Customer Self-Service Software Market by Solution (Web Self-Service  Mobile Self-Service  Intelligent Virtual Assistants  and Social Media and Community Self-Service)  Service  Deployment Type  Vertical  and Region - Global Forecast to 2021

Customer Self-Service Software Market by Solution (Web Self-Service Mobile Self-Service Intelligent Virtual Assistants and Social Media and Community Self-Service) Service Deployment Type Vertical and Region - Global Forecast to 2021

MarketsandMarkets | ID: 1541226102826 | Published at: 2017-02-02 | Pages: 153

  • €4.821,70


“Increasing need among the companies to enhance their overall customer experience and decrease the customer churn out rate, and Increasing availability of various customer service touch points, is expected to drive the overall market”
The customer self-service (CSS) software market size is estimated to grow from USD 4.33 billion in 2016 to USD 9.38 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 16.7% due increasing availability of various customer service touch points and increasing need among the companies to enhance their overall customer experience. In addition, increasing productivity and reduction of operational costs has also led to an increasing demand for CSS services and solutions. However, factors such as hesitation among organization’s employees to adapt new self-service technologies and less awareness among customers is the major factor restraining the overall growth of the market.
“Web self-service solution is expected to dominate the market during the forecast period”
In 2016, Web self-service is expected to dominate the solution segment in the CSS software market. As this solution is used as a digital support mechanism by many organizations, which enables the customers and employees in the organization to self-assist themselves by providing access to information and perform routine tasks over the internet.
“Asia-Pacific (APAC) is projected to witness the highest growth during the forecast period”
North America is expected to hold the largest market share of the CSS software market in 2016 due to factors such as increasing penetration of mobile and web self-service solutions among customers and the presence of major CSS software vendors in the U.S. APAC is estimated to grow at the highest rate during the forecast period as organizations in this region are looking to adapt CSS solutions to meet the demand of dynamic customer base as well as SMEs are also acknowledging the importance of CSS solutions and are receptive towards considering dedicated self-care application.

In the process of determining and verifying the market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with key industry personnel. The break-up of profiles of primary discussion participants is given below.
• By Company Type: Tier-1: 42%, Tier-2: 36%, and Tier-3: 22% companies
• By Designation: C-Level: 35%, Director Level: 25%, and Others: 40%
• By Region: North America: 31%, Europe: 33%, Asia-Pacific: 19%, and Rest of the World: 17%
The list of CSS vendors profiled in the report is as follows:
1. Microsoft Corporation (U.S.)
2. Nuance Communications (U.S.)
3. Oracle Corporation (U.S.)
4. SAP SE (Germany)
5. Salesforce.com, Inc. (U.S.)
6. Aspect Software Inc. (U.S.)
7. Avaya, Inc. (U.S.)
8. BMC Software, Inc. (U.S.)
9. Verint Systems, Inc. (U.S.)
10. Zendesk, Inc. (U.S.)

Research Coverage
The global CSS software market has been segmented on the basis of solutions, services, deployment types, verticals, and regions. The various types of analysis covered in the study include SWOT analysis, value chain analysis, competitive landscaping, and DROC analysis. The he scope of the report covers detailed information regarding the major factors influencing the growth of the customer self-service software market such as drivers, restraints, challenges, and opportunities.
Reasons to Buy the Report
The report will help the market leaders/new entrants in this market in the following ways:
1. This report segments the CSS software market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the sub segments across different verticals and regions.
2. The report helps the stakeholders understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help the stakeholders to better understand the competitors and gain more insights to better their position in the business. The competitive landscape section includes competitor ecosystem, new product developments, partnerships, and mergers & acquisitions.

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

LIST OF TABLES

TABLE 1 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE AND GROWTH RATE,
2014–2021 (USD BILLION, YEAR-OVER-YEAR (Y-O-Y) %) 29
TABLE 2 CUSTOMER SELF-SERVICE SOFTWARE MARKET: INNOVATION SPOTLIGHT 47
TABLE 3 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE,
2014–2021 (USD MILLION) 50
TABLE 4 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION,
2014–2021 (USD MILLION) 51
TABLE 5 WEB SELF-SERVICE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY REGION, 2014–2021 (USD MILLION) 52
TABLE 6 MOBILE SELF-SERVICE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY REGION, 2014–2021 (USD MILLION) 53
TABLE 7 INTELLIGENT VIRTUAL ASSISTANTS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 54
TABLE 8 SOCIAL MEDIA AND COMMUNITY SELF-SERVICE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 55
TABLE 9 E-MAIL MANAGEMENT: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY REGION, 2014–2021 (USD MILLION) 55
TABLE 10 INTERACTIVE VOICE RESPONSE AND INTERACTIVE TEXT RESPONSE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 56
TABLE 11 OTHERS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION,
2014–2021 (USD MILLION) 57
TABLE 12 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE,
2014–2021 (USD MILLION) 58
TABLE 13 PROFESSIONAL SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 59
TABLE 14 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 59
TABLE 15 CONSULTING SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY REGION, 2014–2021 (USD MILLION) 60
TABLE 16 INTEGRATION AND DEPLOYMENT SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 61
TABLE 17 TRAINING AND SUPPORT SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 61
TABLE 18 MANAGED SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY REGION, 2014–2021 (USD MILLION) 62
TABLE 19 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 64
TABLE 20 CLOUD: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION,
2014–2021 (USD MILLION) 65
TABLE 21 ON-PREMISES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 66
TABLE 22 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL,
2014–2021 (USD MILLION) 68
TABLE 23 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 69
TABLE 24 MANUFACTURING: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY REGION, 2014–2021 (USD MILLION) 70
TABLE 25 RETAIL AND E-COMMERCE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 71
TABLE 26 EDUCATION: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 71
TABLE 27 MEDIA AND ENTERTAINMENT: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 72
TABLE 28 IT AND TELECOMMUNICATION: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 73
TABLE 29 HEALTHCARE AND LIFE SCIENCES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 73
TABLE 30 TRANSPORTATION AND LOGISTICS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 74
TABLE 31 UTILITIES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 75
TABLE 32 GOVERNMENT AND PUBLIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014–2021 (USD MILLION) 76
TABLE 33 OTHERS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION,
2014–2021 (USD MILLION) 77
TABLE 34 CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION,
2014–2021 (USD MILLION) 80
TABLE 35 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014–2021 (USD MILLION) 82
TABLE 36 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY SOLUTION, 2014–2021 (USD MILLION) 83
TABLE 37 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY SERVICE, 2014–2021 (USD MILLION) 83
TABLE 38 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 84
TABLE 39 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 84
TABLE 40 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY VERTICAL, 2014–2021 (USD MILLION) 85
TABLE 41 NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY COUNTRY, 2014–2021 (USD MILLION) 85
TABLE 42 U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE,
2014–2021 (USD MILLION) 86
TABLE 43 U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION,
2014–2021 (USD MILLION) 86
TABLE 44 U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE,
2014–2021 (USD MILLION) 87
TABLE 45 U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 87
TABLE 46 U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 87
TABLE 47 U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL,
2014–2021 (USD MILLION) 88
TABLE 48 CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE,
2014–2021 (USD MILLION) 89
TABLE 49 CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014–2021 (USD MILLION) 89
TABLE 50 CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014–2021 (USD MILLION) 90
TABLE 51 CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 90
TABLE 52 CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 90
TABLE 53 CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014–2021 (USD MILLION) 91
TABLE 54 EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE,
2014–2021 (USD MILLION) 92
TABLE 55 EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014–2021 (USD MILLION) 92
TABLE 56 EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014–2021 (USD MILLION) 93
TABLE 57 EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 93
TABLE 58 EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 93
TABLE 59 EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014–2021 (USD MILLION) 94
TABLE 60 ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014–2021 (USD MILLION) 96
TABLE 61 ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014–2021 (USD MILLION) 96
TABLE 62 ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014–2021 (USD MILLION) 97
TABLE 63 ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 97
TABLE 64 ASIA-PACIFIC: CSS SOFTWARE SIZE, BY DEPLOYMENT TYPE,
2014–2021 (USD MILLION) 97
TABLE 65 ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014–2021 (USD MILLION) 98
TABLE 66 MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014–2021 (USD MILLION) 99
TABLE 67 MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014–2021 (USD MILLION) 99
TABLE 68 MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014–2021 (USD MILLION) 100
TABLE 69 MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 100
TABLE 70 MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 101
TABLE 71 MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014–2021 (USD MILLION) 101
TABLE 72 LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014–2021 (USD MILLION) 102
TABLE 73 LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY SOLUTION, 2014–2021 (USD MILLION) 102
TABLE 74 LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014–2021 (USD MILLION) 103
TABLE 75 LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY PROFESSIONAL SERVICE, 2014–2021 (USD MILLION) 103
TABLE 76 LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY DEPLOYMENT TYPE, 2014–2021 (USD MILLION) 104
TABLE 77 LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE,
BY VERTICAL, 2014–2021 (USD MILLION) 104
TABLE 78 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2016 108
TABLE 79 NEW PRODUCT LAUNCHES, 2016 109
TABLE 80 MERGERS AND ACQUISITIONS, 2015–2016 109
TABLE 81 EVALUATION CRITERIA 111


LIST OF FIGURES

FIGURE 1 GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET: RESEARCH DESIGN 19
FIGURE 2 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 23
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 24
FIGURE 4 DATA TRIANGULATION 25
FIGURE 5 VENDOR COMPARISON: CRITERIA WEIGHTAGE 26
FIGURE 6 INCREASING NEED AMONG THE COMPANIES TO ENHANCE THEIR OVERALL CUSTOMER EXPERIENCE IS DRIVING THE GROWTH OF THE CUSTOMER SELF-SERVICE SOFTWARE MARKET 29
FIGURE 7 THE TOP THREE SEGMENTS FOR THE CUSTOMER SELF-SERVICE SOFTWARE MARKET DURING THE FORECAST PERIOD 30
FIGURE 8 NORTH AMERICA IS EXPECTED TO HOLD THE LARGEST MARKET SHARE IN 2016 30
FIGURE 9 GROWTH TRENDS OF CSS MARKET 32
FIGURE 10 ASIA-PACIFIC IS EXPECTED TO WITNESS THE HIGHEST GROWTH DURING THE FORECAST PERIOD 32
FIGURE 11 CLOUD DEPLOYMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 33
FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL IS EXPECTED TO HOLD THE LARGEST MARKET SHARE IN 2016 33
FIGURE 13 REGIONAL LIFECYCLE: ASIA-PACIFIC IS EXPECTED TO EXHIBIT THE HIGHEST GROWTH POTENTIAL DURING THE FORECAST PERIOD 34
FIGURE 14 CUSTOMER SELF-SERVICE SOFTWARE MARKET: MARKET INVESTMENT SCENARIO 35
FIGURE 15 EVOLUTION OF CUSTOMER SELF-SERVICE SOFTWARE MARKET 37
FIGURE 16 CUSTOMER SELF-SERVICE SOFTWARE MARKET SEGMENTATION: BY TYPE 38
FIGURE 17 CUSTOMER SELF-SERVICE SOFTWARE MARKET SEGMENTATION: BY SOLUTION 39
FIGURE 18 CUSTOMER SELF-SERVICE SOFTWARE MARKET SEGMENTATION: BY SERVICE 40
FIGURE 19 CUSTOMER SELF-SERVICE SOFTWARE MARKET SEGMENTATION:
BY DEPLOYMENT TYPE 40
FIGURE 20 CUSTOMER SELF-SERVICE SOFTWARE MARKET SEGMENTATION: BY VERTICAL 41
FIGURE 21 CUSTOMER SELF-SERVICE SOFTWARE MARKET SEGMENTATION: BY REGION 41
FIGURE 22 CUSTOMER SELF-SERVICE SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 42
FIGURE 23 CUSTOMER SELF-SERVICE SOFTWARE MARKET: ECOSYSTEM 47
FIGURE 24 WEB SELF-SERVICE IS EXPECTED TO LEAD THE CUSTOMER SELF-SERVICE SOFTWARE SOLUTIONS MARKET IN TERMS OF MARKET SIZE DURING THE FORECAST PERIOD 51
FIGURE 25 PROFESSIONAL SERVICES IS EXPECTED TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 58
FIGURE 26 CLOUD DEPLOYMENT IS EXPECTED TO DOMINATE THE MARKET DURING THE FORECAST PERIOD 64
FIGURE 27 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL IS EXPECTED TO DOMINATE THE MARKET DURING THE FORECAST PERIOD 68
FIGURE 28 ASIA-PACIFIC: AN ATTRACTIVE DESTINATION FOR THE CSS SOFTWARE MARKET, 2016–2021 79
FIGURE 29 ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 80
FIGURE 30 REGIONAL SNAPSHOT: ASIA-PACIFIC, LATIN AMERICA, AND MEA AS HOTSPOTS DURING 2016–2021 81
FIGURE 31 NORTH AMERICA MARKET SNAPSHOT 82
FIGURE 32 ASIA-PACIFIC MARKET SNAPSHOT 95
FIGURE 33 COMPANIES ADOPTED PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS AND NEW PRODUCT LAUNCHES AS THE KEY GROWTH STRATEGIES
FROM 2014 TO 2016 105
FIGURE 34 CUSTOMER SELF-SERVICE SOFTWARE MARKET: PORTFOLIO COMPARISON 106
FIGURE 35 MARKET EVALUATION FRAMEWORK 107
FIGURE 36 BATTLE FOR MARKET SHARE: NEW PRODUCT LAUNCHES AND PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS WERE THE KEY STRATEGIES ADOPTED
BY COMPANIES IN THE CUSTOMER SELF-SERVICE SOFTWARE MARKET
FROM 2014 TO 2016 107
FIGURE 37 COMPANIES ADOPTED PARTNERSHIPS AND COLLABORATIONS TO GAIN
A COMPETITIVE ADVANTAGE IN THE MARKET 110
FIGURE 38 EVALUATION OVERVIEW TABLE: PRODUCT OFFERINGS 111
FIGURE 39 EVALUATION OVERVIEW TABLE: BUSINESS STRATEGIES 112
FIGURE 40 GEOGRAPHIC REVENUE MIX OF THE TOP FIVE MARKET PLAYERS 113
FIGURE 41 MICROSOFT CORPORATION: COMPANY SNAPSHOT 114
FIGURE 42 MICROSOFT CORPORATION: SWOT ANALYSIS 116
FIGURE 43 NUANCE COMMUNICATIONS, INC.: COMPANY SNAPSHOT 117
FIGURE 44 NUANCE COMMUNICATIONS, INC.: SWOT ANALYSIS 120
FIGURE 45 ORACLE CORPORATION: COMPANY SNAPSHOT 121
FIGURE 46 ORACLE CORPORATION: SWOT ANALYSIS 124
FIGURE 47 SAP SE: COMPANY SNAPSHOT 125
FIGURE 48 SAP SE: SWOT ANALYSIS 127
FIGURE 49 SALESFORCE.COM, INC.: COMPANY SNAPSHOT 128
FIGURE 50 SALESFORCE.COM, INC.: SWOT ANALYSIS 130
FIGURE 51 AVAYA, INC.: COMPANY SNAPSHOT 133
FIGURE 52 VERINT SYSTEMS, INC.: COMPANY SNAPSHOT 137
FIGURE 53 ZENDESK, INC.: COMPANY SNAPSHOT 139

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