast by Applications
12.10.1 BFSI
12.10.2 ITand Telecom
12.10.3 Healthcare
12.10.4 Transportation and Logistics
12.10.5 Retail and E-Commerce
12.10.6 Others
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Customer Engagement Center Workforce Optimization Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Customer Engagement Center Workforce Optimization Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Customer Engagement Center Workforce Optimization Market Size Forecast by Type
13.6.1 Software
13.6.2 Services
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Customer Engagement Center Workforce Optimization Market Size Forecast by Applications
13.10.1 BFSI
13.10.2 ITand Telecom
13.10.3 Healthcare
13.10.4 Transportation and Logistics
13.10.5 Retail and E-Commerce
13.10.6 Others
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Customer Engagement Center Workforce Optimization Market: Competitive Dashboard
14.2 Global Customer Engagement Center Workforce Optimization Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Verint Systems Inc.
14.3.2 Aspect Software, Inc.
14.3.3 Calabrio, Inc.
14.3.4 CRMXchange
14.3.5 Avaya Inc.
14.3.6 Genesys Telecommunications Laboratories, Inc.
14.3.7 Open Text Corporation
14.3.8 ConvergeOne, Inc.
