Table of Content


1 INTRODUCTION
1.1 Study Assumptions
1.2 Scope of the Study


2 RESEARCH METHODOLOGY


3 EXECUTIVE SUMMARY


4 MARKET DYNAMICS
4.1 Market Overview
4.2 Market Drivers
4.2.1 Increasing Use of E-commerce and M-commerce Platforms
4.2.2 Increasing Focus on Delivering Enhanced Customer Engagement through Omnichannel
4.3 Market Restraints
4.3.1 Data Security and Privacy Concerns
4.4 Industry Attractiveness - Porter’s Five Force Analysis
4.4.1 Bargaining Power of Buyers/Consumers
4.4.2 Bargaining Power of Suppliers
4.4.3 Threat of New Entrants
4.4.4 Threat of Substitute Products
4.4.5 Intensity of Competitive Rivalry


5 MARKET SEGMENTATION
5.1 By Component
5.1.1 Solution
5.1.2 Services
5.2 By Deployment Type
5.2.1 On-premise
5.2.2 Cloud
5.3 By Organization Size
5.3.1 Small and Medium Enterprises
5.3.2 Large Enterprises
5.4 By End-user Industry
5.4.1 Banking, Financial Services, and Insurance
5.4.2 Telecom and IT
5.4.3 Retail and Consumer Goods
5.4.4 Media and Entertainment
5.4.5 Other End-user Industries
5.5 Geography
5.5.1 North America
5.5.2 Europe
5.5.3 Asia-Pacific
5.5.4 Latin America
5.5.5 Middle East & Africa


6 COMPETITIVE LANDSCAPE
6.1 Company Profiles
6.1.1 Avaya Inc.
6.1.2 Aspect Software Inc.
6.1.3 Calabrio Inc.
6.1.4 Genesys
6.1.5 IBM Corporation
6.1.6 Verint Systems Inc.
6.1.7 Nice Systems
6.1.8 Nuance Communications Inc.
6.1.9 OpenText Corporation
6.1.10 Oracle Corporation
6.1.11 Pegasystems Inc.
6.1.12 Salesforce.com Inc.
6.1.13 SAP SE


7 INVESTMENT ANALYSIS


8 MARKET OPPORTUNITIES AND FUTURE TRENDS