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Customer Communication Management (CCM) Managed Services Market By Industry Vertical (IT & Telecom, BFSI, E-commerce & Retail, Hospitality & Travel, Government & Utilities, Others (Healthcare, Education, Media & Entertainment, etc.)) – Growth, Future Prospects And Competitive Analysis 2017 – 2026

Summary
Table Of Content

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

The CCM-managed services market was worth $423.9 million in 2017 and is expected to exceed $1200 million by 2026. CCM-managed services cover outsourced processes related to CCM on a “pay-as-you-go” model. This ensures an effective flow of CCM processes with minimal cost as compared to 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 over the past few years. Factors such as the continually growing adoption of cloud services and the higher inclination of small and medium-sized enterprises (SMEs) towards these services would ensure optimum market growth over the forecast period. However, concerns related to data breaches from web-based CCM platforms remain a major challenge for the market’s growth.

Market Synopsis

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 the IT & telecom and BFSI segments. The two segments collectively accounted for more than 40% of the total market value in 2017. The presence of strong IT & telecom and BFSI sectors with a strong focus on effective customer engagement is the most prominent factor supporting segment growth. With consistently increasing cloud service and managed IT service penetration in Asia Pacific, the IT and telecom segment will continue to dominate the market. In the following years, the hospitality and travel segment is projected to register a high growth rate over the forecast period.

North America will continue to dominate the market, while Asia Pacific will emerge as the most promising region.

In 2017, North America led the overall CCM managed services market in terms of value. The region contributed more than 1/3 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 a higher degree of sophistication among customers and higher labor costs have resulted in greater adoption of CCM solutions in North America. In addition, a higher focus on enhanced customer engagement coupled with the presence of a significant number of managed service providers is another prominent factor supporting market growth. With the ongoing need for effective customer engagement, North America would maintain its market leadership 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, which has a robust IT and telecom sector along with significant penetration of managed IT services. In Europe, Germany, the U.K., France, Italy, and Spain collectively control nearly 2/3 of the total IT industry across the region. Nevertheless, in the following years, Asia Pacific would exhibit the fastest growth in the CCM managed services market. Because of the rapidly expanding IT industry in Japan, China, South Korea, India, and some Southeast Asian countries is expected to emerge as prominent markets for overall managed IT services. Subsequently, the region would demonstrate high growth during the forecast period.

Geographic expansion and service enhancement will 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 Doxie 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 platforms. The introduction of new and improved software with multichannel communication and advanced features is one 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 an increase in competition between the market leaders and the already existing players during the forecast period.

Historical & Forecast Period

This research report presents the analysis of each segment from 2016 to 2026, considering 2017 as the base year for the research. The compound annual growth rate (CAGR) for each of the respective segments is 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 the global CCM managed services market based on industry verticals and geography. Key segments covered in the report are as follows:

This report’s distinct data points

Analysis of cloud service adoption across different regions and countries worldwide
Current scenario of overall managed IT services across the globe
attractive investment propositions for vertical industry segments as well as geography
Comparative scenario for vertical industry 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)

List of Figures

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)

List of Tables

TABLE 1 Market Snapshot: Global Customer Communication Management (CCM) Market
TABLE 2 Impact Indicators
TABLE 3 Impact Analysis of Drivers and Restraints
TABLE 4 North America Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 5 North America Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 6 North America Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 7 Europe Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 8 Europe Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 9 Europe Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 10 Asia Pacific Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 11 Asia Pacific Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 12 Asia Pacific Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 13 RoW Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 14 RoW Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 15 RoW Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 16 GMC Software AG: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 17 OpenText Corp.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 18 SmartComms SC, Limited: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 19 XMPie (Xerox Corporation): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 20 HP Exstream (Hewlett-Packard Development Company, L.P.): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 21 EMC Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 22 Pitney Bowes, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 23 Oracle Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 24 Ecrion, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 25 Adobe Systems Incorporated: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 26 Zoho Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 27 Striata: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 28 ISIS Papyrus Europe AG: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 29 Fidelity National Information Services, Inc. (FIS): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 30 Cincom Systems, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 31 Kofax, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 32 Newgen Software, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 33 Doxee S.p.A.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 34 Intense Technologies Limited: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)

Frequently Asked Questions:

What is the size of Customer Communication Management Market?

The market for Customer Communication Management Market is expected to reach USD$ XX in 2025.

What is the Customer Communication Management Market CAGR?

The Customer Communication Management Market is expected to see significant CAGR growth over the coming years, at 13.4%.

What is the Forecast period considered for Customer Communication Management Market?

The report is forecasted from 2017 -2025.

What is the base year considered for Customer Communication Management Market?

The base year of this report is 2016.

Who are the major players in this market?

XMPie (Xerox Corporation), HP Exstream (Hewlett-Packard Development Company, L.P.), EMC Corporation, Pitney Bowes, Inc. are some of the major players in the global market.

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