顧客セルフサービスソフトウェアの世界市場予測（～2021年）：ウェブセルフサービス、モバイルセルフサービス、インテリジェントバーチャルアシスタント、ソーシャルメディア・コミュニティセルフサービス...市場調査レポートについてご紹介

TABLE OF CONTENTS

1 INTRODUCTION 16
1.1 OBJECTIVES OF THE STUDY 16
1.2 MARKET DEFINITION 16
1.3 MARKET SCOPE 16
1.3.1 MARKETS COVERED 17
1.3.2 YEARS CONSIDERED FOR THE STUDY 17
1.4 CURRENCY 18
1.5 LIMITATIONS 18
1.6 STAKEHOLDERS 18

2 RESEARCH METHODOLOGY 19
2.1 INTRODUCTION 19
2.1.1 SECONDARY DATA 20
2.1.1.1 Key data from secondary sources 20
2.1.2 PRIMARY DATA 21
2.1.2.1 Key data from primary sources 21
2.1.2.2 Key industry insights 22
2.1.2.3 Breakdown of primaries 22
2.2 MARKET SIZE ESTIMATION 23
2.2.1 BOTTOM-UP APPROACH 23
2.2.2 TOP-DOWN APPROACH 24
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION 25
2.4 VENDOR COMPARISON METHODOLOGY 26
2.5 RESEARCH ASSUMPTIONS AND LIMITATIONS 27
2.5.1 ASSUMPTIONS 27
2.5.2 LIMITATIONS 27

3 EXECUTIVE SUMMARY 28

4 PREMIUM INSIGHTS 32
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER SELF-SERVICE SOFTWARE MARKET 32
4.2 CUSTOMER SELF-SERVICE SOFTWARE MARKET, BY REGION, 2016 VS. 2021 32
4.3 CUSTOMER SELF-SERVICE SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2016–2021 33
4.4 CUSTOMER SELF-SERVICE SOFTWARE MARKET, BY VERTICAL AND REGION, 2016 33
4.5 LIFECYCLE ANALYSIS, BY REGION, 2016–2021 34
 

5 MARKET OVERVIEW 36
5.1 INTRODUCTION 37
5.2 EVOLUTION 37
5.3 MARKET SEGMENTATION 38
5.3.1 BY TYPE 38
5.3.2 BY SOLUTION 39
5.3.3 BY SERVICE 40
5.3.4 BY DEPLOYMENT TYPE 40
5.3.5 BY VERTICAL 41
5.3.6 BY REGION 41
5.4 MARKET DYNAMICS 42
5.4.1 DRIVERS 42
5.4.1.1 Enhancing the customer service enables companies to increase customer satisfaction and loyalty levels 42
5.4.1.2 Increasing availability of various customer service touch points 43
5.4.1.3 Increasing need of companies to gain competitive advantage and decrease customer churn out rate 43
5.4.1.4 Increase in productivity and reduction of operational costs 43
5.4.2 RESTRAINTS 43
5.4.2.1 The increasing deployment of CSS tools may decrease the personal engagement and interaction of companies with customers 43
5.4.2.2 Low adoption of CSS technologies among organizations and less awareness among customers 44
5.4.3 OPPORTUNITIES 44
5.4.3.1 Integration of artificial intelligence, business intelligence, and big data with CSS technologies to understand consumer behavior 44
5.4.3.2 Increasing opportunities for CSS via social media 44
5.4.3.3 Rapid adoption of automated CSS software across small and medium-sized enterprises 45
5.4.4 CHALLENGES 45
5.4.4.1 Complex user interfaces and technological glitches 45
5.4.4.2 Lack of skilled workforce to handle self-service portals 45

6 INDUSTRY TRENDS 46
6.1 INTRODUCTION 46
6.2 ECOSYSTEM ANALYSIS 46
6.3 INNOVATION SPOTLIGHT 47

7 CUSTOMER SELF-SERVICE SOFTWARE MARKET ANALYSIS, BY TYPE 49
7.1 INTRODUCTION 50
7.2 SOLUTIONS 51
7.2.1 WEB SELF-SERVICE 52
7.2.2 MOBILE SELF-SERVICE 53
7.2.3 INTELLIGENT VIRTUAL ASSISTANTS 54
7.2.4 SOCIAL MEDIA AND COMMUNITY SELF-SERVICE 54
7.2.5 E-MAIL MANAGEMENT 55
7.2.6 INTERACTIVE VOICE RESPONSE AND INTERACTIVE TEXT RESPONSE 56
7.2.7 OTHERS 57
7.3 SERVICES 58
7.3.1 PROFESSIONAL SERVICES 59
7.3.1.1 Consulting services 60
7.3.1.2 Integration and deployment services 60
7.3.1.3 Training and support services 61
7.3.2 MANAGED SERVICES 62

8 CUSTOMER SELF-SERVICE SOFTWARE MARKET ANALYSIS, BY DEPLOYMENT TYPE 63
8.1 INTRODUCTION 64
8.2 CLOUD 65
8.3 ON-PREMISES 66

9 CUSTOMER SELF-SERVICE SOFTWARE MARKET ANALYSIS, BY VERTICAL 67
9.1 INTRODUCTION 68
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 69
9.3 MANUFACTURING 70
9.4 RETAIL AND E-COMMERCE 70
9.5 EDUCATION 71
9.6 MEDIA AND ENTERTAINMENT 72
9.7 IT AND TELECOMMUNICATION 72
9.8 HEALTHCARE AND LIFE SCIENCES 73
9.9 TRANSPORTATION AND LOGISTICS 74
9.10 UTILITIES 74
9.11 GOVERNMENT AND PUBLIC 76
9.12 OTHERS 77

10 GEOGRAPHIC ANALYSIS 78
10.1 INTRODUCTION 79
10.2 NORTH AMERICA 81
10.2.1 U.S. 86
10.2.2 CANADA 88
10.3 EUROPE 91
10.4 ASIA-PACIFIC 94
10.5 MIDDLE EAST AND AFRICA 99
10.6 LATIN AMERICA 102
 

11 COMPETITIVE LANDSCAPE 105
11.1 OVERVIEW 105
11.2 PORTFOLIO COMPARISON 106
11.3 COMPETITIVE SITUATIONS AND TRENDS 107
11.3.1 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS 108
11.3.2 NEW PRODUCT LAUNCHES 109
11.3.3 MERGERS AND ACQUISITIONS 109
11.4 STRATEGIC BENCHMARKING 110
11.5 CUSTOMER SELF-SERVICE SOFTWARE MARKET: VENDOR COMPARISON 111
11.6 VENDOR INCLUSION CRITERIA 111
11.7 VENDORS EVALUATED 111

12 COMPANY PROFILES 113
12.1 INTRODUCTION 113
(Overview, Financials, Products & Services, Strategy, and Developments)*
12.2 MICROSOFT CORPORATION 114
12.3 NUANCE COMMUNICATIONS, INC. 117
12.4 ORACLE CORPORATION 121
12.5 SAP SE 125
12.6 SALESFORCE.COM, INC. 128
12.7 ASPECT SOFTWARE, INC. 131
12.8 AVAYA, INC. 133
12.9 BMC SOFTWARE, INC. 135
12.10 VERINT SYSTEMS, INC. 137
12.11 ZENDESK, INC. 139
*Details on overview, financials, product & services, strategy, and developments might not be captured in case of unlisted companies.
12.12 KEY INNOVATORS 141
12.12.1 ANSWERDASH, INC. 141
12.12.2 APTEAN CORPORATION 141
12.12.3 CREATIVE VIRTUAL 142
12.12.4 EGAIN CORPORATION 143
12.12.5 FRESHDESK, INC. 144
12.12.6 HAPPYFOX, INC. 144
12.12.7 INBENTA TECHNOLOGIES, INC. 145
12.12.8 NANOREP TECHNOLOGIES LTD. 145
12.12.9 RECURSIVE LABS, INC. 146
12.12.10 UNBLU, INC. 146
 

13 APPENDIX 148
13.1 INDUSTRY EXCERPTS 148
13.2 DISCUSSION GUIDE 149
13.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 152
13.4 AVAILABLE CUSTOMIZATIONS 154
13.5 RELATED REPORTS 154
13.6 AUTHOR DETAILS 155