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 INSIGHTS
4.1 Market Overview
4.2 Industry Attractiveness - Porter’s Five Forces Analysis
4.2.1 Bargaining Power of Buyers
4.2.2 Bargaining Power of Suppliers
4.2.3 Threat of New Entrants
4.2.4 Threat of Substitutes
4.2.5 Intensity of Competitive Rivalry
4.3 Assessment of the Impact of COVID-19 on the Market


5 MARKET DYNAMICS
5.1 Market Drivers
5.1.1 Increasing Emphasis on Customer Engagement Among Enterprises
5.1.2 Increasing Adoption from SMEs, Aided by Flexible Pricing Strategies Provided by the Vendors
5.2 Market Restrains
5.2.1 Operational and Implementational Challenges


6 MARKET SEGMENTATION
6.1 By Type
6.1.1 Communications Management
6.1.2 Multi-Channel Customer Engagement
6.1.3 Analytic Solutions
6.1.4 Marketing Automation
6.1.5 Customer Support & Service
6.1.6 Other Types
6.2 By Application
6.2.1 Retail
6.2.2 BFSI
6.2.3 IT and Telecom
6.2.4 Healthcare
6.2.5 Manufacturing
6.2.6 Other Applications
6.3 By Geography
6.3.1 North America
6.3.2 Europe
6.3.3 Asia Pacific
6.3.4 Latin America
6.3.5 Middle East and Africa


7 COMPETETIVE LANDSCAPE
7.1 Company Profiles
7.1.1 IBM Corporation
7.1.2 Atos SE
7.1.3 Capgemini
7.1.4 Cognizant technologies pvt ltd
7.1.5 Dell Technologies Inc.
7.1.6 HCL Technologies Ltd
7.1.7 Infosys Limited
7.1.8 Wipro Limited
7.1.9 Amdocs
7.1.10 Concentrix


8 INVESTMENT ANALYSIS


9 FUTURE OUTLOOK OF THE MARKET