North America Customer Communication Management Market Forecast to 2028

North America Customer Communication Management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis By Component (Solution and Services), Deployment (Cloud-based and On-Premises), Enterprise Size (Small & Medium-Size Enterprises and Large Enterprises), and Industry (BFSI, IT & Telecom, Manufacturing, Retail, Energy & Utilities, Government, and Others)

Report Code : BMIRE00025569 | Region : North America | Industry : Technology, Media and Telecommunications | Published Date : 10/Aug/2022

The North America customer communication management market is expected to grow from US$ 572.76 million in 2022 to US$ 1,103.70 million by 2028; it is estimated to grow at a CAGR of 11.6% from 2022 to 2028.

Customers are technology-driven and expect to communicate with companies through their preferred channels, such as voice, web, mobile, email, short message service (SMS), and social media, at their convenience. Thus, companies are facilitating customer interactions through omnichannel to remain competitive in the market. Omnichannel communication enables businesses to collect data from multiple sources and provide appropriate responses, even if customers are approached with the same query through a different channel. After customer’s consent, omnichannel communication also helps enhance multichannel correspondence and collect customer profile details on other platforms. Thus, versatility in communication channels enhances operational efficiency and customer engagement, enabling omnichannel communication. As a result, all these factors are driving the growth of the customer communications management market across North America.

With new features and technologies, vendors can attract new customers and expand their footprints in emerging markets. This factor is likely to drive the North America customer communication management market at a notable CAGR during the forecast period.

North America Customer Communication Management Market Revenue and Forecast to 2028 (US$ Million )

North America Customer Communication Management Market Segmentation

The North America customer communication management market is segmented into component, deployment, enterprise size, industry, and country. Based on component, the market is divided into solution and services. The solution dominated the market in 2021. Based on deployment, the North America customer communication management market is categorized into cloud-based and on-premises. The cloud-based segment dominated the market in 2021. Based on enterprise size, the North America customer communication management market is bifurcated into small & medium-size enterprises and large enterprises. The large enterprises segment dominated the market in 2021. Based on industry, the North America customer communication management market is categorized into BFSI, IT & telecom, manufacturing, retail, energy & utilities, government, and others. The IT & telecom segment dominated the market in 2021. Based on country, the North America customer communication management market is segmented into the US, Canada, and Mexico. The US segment dominated market in 2021.

Smart Communications; Adobe, Crawford Technologies; Newgen Software Technologies Ltd; Open Text Corporation; MESSAGEPOINT INC.; Oracle Corporation; Doxim; Capgemini; and Precisely (CEDAR CX Technologies) by Altair are among the leading companies operating in the North America customer communication management market.

At 11.6% CAGR, the North America Customer Communication Management Market is speculated to be worth US$ 1103.70 million by 2028, says The Insight Partners

According to The Insight Partners’ research, the North America customer communication management market was valued at US$ 572.76 million in 2022 and is expected to reach US$ 1103.70 million by 2028, registering an annual growth rate of 11.6% from 2022 to 2028. Customer communications management (CCM) solutions maintain customer engagement through omnichannel and increasing usage of analytics and mobility for customer communications management (CCM) concerns are the critical factors attributed to the market expansion.

The growing need to increase the customer base which help improves the business growth, there is rise in demand for keeping customers engaged through various communication channels such as phone calls, email, SMS, web, chatbots, social media, or print. The customer communications management (CCM) tools maintain a clear record of all relevant data to create sales growth and improve customer retention. The CCM enhances communication efficiency and strengthens customer relationships that help find better ways to engage customers. The digital revolution has led to a proliferation of communication channels through omnichannel communication platforms. It empowers customers to connect with the brand via their preferred channel and allows a smooth transition with customers. Technological advancements such as hybrid cloud solutions improve businesses by creating meaningful customer connections through digital and physical channels. For instance, in December 2021, Quadient introduced Inspire Flex Release 15 (R15), which offers more than 300 robust enhancement features that empower, elevate and accelerate the growth of these companies by giving extended control to the users for designing and delivering customer communications via omnichannel . This is expected to drive the market during the forecast period.

On the contrary, data synchronizations and complexities of customer communication management hurdles the growth of North America customer communication management market.

Based on component , the North America customer communication management market is divided into solution and services . The solution segment held 78.0% market share in 2022, amassing US$ 451.45 million. It is projected to garner US$ 895.61 million by 2028 to expand at 12.1% CAGR during 2022–2028.

Based on deployment, the North America customer communication management market is categorized into cloud-based and on premise. The cloud-based segment held 74.2% market share in 2022, amassing US$ 425.20 million. It is projected to garner US$ 843.61 million by 2028 to expand at 12.1% CAGR during 2022–2028.

Based on enterprise size, the North America customer communication management market is categorized into small & medium-size enterprises and large enterprises. The large enterprises segment held 65.7% market share in 2022, amassing US$ 376.55 million. It is projected to garner US$ 691.15 million by 2028 to expand at 10.7% CAGR during 2022–2028

Based on industry, the North America customer communication management market is BFSI, IT and telecom, manufacturing, retail, energy & utilities, government, and others. The IT and telecom segment held 25.5% market share in 2022, amassing US$ 146.15 million. It is projected to garner US$ 288.08 million by 2028 to expand at 12.0% CAGR during 2022–2028

Based on country, the North America customer communication management market has been categorised into the US, Canada, and Mexico. Our regional analysis states that US captured 84.3% market share in 2022. It was assessed at US$ 482.73 million in 2022 and is likely to hit US$ 942.56 million by 2028, exhibiting a CAGR of 11.8% during the forecast period.

Key players dominating the North America customer communication management market are Smart Communications; Adobe; Crawford Technologies; Newgen Software Technologies Ltd; Open Text Corporation; MESSAGEPOINT INC.; Oracle Corporation; Doxim; Capgemini; Precisely(CEDAR CX Technologies) among others.

In May 2020, Aspire has named Smart Communications a Customer Communications Management Leader.

In April 2022, Newgen Software has released OmniOMS 10.0, an updated version of their Omnichannel Customer Engagement Platform (CCM) .

TABLE OF CONTENTS

1. Introduction

1.1 Scope of the Study

1.2 The Insight Partners Research Report Guidance

1.3 Market Segmentation

1.3.1 North America Customer Communications Management Market – By Component

1.3.2 North America Customer Communications Management Market – By Deployment

1.3.3 North America Customer Communications Management Market – By Enterprise Size

1.3.4 North America Customer Communications Management Market – By Industry

1.3.5 North America Customer Communications Management Market – By Country

2. Key Takeaways

3. Research Methodology

3.1 Coverage

3.2 Secondary Research

3.3 Primary Research

4. North America Customer Communications Management Market Landscape

4.1 Market Overview

4.2 PEST Analysis

4.2.1 North America

4.3 Ecosystem Analysis

4.4 Expert Opinion

5. North America Customer Communications Management Market - Key Market Dynamics

5.1 Market Drivers

5.1.1 Customer Communications Management (CCM) Solutions Maintain Customer Engagement Through Omnichannel

5.1.2 Increasing Usage of Analytics and Mobility for Customer Communications Management (CCM)

5.2 Market Restraints

5.2.1 Data Synchronizations and Complexities

5.3 Market Opportunities

5.3.1 Integration of CCM Software with Cloud-Based Applications

5.4 Future Trends

5.4.1 Technological Advancements in Natural Language Processing for Better Customer Experience

5.5 Impact Analysis of Drivers and Restraints

6. Customer Communications Management Market – North America Market Analysis

6.1 North America Customer Communications Management Market Overview

6.2 North America Customer Communications Management Market Forecast and Analysis

7. North America Customer Communications Management Market – By Component

7.1 Overview

7.2 North America Customer Communications Management Market, By Component (2021 And 2028)

7.3 Solution

7.3.1 Overview

7.3.2 Solution: Customer communications management Market Revenue and Forecast To 2028 (US$ Million)

7.4 Services

7.4.1 Overview

7.4.2 Services: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

8. North America Customer Communications Management Market Analysis – By Deployment

8.1 Overview

8.2 North America Customer Communications Management Market, By Deployment (2021 And 2028)

8.3 Cloud

8.3.1 Overview

8.3.2 Cloud: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

8.4 On Premises

8.4.1 Overview

8.4.2 On Premises: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

9. North America Customer Communications Management Market Analysis – By Enterprise Size

9.1 Overview

9.2 North America Customer Communications Management Market, By Enterprise Size (2021 and 2028)

9.3 Small & Medium Enterprises

9.3.1 Overview

9.3.2 Small & Medium Enterprises: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

9.4 Large Enterprises

9.4.1 Overview

9.4.2 Large Enterprises: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10. North America Customer Communications Management Market Analysis – By Industry

10.1 Overview

10.2 North America Customer Communications Management Market, By Industry (2021 And 2028)

10.3 BFSI

10.3.1 Overview

10.3.2 BFSI: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.4 IT and Telecom

10.4.1 Overview

10.4.2 IT and Telecom: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.5 Manufacturing

10.5.1 Overview

10.5.2 Manufacturing: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.6 Retail

10.6.1 Overview

10.6.2 Retail: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.7 Energy and Utilities

10.7.1 Overview

10.7.2 Energy and Utilities: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.8 Government

10.8.1 Overview

10.8.2 Government: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

10.9 Others

10.9.1 Overview

10.9.2 Others: Customer Communications Management Market Revenue and Forecast To 2028 (US$ Million)

11. North America Customer Communications Management Market – By Country Analysis

11.1 North America: Customer Communications Management Market

11.1.1 North America Customer Communications Management Market Breakdown, by Country

11.1.1.1 US Customer Communications Management Market, Revenue and Forecast to 2028

11.1.1.1.1 US Customer Communications Management Market Breakdown, By Component

11.1.1.1.2 US Customer Communications Management Market Breakdown, By Deployment

11.1.1.1.3 US Customer Communications Management Market Breakdown, By Enterprise Size

11.1.1.1.4 US Customer Communications Management Market Breakdown, By Industry

11.1.1.2 Canada Customer Communications Management Market, Revenue and Forecast to 2028

11.1.1.2.1 Canada Customer Communications Management Market Breakdown, By Component

11.1.1.2.2 Canada Customer Communications Management Market Breakdown, By Deployment

11.1.1.2.3 Canada Customer Communications Management Market Breakdown, By Enterprise Size

11.1.1.2.4 Canada Customer Communications Management Market Breakdown, By Industry

11.1.1.3 Mexico Customer Communications Management Market, Revenue and Forecast to 2028

11.1.1.3.1 Mexico Customer Communications Management Market Breakdown, By Component

11.1.1.3.2 Mexico Customer Communications Management Market Breakdown, By Deployment

11.1.1.3.3 Mexico Customer Communications Management Market Breakdown, By Enterprise Size

11.1.1.3.4 Mexico Customer Communications Management Market Breakdown, By Industry

12. Industry Landscape

12.1 Overview

12.2 Market Initiative

12.3 New Product Development

12.4 Merger and Acquisition

13. Company Profiles

13.1 Smart Communications

13.1.1 Key Facts

13.1.2 Business Description

13.1.3 Products and Services

13.1.4 Financial Overview

13.1.5 SWOT Analysis

13.1.6 Key Developments

13.2 Adobe

13.2.1 Key Facts

13.2.2 Business Description

13.2.3 Products and Services

13.2.4 Financial Overview

13.2.5 SWOT Analysis

13.2.6 Key Developments

13.3 Crawford Technologies

13.3.1 Key Facts

13.3.2 Business Description

13.3.3 Products and Services

13.3.4 Financial Overview

13.3.5 SWOT Analysis

13.3.6 Key Developments

13.4 Newgen Software Technologies Ltd.

13.4.1 Key Facts

13.4.2 Business Description

13.4.3 Products and Services

13.4.4 Financial Overview

13.4.5 SWOT Analysis

13.4.6 Key Developments

13.5 Open Text Corporation

13.5.1 Key Facts

13.5.2 Business Description

13.5.3 Products and Services

13.5.4 Financial Overview

13.5.5 SWOT Analysis

13.5.6 Key Developments

13.6 MESSAGEPOINT INC.

13.6.1 Key Facts

13.6.2 Business Description

13.6.3 Products and Services

13.6.4 Financial Overview

13.6.5 SWOT Analysis

13.6.6 Key Developments

13.7 Oracle Corporation

13.7.1 Key Facts

13.7.2 Business Description

13.7.3 Products and Services

13.7.4 Financial Overview

13.7.5 SWOT Analysis

13.7.6 Key Developments

13.8 Doxim

13.8.1 Key Facts

13.8.2 Business Description

13.8.3 Products and Services

13.8.4 Financial Overview

13.8.5 SWOT Analysis

13.8.6 Key Developments

13.9 Capgemini

13.9.1 Key Facts

13.9.2 Business Description

13.9.3 Products and Services

13.9.4 Financial Overview

13.9.5 SWOT Analysis

13.9.6 Key Developments

13.10 Precisely (CEDAR CX Technologies)

13.10.1 Key Facts

13.10.2 Business Description

13.10.3 Products and Services

13.10.4 Financial Overview

13.10.5 SWOT Analysis

13.10.6 Key Developments

14. Appendix

14.1 About The Insight Partners

14.2 Glossary

LIST OF TABLES.

Table 1.             North America Customer Communications Management Market, Revenue and Forecast, 2019–2028 (US$ Mn)

Table 2.             North America Customer Communications Management Market, Revenue and Forecast To 2028 – By Country (US$ million)

Table 3.             US Customer Communications Management Market, Revenue and Forecast to 2028 – By Component (US$ million)

Table 4.             US Customer Communications Management Market, Revenue and Forecast to 2028 – By Deployment (US$ million)

Table 5.             US Customer Communications Management Market, Revenue and Forecast to 2028 – By Enterprise Size (US$ million)

Table 6.             US Customer Communications Management Market, Revenue and Forecast to 2028 – By Industry (US$ million)

Table 7.             Canada Customer Communications Management Market, Revenue and Forecast to 2028 – By Component (US$ million)

Table 8.             Canada Customer Communications Management Market, Revenue and Forecast to 2028 – By Deployment (US$ million)

Table 9.             Canada Customer Communications Management Market, Revenue and Forecast to 2028 – By Enterprise Size (US$ million)

Table 10.          Canada Customer Communications Management Market, Revenue and Forecast to 2028 – By Industry (US$ million)

Table 11.          Mexico Customer Communications Management Market, Revenue and Forecast to 2028 – By Component (US$ million)

Table 12.          Mexico Customer Communications Management Market, Revenue and Forecast to 2028 – By Deployment (US$ million)

Table 13.          Mexico Customer Communications Management Market, Revenue and Forecast to 2028 – By Enterprise Size (US$ million)

Table 14.          Mexico Customer Communications Management Market, Revenue and Forecast to 2028 – By Industry (US$ million)

Table 15.          Glossary of Terms, Customer Communications Management Market

LIST OF FIGURES.

Figure 1.           North America Customer Communications Management Market Segmentation

Figure 2.           North America Customer Communications Management Market Segmentation – Country

Figure 3.           North America Customer Communications Management Market Overview

Figure 4.           North America Customer Communications Management Market, By Component

Figure 5.           North America Customer Communications Management Market, By Deployment

Figure 6.           North America Customer Communications Management Market, By Enterprise Size

Figure 7.           North America Customer Communications Management Market, By Industry

Figure 8.           North America Customer Communications Management Market, By Country

Figure 9.           North America: PEST Analysis

Figure 10.        North America Customer Communications Management Market Ecosystem Analysis

Figure 11.        North America Expert Opinion

Figure 12.        North America Customer Communications Management Market Impact Analysis of Drivers and Restraints

Figure 13.        North America Customer Communications Management Market, Forecast and Analysis (US$ Mn)

Figure 14.        North America Customer Communications Management Market, By Component (2021 and 2028)

Figure 15.        North America Solution: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 16.        North America Services: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 17.        North America Customer Communications Management Market, By Deployment (2021 and 2028)

Figure 18.        North America Cloud: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 19.        North America On Premises: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 20.        North America Customer Communications Management Market, By Enterprise Size (2021 and 2028)

Figure 21.        North America Small & Medium Enterprises: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 22.        North America Large Enterprises: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 23.        North America Customer Communications Management Market, By Industry (2021 and 2028)

Figure 24.        North America BFSI: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 25.        North America IT and Telecom: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 26.        North America Manufacturing: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 27.        North America Retail: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 28.        North America Energy and Utilities: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 29.        North America Government: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 30.        North America Others: Customer Communications Management Market Revenue and Forecast to 2028 (US$ Million)

Figure 31.        North America Customer Communications Management Market, by Country – Revenue (2021) (US$ Million)

Figure 32.        North America Customer Communications Management Market Breakdown, by Country, 2021 & 2028 (%)

Figure 33.        US Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

Figure 34.        Canada Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

Figure 35.        Mexico Customer Communications Management Market, Revenue and Forecast to 2028 (US$ million)

The List of Companies - North America Customer Communication Management Market

● Smart Communications

● Adobe

● Crawford Technologies

● Newgen Software Technologies Ltd

● Open Text Corporation

● MESSAGEPOINT INC.

● Oracle Corporation

● Doxim

● Capgemini

● Precisely(CEDAR CX Technologies)

● Save and reduce time carrying out entry-level research by identifying the growth, size, leading players, and segments in the North America customer communications management Market.

● Highlights key business priorities in order to assist companies to realign their business strategies

● The key findings and recommendations highlight crucial progressive industry trends in the North America customer communications management Market, thereby allowing players across the value chain to develop effective long-term strategies

● Develop/modify business expansion plans by using substantial growth offering developed and emerging markets

● Scrutinize in-depth North America market trends and outlook coupled with the factors driving the North America customer communications management Market, as well as those hindering it

● Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing, and distribution

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