Home / Technology & Media / Customer Communication Management (CCM) Managed Services Market By Industry Vertical (It & Telecom, BFSI, E-Commerce & Retail, Hospitality & Travel, Government & Utilities, Others) - Growth, Future Prospects And Competitive Analysis, 2018 – 2026

Customer Communication Management (CCM) Managed Services Market By Industry Vertical (It & Telecom, BFSI, E-Commerce & Retail, Hospitality & Travel, Government & Utilities, Others) - Growth, Future Prospects And Competitive Analysis, 2018 – 2026

Published: Jun 2018 | Report Code: 59191-06-18

Increasing Inclination towards Adopting Managed IT Services to Pave Way for Customer Communication Management (CCM) Managed Services

CCM managed services market stood at US$ 423.9 Mn in 2017 and expected to cross the US$ 1,200 Mn mark by 2026. CCM managed services cover outsourced processes related to CCM on a ‘pay-as-you-go’ model. This ensures effective flow of CCM processes with minimal cost as compared to the in-house CCM suite management. With the overall growing inclination towards managed services, especially in North America and Europe, CCM managed services have witnessed robust demand in the regions since the past few years. Factors such as continually growing adoption of cloud services and higher inclination of small & medium enterprises (SMEs) towards these services would ensure optimum market growth over the forecast period. However, concerns related to data breach from web-based CCM platforms remains a major challenge for the market growth.

Market Synopsis

Customer Communication Management (CCM) Managed Services Market

IT & Telecom Segment to Continue Leading the Market; Hospitality & Travel Segment to Demonstrate the Highest Growth Rate

In 2017, the global CCM managed services market was led by IT & telecom and BFSI segments. The two segments collectively account for more than 40% of the total market value in 2017. Presence of strong IT & telecom and BFSI sectors with strong focus on effective customer engagement is the most prominent factor supporting the segment growth. With consistently increasing penetration of cloud services and managed IT services in Asia Pacific, the IT & telecom segment would continue dominating the market. In the following years, hospitality & travel segment is projected to register high growth rate over the forecast period.

Customer Communication Management (CCM) Managed Services Market

North America to Continue Dominating the Market; whereas Asia Pacific to Emerge as the Most Promising Market

In 2017, North America led the overall CCM managed services market in terms of value. The region contributed to more than 1/3rd of the total market value generated worldwide. The U.S., accounting for nearly 1/4th of the overall IT industry revenue, represents the largest market in North America. Factors such as higher degree of sophistication among customers and higher labor costs have resulted in greater adoption of CCM solutions in North America. In addition, higher focus towards enhanced customer engagement coupled with presence of significant number of managed services providers is another prominent factor supporting the market growth. With continued need for effective customer engagement, North America would continue leading the market over the forecast period.

Europe follows North America, in terms of market value, in the overall CCM managed services market. The market here is mainly governed by Western Europe having robust IT & telecom sector along with significant penetration of managed IT services. In Europe, Germany, U.K., France, Italy and Spain collectively control nearly 2/3rd of the total IT industry across the region. Nevertheless, in the following years, Asia Pacific would exhibit the fastest growth in CCM managed services market. Countries such as Japan, China, South Korea, India and some of the Southeast Asia countries are expected to emerge as prominent markets for overall managed IT services on account of continually growing IT industry here. Subsequently, the region would demonstrate high growth during the forecast period.

Customer Communication Management (CCM) Managed Services Market

Geographic expansion and service enhancement to remain the key strategies

Some of the major players operating in the market include Oracle Corporation, Pitney Bowes, Inc., Adobe Systems, Inc., OpenText Corporation, GMC Software AG, SmartComms SC Ltd., XMPie (Xerox Corporation), Ecrion, Inc., Zoho Corporation, Striata, Cincom Systems, Inc., Kofax, Inc., Newgen Software, Inc., Intense Technologies Ltd., Dell, Inc., ISIS Papyrus Europe AG, Fidelity National Information Services, Inc. and Doxee S.p.A. among others. Prominent players in the CCM managed services market are focused on strengthening their product portfolios with more secure and efficient communication software and platform. Introduction of new and improved software with multichannel communication and advanced features are few of the prime strategies adopted by the market players. Emerging players in the market are expected to experience tough competition and will have to plan better strategies to survive in this highly competitive market in the near future due to increase in competition between the market leaders and the already existing players during the forecast period.

Customer Communication Management (CCM) Managed Services Market

Historical & Forecast Period

2016 – Historical Year

2017 – Base Year

2018-2026 – Forecast Period

This research report presents the analysis of each segment from 2016 to 2026 considering 2017 as the base year for the research. Compounded Annual Growth Rate (CAGR) for each respective segments are calculated for the forecast period from 2018 to 2026.

Report Scope by Segments

The CCM managed services market report provides market size and estimates based on market dynamics and key trends observed in the industry. The report provides a holistic view of global CCM managed services market based on industry vertical and geography. Key segments covered in the report are as follows:

Industry Vertical Segment (2016–2026; US$ Mn)

  • IT & Telecom
  • Banks, Financial Services & Insurance (BFSI)
  • E-commerce & Retail
  • Hospitality & Travel
  • Government & Utilities
  • Others (Healthcare, Education, Media & Entertainment etc.)

Geography Segment (2016–2026; US$ Mn)

  • North America
    • United States
    • Rest of North America
  • Europe
    • United Kingdom
    • Germany
    • France
    • Italy
    • Spain
    • Rest of Europe
  • Asia Pacific (APAC)
    • China
    • Japan
    • Rest of Asia Pacific
  • Rest of the World (RoW)
    • Middle East & Africa (MEA)
    • Latin America

Customer Communication Management (CCM) Managed Services Market

Key questions answered in this report

  • What was the market size of CCM managed services in 2017 and forecast up to 2026?
  • Which is the largest regional market for CCM managed services?
  • What are the top countries/regions for overall managed IT services?
  • What are the key market trends observed in the CCM managed services market?
  • Which is the most promising industry vertical in CCM managed services market?
  • Who are the key players leading the market?
  • What are the key strategies adopted by the leading players in market?

Unique data points of this report

  • Analysis on cloud services adoption across different regions/countries worldwide
  • Current scenario of overall managed IT services across the globe
  • Attractive investment proposition for industry vertical segment as well as geography
  • Comparative scenario for industry vertical segments for years 2017 (actual) and 2026 (forecast)

Chapter 1 Preface
1.1 Report Description
1.1.1 Purpose of the Report
1.1.2 Target Audience
1.1.3 USP and Key Offerings
1.2 Research Scope
1.3 Research Methodology
1.3.1 Phase I – Secondary Research
1.3.2 Phase II – Primary Research
1.3.3 Phase III – Expert Panel Review
1.3.4 Assumptions
1.3.5 Approach Adopted

Chapter 2 Executive Summary
2.1 Market Snapshot: Global CCM Managed Services Market
2.2 Global CCM Managed Services Market, By Industry Vertical, 2017 (US$ Mn)
2.3 Global CCM Managed Services Market, By Geography, 2017 (US$ Mn)

Chapter 3 Market Dynamics
3.1 Product Insights and Market Overview
3.1.1 Global CCM Managed Services Market Value and Growth, 2016 – 2026, (US$ Mn)
3.2 Market Drivers
3.2.1 Presence of Strong IT & Telecom and BFSI sectors in North America and Europe
3.2.2 Growing Need for Creation of Multiple and Divergent Communication Channels
3.2.3 Growing Inclination Towards Adopting Managed IT Services
3.3 Challenges
3.3.1 Risk of Data Breaching from Web-based CCM Platforms
3.4 Impact Analysis of Drivers and Restraints
3.5 Attractive Investment Proposition, by Industry Vertical, 2017
3.6 Competitive Landscape
3.6.1 Market Positioning of Key CCM Managed Service Providers, 2017
3.6.1 Leading player’s strategies

Chapter 4 CCM Managed Services Market, By Industry Vertical
4.1 Overview
4.1.1 CCM Managed Services Market Value Share, By Industry Vertical, 2017 & 2026 (%)
4.2 IT & Telecom
4.3 BFSI
4.4 E-commerce & Retail
4.5 Hospitality & Travel
4.6 Government & Utilities
4.7 Others (Healthcare, Education, Media & Entertainment, etc.)

Chapter 5 North America CCM Managed Services Market Analysis
5.1 Overview
5.2 North America CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026 (US$ Mn)
5.3 North America CCM Managed Services Market Analysis, By Country, 2018 – 2026 (US$ Mn)
5.3.1 U.S.
5.3.1.1 U.S. CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
5.3.2 Canada
5.3.2.1 Canada CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026

Chapter 6 Europe CCM Managed Services Market Analysis
6.1 Overview
6.2 Europe CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026 (US$ Mn)
6.3 Europe CCM Managed Services Market Analysis, By Country, 2018 – 2026 (US$ Mn)
6.3.1 U.K.
6.3.1.1 U.K. CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
6.3.2 Germany
6.3.2.1 Germany CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
6.3.3 France
6.3.3.1 France CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
6.3.4 Italy
6.3.4.1 Italy CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
6.3.5 Spain
6.3.5.1 Spain CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
6.3.6 Rest of Europe
6.3.6.1 Rest of Europe CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026

Chapter 7 Asia Pacific CCM Managed Services Market Analysis
7.1 Overview
7.2 Asia Pacific CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026 (US$ Mn)
7.3 Asia Pacific CCM Managed Services Market Analysis, By Country, 2018 – 2026 (US$ Mn)
7.3.1 China
7.3.1.1 China CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
7.3.2 Japan
7.3.2.1 Japan CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
7.3.3 Rest of Asia Pacific
7.3.3.1 Rest of Asia Pacific CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026

Chapter 8 RoW CCM Managed Services Market Analysis
8.1 Overview
8.2 RoW CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026 (US$ Mn)
8.3 RoW CCM Managed Services Market Analysis, By Region, 2018 – 2026 (US$ Mn)
8.3.1 Middle East & Africa (MEA)
8.3.1.1 MEA CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
8.3.2 Latin America
8.3.2.1 Latin America CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026

Chapter 9 Company Profiles
9.1 GMC Software AG (Quadient)
9.1.1 GMC Software AG: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.2 OpenText Corp.
9.2.1 OpenText Corp.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.3 SmartComms SC, Ltd.
9.3.1 Smart Comms SC, Ltd.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.4 XMPie (Xerox Corporation)
9.4.1 XMPie (Xerox Corporation): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.5 Pitney Bowes, Inc.
9.5.1 Pitney Bowes, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.6 Oracle Corporation
9.6.1 Oracle Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.7 Ecrion, Inc.
9.7.1 Ecrion, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.8 Adobe Systems Incorporated
9.8.1 Adobe Systems Incorporated: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.9 Zoho Corporation
9.9.1 Zoho Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.10 Striata
9.10.1 Striata: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.11 Cincom Systems, Inc.
9.11.1 Cincom Systems, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.12 Kofax, Inc.
9.12.1 Kofax, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.13 Newgen Software, Inc.
9.13.1 Newgen Software, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.14 Intense Technologies Limited
9.14.1 Intense Technologies Limited: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.15 Dell Inc. (Dell EMC)
9.15.1 Dell Inc. (Dell EMC): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.16 ISIS Papyrus Europe AG.
9.16.1 ISIS Papyrus Europe AG.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.17 Fidelity National Information Services, Inc. (FIS)
9.17.1 Fidelity National Information Services, Inc. (FIS): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
9.18 Doxee S.p.A.
9.18.1 Doxee S.p.A..: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)

FIG. 1 Global Customer Communication Management (CCM) Managed Services Market: Research Methodology
FIG. 2 Top-Down and Bottom Up Approach
FIG. 3 Global CCM Managed Services Market, By Industry Vertical, 2017 (US$ Mn)
FIG. 4 Global CCM Managed Services Market, By Geography, 2017 (US$ Mn)
FIG. 5 Global CCM Managed Services Market Value and Growth, 2016 – 2026, (US$ Mn)
FIG. 6 Attractive Investment Proposition, by Industry Vertical, 2017
FIG. 7 Market Positioning of Key CCM Managed Service Providers, 2017
FIG. 8 CCM Managed Services Market Value Share, By Industry Vertical, 2017 & 2026 (%)
FIG. 9 Global CCM Managed Services Market Value in IT & Telecommunication, 2016 – 2026 (US$ Mn)
FIG. 10 Global CCM Managed Services Market Value in BFSI, 2016 – 2026 (US$ Mn)
FIG. 11 Global CCM Managed Services Market Value in E-commerce & Retail, 2016 – 2026 (US$ Mn)
FIG. 12 Global CCM Managed Services Market Value in Hospitality & Travel, 2016 – 2026 (US$ Mn)
FIG. 13 Global CCM Managed Services Market Value in Government & Utilities, 2016 – 2026 (US$ Mn)
FIG. 14 Global CCM Managed Services Market Value in Other Industries, 2016 – 2026 (US$ Mn)

TABLE 1 Market Snapshot: Global CCM Managed Services Market
TABLE 2 Impact Indicators
TABLE 3 Impact Analysis of Drivers and Restraints
TABLE 4 North America CCM Managed Services Market Value, By Industry Vertical, 2016 – 2026 (US$ Mn)
TABLE 5 North America CCM Managed Services Market Value, By Country, 2016 – 2026 (US$ Mn)
TABLE 6 U.S. CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 7 Canada CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 8 Europe CCM Managed Services Market Value, By Industry Vertical, 2016 – 2026 (US$ Mn)
TABLE 9 Europe CCM Managed Services Market Value, By Country, 2016 – 2026 (US$ Mn)
TABLE 10 U.K. CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 11 Germany CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 12 France CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 13 Italy CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 14 Spain CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 15 Rest of Europe CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 16 Asia Pacific CCM Managed Services Market Value, By Industry Vertical, 2016 – 2026 (US$ Mn)
TABLE 17 Asia Pacific CCM Managed Services Market Value, By Country, 2016 – 2026 (US$ Mn)
TABLE 18 China CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 19 Japan CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 20 Rest of Asia Pacific CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 21 RoW CCM Managed Services Market Value, By Industry Vertical, 2016 – 2026 (US$ Mn)
TABLE 22 RoW CCM Managed Services Market Value, By Region, 2016 – 2026 (US$ Mn)
TABLE 23 MEA CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 24 Latin America CCM Managed Services Market Analysis, By Industry Vertical, 2018 – 2026
TABLE 25 GMC Software AG: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 26 OpenText Corp.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, RecentDevelopments)
TABLE 27 Smart Comms SC, Ltd.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 28 XMPie (Xerox Corporation): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 29 Pitney Bowes, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 30 Oracle Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 31 Ecrion, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 32 Adobe Systems Incorporated: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 33 Zoho Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 34 Striata: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 35 Cincom Systems, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 36 Kofax, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 37 Newgen Software, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 38 Intense Technologies Limited: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 39 Dell Inc. (Dell EMC): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 40 ISIS Papyrus Europe AG.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 41 Fidelity National Information Services, Inc. (FIS): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)
TABLE 42 Doxee S.p.A.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Recent Developments)

Choose License Type
Connect With Us
+1-800-361-8290
24/7 Research Support

Credence Webinars

Join Credence analysts to explore the latest IT Trends

view upcoming webinars

Our Clients