Table of Content

1 INTRODUCTION
1.1 Study Assumptions? and Market Definition
1.2 Scope of the Study


2 RESEARCH METHODOLOGY


3 EXECUTIVE SUMMARY


4 MARKET DYNAMICS
4.1 Market Overview
4.2 Industry Value Chain Analysis
4.3 Industry Attractiveness - Porter’s Five Forces Analysis
4.3.1 Bargaining Power of Suppliers
4.3.2 Bargaining Power of Consumers
4.3.3 Threat of New Entrants
4.3.4 Threat of Substitute Products
4.3.5 Intensity of Competitive Rivalry
4.4 Impact of COVID-19 on the Market


5 MARKET DYNAMICS
5.1 Market Drivers
5.1.1 Rapid Adoption of Cloud-based Technology, Advanced Analytics, and Automation
5.1.2 Growing Demand for Personalized Customer Experience
5.2 Market Restraints
5.2.1 Privacy and Data Security Issues


6 MARKET SEGMENTATION?
6.1 Component
6.1.1 Solutions
6.1.2 Services
6.1.2.1 Professional Services
6.1.2.2 Managed Services
6.2 Deployment
6.2.1 Cloud
6.2.2 On-premise
6.3 Organization Size
6.3.1 Small and Medium Enterprises (SMEs)
6.3.2 Large Enterprises
6.4 Touchpoint
6.4.1 Telephone
6.4.2 Email
6.4.3 Web
6.4.4 Social Media
6.4.5 Other Touchpoints
6.5 Application
6.5.1 BFSI
6.5.2 Retail
6.5.3 IT and Telecommunication
6.5.4 Healthcare
6.5.5 Manufacturing
6.5.6 Government
6.5.7 Travel and Transportation
6.5.8 Other Applications
6.6 Geography
6.6.1 North America
6.6.2 Europe
6.6.3 Asia- Pacific
6.6.4 Latin America
6.6.5 Middle East & Africa


7 COMPETITIVE LANDSCAPE
7.1 Company Profiles
7.1.1 Adobe Inc.
7.1.2 Oracle Corporation
7.1.3 SAP SE
7.1.4 IBM Corporation
7.1.5 Avaya Inc.
7.1.6 Verint Systems Inc.
7.1.7 Tech Mahindra
7.1.8 Open Text Corporation.
7.1.9 Zendesk
7.1.10 Sitecore
7.1.11 Clarabridge
7.1.12 Medallia Inc.
7.1.13 MaritzCX Research LLC


8 INVESTMENT ANALYSIS


9 FUTURE OF THE MARKET