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Global CRM Customer Engagement Center Market Research Report 2024
Synopsis
CRM Customer Engagement Center (CEC) is a type of software application that enables customer service and support agents to engage customers through their preferred communication channel. It provides intelligent and proactive support by answering questions, solving problems, and giving advice. It also orchestrates and automates the customer service processes through a case management system that involves both assisted and self-service experiences. CRM Customer Engagement Center (CEC) is a subset of CRM (customer relationship management) software systems that focuses on customer support services.
The global CRM Customer Engagement Center market was valued at US$ 1741 million in 2023 and is anticipated to reach US$ 3048.1 million by 2030, witnessing a CAGR of 8.6% during the forecast period 2024-2030.
The industry trend of CRM Customer Engagement Center (CEC) is driven by the increasing consumer demand for more convenient and flexible shopping options across multiple channels. According to Gartner’s 2021 Market Guide for CRM Customer Engagement Center report1, the market is experiencing renewed interest due to the impact of the COVID-19 pandemic on consumer behavior and retail operations. Retailers are looking for solutions that can help them adapt to the changing customer expectations and preferences for omnichannel fulfillment services such as buy online pick up in store (BOPIS), curbside pickup, ship from store (SFS), etc. The report also notes that the market is shifting towards more cloud-native solutions that can offer more scalability, agility, and innovation than traditional on-premise solutions. Additionally, the market is also moving towards more intelligent solutions that can leverage artificial intelligence (AI) and machine learning (ML) to optimize inventory allocation and order routing decisions based on various factors such as demand patterns, fulfillment costs, service levels, etc.
This report aims to provide a comprehensive presentation of the global market for 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 CRM Customer Engagement Center.
Report Scope
The CRM Customer Engagement Center market size, estimations, and forecasts are provided in terms of revenue ($ millions), considering 2023 as the base year, with history and forecast data for the period from 2019 to 2030. This report segments the global CRM Customer Engagement Center market comprehensively. Regional market sizes, concerning products by Type, by Application, and by players, are also provided.
For a more in-depth understanding of the market, the report provides profiles of the competitive landscape, key competitors, and their respective market ranks. The report also discusses technological trends and new product developments.
The report will help the CRM Customer Engagement Center companies, new entrants, and industry chain related companies in this market with information on the revenues, sales volume, and average price for the overall market and the sub-segments across the different segments, by company, by Type, by Application, and by regions.
Market Segmentation
By Company
Freshworks
Zoho
Zendesk
Salesforce
Oracle
ServiceNow
Vtiger
SAP
SugarCRM
Microsoft
Verint Systems
eGain
Pegasystems
CRMNEXT
Segment by Type
Cloud Based
Web Based
Segment by Application
Large Enterprises
SMEs
By Region
North America
United States
Canada
Europe
Germany
France
UK
Italy
Russia
Nordic Countries
Rest of Europe
Asia-Pacific
China
Japan
South Korea
Southeast Asia
India
Australia
Rest of Asia
Latin America
Mexico
Brazil
Rest of Latin America
Middle East & Africa
Turkey
Saudi Arabia
UAE
Rest of MEA
Chapter Outline
Chapter 1: Introduces the report scope of the report, executive summary of different market segments (by Type, by Application, etc), including the market size of each market segment, future development potential, and so on. It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter 2: Introduces executive summary of global market size, regional market size, this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter 3: Detailed analysis of CRM Customer Engagement Center companies’ competitive landscape, revenue 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, 7, 8, 9, 10: North America, Europe, Asia Pacific, Latin America, Middle East and Africa segment by country. 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, and capacity of each country in the world.
Chapter 11: 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 12: The main points and conclusions of the report.
CRM Customer Engagement Center (CEC) is a type of software application that enables customer service and support agents to engage customers through their preferred communication channel. It provides intelligent and proactive support by answering questions, solving problems, and giving advice. It also orchestrates and automates the customer service processes through a case management system that involves both assisted and self-service experiences. CRM Customer Engagement Center (CEC) is a subset of CRM (customer relationship management) software systems that focuses on customer support services.
The global CRM Customer Engagement Center market was valued at US$ 1741 million in 2023 and is anticipated to reach US$ 3048.1 million by 2030, witnessing a CAGR of 8.6% during the forecast period 2024-2030.
The industry trend of CRM Customer Engagement Center (CEC) is driven by the increasing consumer demand for more convenient and flexible shopping options across multiple channels. According to Gartner’s 2021 Market Guide for CRM Customer Engagement Center report1, the market is experiencing renewed interest due to the impact of the COVID-19 pandemic on consumer behavior and retail operations. Retailers are looking for solutions that can help them adapt to the changing customer expectations and preferences for omnichannel fulfillment services such as buy online pick up in store (BOPIS), curbside pickup, ship from store (SFS), etc. The report also notes that the market is shifting towards more cloud-native solutions that can offer more scalability, agility, and innovation than traditional on-premise solutions. Additionally, the market is also moving towards more intelligent solutions that can leverage artificial intelligence (AI) and machine learning (ML) to optimize inventory allocation and order routing decisions based on various factors such as demand patterns, fulfillment costs, service levels, etc.
This report aims to provide a comprehensive presentation of the global market for 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 CRM Customer Engagement Center.
Report Scope
The CRM Customer Engagement Center market size, estimations, and forecasts are provided in terms of revenue ($ millions), considering 2023 as the base year, with history and forecast data for the period from 2019 to 2030. This report segments the global CRM Customer Engagement Center market comprehensively. Regional market sizes, concerning products by Type, by Application, and by players, are also provided.
For a more in-depth understanding of the market, the report provides profiles of the competitive landscape, key competitors, and their respective market ranks. The report also discusses technological trends and new product developments.
The report will help the CRM Customer Engagement Center companies, new entrants, and industry chain related companies in this market with information on the revenues, sales volume, and average price for the overall market and the sub-segments across the different segments, by company, by Type, by Application, and by regions.
Market Segmentation
By Company
Freshworks
Zoho
Zendesk
Salesforce
Oracle
ServiceNow
Vtiger
SAP
SugarCRM
Microsoft
Verint Systems
eGain
Pegasystems
CRMNEXT
Segment by Type
Cloud Based
Web Based
Segment by Application
Large Enterprises
SMEs
By Region
North America
United States
Canada
Europe
Germany
France
UK
Italy
Russia
Nordic Countries
Rest of Europe
Asia-Pacific
China
Japan
South Korea
Southeast Asia
India
Australia
Rest of Asia
Latin America
Mexico
Brazil
Rest of Latin America
Middle East & Africa
Turkey
Saudi Arabia
UAE
Rest of MEA
Chapter Outline
Chapter 1: Introduces the report scope of the report, executive summary of different market segments (by Type, by Application, etc), including the market size of each market segment, future development potential, and so on. It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter 2: Introduces executive summary of global market size, regional market size, this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter 3: Detailed analysis of CRM Customer Engagement Center companies’ competitive landscape, revenue 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, 7, 8, 9, 10: North America, Europe, Asia Pacific, Latin America, Middle East and Africa segment by country. 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, and capacity of each country in the world.
Chapter 11: 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 12: The main points and conclusions of the report.
Index1 Report Overview
1.1 Study Scope
1.2 Market Analysis by Type
1.2.1 Global CRM Customer Engagement Center Market Size Growth Rate by Type: 2019 VS 2023 VS 2030
1.2.2 Cloud Based
1.2.3 Web Based
1.3 Market by Application
1.3.1 Global CRM Customer Engagement Center Market Growth by Application: 2019 VS 2023 VS 2030
1.3.2 Large Enterprises
1.3.3 SMEs
1.4 Study Objectives
1.5 Years Considered
1.6 Years Considered
2 Global Growth Trends
2.1 Global CRM Customer Engagement Center Market Perspective (2019-2030)
2.2 CRM Customer Engagement Center Growth Trends by Region
2.2.1 Global CRM Customer Engagement Center Market Size by Region: 2019 VS 2023 VS 2030
2.2.2 CRM Customer Engagement Center Historic Market Size by Region (2019-2024)
2.2.3 CRM Customer Engagement Center Forecasted Market Size by Region (2025-2030)
2.3 CRM Customer Engagement Center Market Dynamics
2.3.1 CRM Customer Engagement Center Industry Trends
2.3.2 CRM Customer Engagement Center Market Drivers
2.3.3 CRM Customer Engagement Center Market Challenges
2.3.4 CRM Customer Engagement Center Market Restraints
3 Competition Landscape by Key Players
3.1 Global Top CRM Customer Engagement Center Players by Revenue
3.1.1 Global Top CRM Customer Engagement Center Players by Revenue (2019-2024)
3.1.2 Global CRM Customer Engagement Center Revenue Market Share by Players (2019-2024)
3.2 Global CRM Customer Engagement Center Market Share by Company Type (Tier 1, Tier 2, and Tier 3)
3.3 Players Covered: Ranking by CRM Customer Engagement Center Revenue
3.4 Global CRM Customer Engagement Center Market Concentration Ratio
3.4.1 Global CRM Customer Engagement Center Market Concentration Ratio (CR5 and HHI)
3.4.2 Global Top 10 and Top 5 Companies by CRM Customer Engagement Center Revenue in 2023
3.5 CRM Customer Engagement Center Key Players Head office and Area Served
3.6 Key Players CRM Customer Engagement Center Product Solution and Service
3.7 Date of Enter into CRM Customer Engagement Center Market
3.8 Mergers & Acquisitions, Expansion Plans
4 CRM Customer Engagement Center Breakdown Data by Type
4.1 Global CRM Customer Engagement Center Historic Market Size by Type (2019-2024)
4.2 Global CRM Customer Engagement Center Forecasted Market Size by Type (2025-2030)
5 CRM Customer Engagement Center Breakdown Data by Application
5.1 Global CRM Customer Engagement Center Historic Market Size by Application (2019-2024)
5.2 Global CRM Customer Engagement Center Forecasted Market Size by Application (2025-2030)
6 North America
6.1 North America CRM Customer Engagement Center Market Size (2019-2030)
6.2 North America CRM Customer Engagement Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
6.3 North America CRM Customer Engagement Center Market Size by Country (2019-2024)
6.4 North America CRM Customer Engagement Center Market Size by Country (2025-2030)
6.5 United States
6.6 Canada
7 Europe
7.1 Europe CRM Customer Engagement Center Market Size (2019-2030)
7.2 Europe CRM Customer Engagement Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
7.3 Europe CRM Customer Engagement Center Market Size by Country (2019-2024)
7.4 Europe CRM Customer Engagement Center Market Size by Country (2025-2030)
7.5 Germany
7.6 France
7.7 U.K.
7.8 Italy
7.9 Russia
7.10 Nordic Countries
8 Asia-Pacific
8.1 Asia-Pacific CRM Customer Engagement Center Market Size (2019-2030)
8.2 Asia-Pacific CRM Customer Engagement Center Market Growth Rate by Region: 2019 VS 2023 VS 2030
8.3 Asia-Pacific CRM Customer Engagement Center Market Size by Region (2019-2024)
8.4 Asia-Pacific CRM Customer Engagement Center Market Size by Region (2025-2030)
8.5 China
8.6 Japan
8.7 South Korea
8.8 Southeast Asia
8.9 India
8.10 Australia
9 Latin America
9.1 Latin America CRM Customer Engagement Center Market Size (2019-2030)
9.2 Latin America CRM Customer Engagement Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
9.3 Latin America CRM Customer Engagement Center Market Size by Country (2019-2024)
9.4 Latin America CRM Customer Engagement Center Market Size by Country (2025-2030)
9.5 Mexico
9.6 Brazil
10 Middle East & Africa
10.1 Middle East & Africa CRM Customer Engagement Center Market Size (2019-2030)
10.2 Middle East & Africa CRM Customer Engagement Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
10.3 Middle East & Africa CRM Customer Engagement Center Market Size by Country (2019-2024)
10.4 Middle East & Africa CRM Customer Engagement Center Market Size by Country (2025-2030)
10.5 Turkey
10.6 Saudi Arabia
10.7 UAE
11 Key Players Profiles
11.1 Freshworks
11.1.1 Freshworks Company Detail
11.1.2 Freshworks Business Overview
11.1.3 Freshworks CRM Customer Engagement Center Introduction
11.1.4 Freshworks Revenue in CRM Customer Engagement Center Business (2019-2024)
11.1.5 Freshworks Recent Development
11.2 Zoho
11.2.1 Zoho Company Detail
11.2.2 Zoho Business Overview
11.2.3 Zoho CRM Customer Engagement Center Introduction
11.2.4 Zoho Revenue in CRM Customer Engagement Center Business (2019-2024)
11.2.5 Zoho Recent Development
11.3 Zendesk
11.3.1 Zendesk Company Detail
11.3.2 Zendesk Business Overview
11.3.3 Zendesk CRM Customer Engagement Center Introduction
11.3.4 Zendesk Revenue in CRM Customer Engagement Center Business (2019-2024)
11.3.5 Zendesk Recent Development
11.4 Salesforce
11.4.1 Salesforce Company Detail
11.4.2 Salesforce Business Overview
11.4.3 Salesforce CRM Customer Engagement Center Introduction
11.4.4 Salesforce Revenue in CRM Customer Engagement Center Business (2019-2024)
11.4.5 Salesforce Recent Development
11.5 Oracle
11.5.1 Oracle Company Detail
11.5.2 Oracle Business Overview
11.5.3 Oracle CRM Customer Engagement Center Introduction
11.5.4 Oracle Revenue in CRM Customer Engagement Center Business (2019-2024)
11.5.5 Oracle Recent Development
11.6 ServiceNow
11.6.1 ServiceNow Company Detail
11.6.2 ServiceNow Business Overview
11.6.3 ServiceNow CRM Customer Engagement Center Introduction
11.6.4 ServiceNow Revenue in CRM Customer Engagement Center Business (2019-2024)
11.6.5 ServiceNow Recent Development
11.7 Vtiger
11.7.1 Vtiger Company Detail
11.7.2 Vtiger Business Overview
11.7.3 Vtiger CRM Customer Engagement Center Introduction
11.7.4 Vtiger Revenue in CRM Customer Engagement Center Business (2019-2024)
11.7.5 Vtiger Recent Development
11.8 SAP
11.8.1 SAP Company Detail
11.8.2 SAP Business Overview
11.8.3 SAP CRM Customer Engagement Center Introduction
11.8.4 SAP Revenue in CRM Customer Engagement Center Business (2019-2024)
11.8.5 SAP Recent Development
11.9 SugarCRM
11.9.1 SugarCRM Company Detail
11.9.2 SugarCRM Business Overview
11.9.3 SugarCRM CRM Customer Engagement Center Introduction
11.9.4 SugarCRM Revenue in CRM Customer Engagement Center Business (2019-2024)
11.9.5 SugarCRM Recent Development
11.10 Microsoft
11.10.1 Microsoft Company Detail
11.10.2 Microsoft Business Overview
11.10.3 Microsoft CRM Customer Engagement Center Introduction
11.10.4 Microsoft Revenue in CRM Customer Engagement Center Business (2019-2024)
11.10.5 Microsoft Recent Development
11.11 Verint Systems
11.11.1 Verint Systems Company Detail
11.11.2 Verint Systems Business Overview
11.11.3 Verint Systems CRM Customer Engagement Center Introduction
11.11.4 Verint Systems Revenue in CRM Customer Engagement Center Business (2019-2024)
11.11.5 Verint Systems Recent Development
11.12 eGain
11.12.1 eGain Company Detail
11.12.2 eGain Business Overview
11.12.3 eGain CRM Customer Engagement Center Introduction
11.12.4 eGain Revenue in CRM Customer Engagement Center Business (2019-2024)
11.12.5 eGain Recent Development
11.13 Pegasystems
11.13.1 Pegasystems Company Detail
11.13.2 Pegasystems Business Overview
11.13.3 Pegasystems CRM Customer Engagement Center Introduction
11.13.4 Pegasystems Revenue in CRM Customer Engagement Center Business (2019-2024)
11.13.5 Pegasystems Recent Development
11.14 CRMNEXT
11.14.1 CRMNEXT Company Detail
11.14.2 CRMNEXT Business Overview
11.14.3 CRMNEXT CRM Customer Engagement Center Introduction
11.14.4 CRMNEXT Revenue in CRM Customer Engagement Center Business (2019-2024)
11.14.5 CRMNEXT Recent Development
12 Analyst's Viewpoints/Conclusions
13 Appendix
13.1 Research Methodology
13.1.1 Methodology/Research Approach
13.1.2 Data Source
13.2 Disclaimer
13.3 Author Details
Published By : QY Research
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