Customer Engagement: Worldwide Market Shares 2023

"CSPs increased their spending on customer engagement solutions and services because they renewed their focus on improving the customer experience and invested in AI-enhanced tools to improve customer retention and lifetime value."

This report provides market share data for communications service provider (CSP) spending on telecoms-specific customer engagement software systems and related services for 2023. It provides details of how the spending varied by delivery model, vendor and region. The report also includes profiles of the leading vendors in the market.

Questions answered in the customer engagement market share report:

• What was the overall size of the market (customer engagement software systems for the telecoms industry) and what drove this spending among CSPs?
• Who are the major vendors and what is their share of revenue in the customer engagement market?
• What are the different drivers and growth rates of CSP spending on products and professional services?

Who should read this report:

• Vendor strategy teams that need to understand how spending is shifting as CSPs seek to reduce spending on legacy systems and invest in adopting modern architecture frameworks.
• Product management teams that are responsible for feature functionality and geographical focus, and product marketing teams that are responsible for growth.
• CSPs that are planning to revamp their customer engagement systems and advance their digital transformation journeys.
• Professional services vendors that want to understand the growth opportunities over the next 5 years.

This report and the associated data annex provide:

• detailed market share data for the customer engagement systems and services market, split by:
  • three sub-segments: sales and order management, customer value management and customer experience management
  • two delivery types: product and professional services
  • eight geographical regions: Central and Eastern Europe (CEE), developed Asia-Pacific (DVAP), emerging Asia-Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE)
  • analysis of the business environment and regional dynamics that will influence the customer engagement market
  • a detailed market definition
  • recommendations for vendors
  • detailed profiles of 15 vendors in this market.

Company coverage: