Customer Engagement Software Market Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)

The Report Covers Customer Engagement Management Software Companies and It is Segmented by Component (Solution (Omni Channel and Workforce Optimization) and Service), Deployment Type (On-Premise and Cloud), Organization Size (Small and Medium-Sized Enterprise and Large Enterprises), End-User Industry (BFSI, Telecom, and IT, Retail and Consumer Goods and Media and Entertainment), and Geography (North America, Europe, Asia Pacific, Middle East & Africa and Latin America). The Market Size and Forecasts are Provided in Terms of Value (USD Billion) for all the Above Segments.

Customer Engagement Software Market Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)

Customer Engagement Solutions Market Size

Customer Engagement Solutions Market Summary
Study Period 2019 - 2030
Market Size (2025) USD 24.24 Billion
Market Size (2030) USD 40.78 Billion
CAGR (2025 - 2030) 10.97 %
Fastest Growing Market Asia Pacific
Largest Market North America
Market Concentration Low

Major Players

Customer Engagement Solutions Market Major Players

*Disclaimer: Major Players sorted in no particular order

Compare market size and growth of Customer Engagement Solutions Market with other markets in Technology, Media and Telecom Industry

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Customer Engagement Solutions Market Analysis

The Customer Engagement Solutions Market size is estimated at USD 24.24 billion in 2025, and is expected to reach USD 40.78 billion by 2030, at a CAGR of 10.97% during the forecast period (2025-2030).

  • Due to the internet's and smartphones ' rapidly growing popularity, customers may quickly obtain information about various products and services through various channels, including online, social media, and other applications. With the average time spent on a mobile device exceeding five hours per day and the availability of numerous customer touchpoints, including social media, websites, live chats, and phone calls, in addition to in-person assistance, brands are discovering several opportunities to engage consumers with their brand and increase revenues.
  • To automate their processes, businesses are using a variety of engagement platforms to respond to this shift in client behavior. Solutions with centralized customer service, multi-channel communication, and customer insights with analytics support are becoming more popular.
  • Additionally, vendors in the market are providing separate solutions for each of the features above and a combined solution that can handle an enterprise's customer engagement requirements. For instance, Calabrio, a US-based provider of consumer engagement platforms, offers Calabrio ONE, a unified suite for employee engagement and workforce optimization (WFO). The suite provides comprehensive reporting tools, quality and workforce management, call recording functionality, and analytics based on customers' voices.
  • The adoption of AI by large businesses as part of their digital transformation is already widespread. For instance, financial service providers like JP Morgan Chase, Bank of America, and Capital One have previously adopted chatbots as virtual assistants and successfully optimized their back-end operations, such as labor management, to cut costs. According to IBM, which provides AI solutions for call centers, bot interactions in the banking sector are anticipated to reach 90% by the end of the next three years.
  • The retention of customers is becoming challenging for organizations, such as credit card companies, credit unions, banks, and insurance agencies that cannot offer fixed contracts. In the banking industry, there are multiple options for customers no longer limited by location. They can shop online and choose whichever bank or organization attracts their attention.
  • One of the most significant global issues was COVID-19; though it had receeded, it left an impact. Customer behavior shifted quickly, made digital adoption crucial to longevity. Sales and service industries kept adjusting to the new attitudes and practices after the pandemic passed. To meet customer expectations in the post-crisis era, businesses acted swiftly. The rules of contact changed because of the epidemic's greater use of digital media and customers' changing expectations of what qualifies as fundamental digital skills. Organizations are increasingly making plans for a future-focused digital engagement that drives the growth of client relationships rather than only digital transactions.

Customer Engagement Solutions Industry Overview

The customer engagement solutions market is fragmented due to the market consists of various new and major vendors with a strong focus on the small and medium enterprises that compete in the large enterprise segment. Some major players are Avaya Inc., Aspect Software Inc., Calabrio Inc., Genesys, IBM Corporation, Verint Systems Inc., Nice Systems, Nuance Communications Inc., OpenText Corporation, Oracle Corporation, and Pegasystems Inc.

May 2023: RNI announced that its Intelligent Customer Engagement Platform, the corporate solution to seamlessly integrate best-in-class Event Management, Appointment Scheduling, and Queuing/Lobby Management applications, is now publicly accessible. The JRNI Intelligent Customer Engagement Platform can significantly increase new prospects and customer opportunities while enhancing conversion rates and quickening the lead-to-transaction lifecycle.

May 2022: Avaya, Inc. announced that it had expanded its global partnership with Microsoft Azure to provide organizations with more options to increase their productivity and customer engagement with unrivaled reliability, agility, and scale. The partnership will provide the Avaya OneCloud portfolio on Azure for customers who want maximum flexibility to deploy in a hybrid, public, or private cloud environment.

Customer Engagement Solutions Market Leaders

  1. Avaya Inc.

  2. Alvaria, Inc.

  3. Calabrio Inc.

  4. Genesys

  5. IBM Corporation

  6. *Disclaimer: Major Players sorted in no particular order
Customer Engagement Software Market.png
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Customer Engagement Solutions Market News

  • February 2023: GoTo, a firm that makes business communication, IT administration, and support simple with its core products GoTo Resolve, GoTo Connect, and Rescue, announced the launch of GoTo Customer Engagement. In a single, shared inbox, this innovative multi-channel solution combines GoTo Connect's premium phone system, customer communication tools, analytics, and the digital channels customers need to reach a wider audience and expand their businesses.
  • May 2022: HCL Technologies announced X by HCL Technologies (X), a digital engagement platform that helps brands increase consumer loyalty and conversions through tailored omnichannel marketing. HCL Technologies' X addresses these obstacles by bringing together numerous digital touchpoints, including websites, mobile apps, and social media feeds, to provide a unified customer perspective. This enables marketers to gain access to data-driven insights that will enable them to improve the consumer experience and maximize their brand's potential.

Customer Engagement Solutions Market Report - Table of Contents

1. INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2. RESEARCH METHODOLOGY

3. EXECUTIVE SUMMARY

4. MARKET INSIGHT

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Assessment of the Impact of COVID-19 on the Industry

5. MARKET DYNAMICS

  • 5.1 Market Drivers
  • 5.2 Market Challenges

6. MARKET SEGMENTATION

  • 6.1 By Component
    • 6.1.1 Solution
    • 6.1.1.1 Omni Channel
    • 6.1.1.2 Workforce Optimization
    • 6.1.1.3 Other Solutions (Robotic Process Optimization, Self Service)
    • 6.1.2 By Services
    • 6.1.2.1 Managed Services
    • 6.1.2.2 Professional Services
  • 6.2 By Deployment Type
    • 6.2.1 On-premise
    • 6.2.2 Cloud
  • 6.3 By Organization Size
    • 6.3.1 Small and Medium Enterprises
    • 6.3.2 Large Enterprises
  • 6.4 By End-user Industry
    • 6.4.1 BFSI
    • 6.4.2 Telecom and IT
    • 6.4.3 Retail and Consumer Goods
    • 6.4.4 Media and Entertainment
    • 6.4.5 Other End-user Industries
  • 6.5 By Geography***
    • 6.5.1 North America
    • 6.5.1.1 United States
    • 6.5.1.2 Canada
    • 6.5.2 Europe
    • 6.5.2.1 United Kingdom
    • 6.5.2.2 Germany
    • 6.5.2.3 France
    • 6.5.3 Asia
    • 6.5.3.1 China
    • 6.5.3.2 India
    • 6.5.3.3 Japan
    • 6.5.4 Australia and New Zealand
    • 6.5.5 Latin America
    • 6.5.6 Middle East and Africa

7. COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles*
    • 7.1.1 Avaya Inc.
    • 7.1.2 Alvaria, Inc.
    • 7.1.3 Calabrio Inc.
    • 7.1.4 Genesys
    • 7.1.5 IBM Corporation
    • 7.1.6 Verint Systems Inc.
    • 7.1.7 Nice Systems Ltd
    • 7.1.8 Nuance Communications Inc.
    • 7.1.9 OpenText Corporation
    • 7.1.10 Oracle Corporation
    • 7.1.11 Pegasystems Inc.
    • 7.1.12 Salesforce.com Inc.
    • 7.1.13 SAP SE

8. INVESTMENT ANALYSIS

9. FUTURE OF THE MARKET

**Subject to Availability
*** In the Final Report Asia, Australia and New Zealand will be Studied Together as 'Asia Pacific'
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Customer Engagement Solutions Industry Segmentation

Software that controls client interaction and communication across various channels and touchpoints is known as customer engagement software. Customer engagement software includes CRM systems, web chat, social media, personalized marketing, and self-service for customers.

The customer engagement solutions market is segmented by component (solution (omni channel and workforce optimization) and service), deployment type (on-premise and cloud), organization size (small and medium-sized enterprise and large enterprises), end-user industry (BFSI, telecom, and IT, retail and consumer goods and media and entertainment), and geography (North America (United States, Canada), Europe (United Kingdom, Germany, France. rest of Europe), Asia-Pacific (China, India, Japan, rest of Asia-Pacific), rest of the world (Latin America, Middle East and Africa). The market sizes and forecasts are provided in terms of value (USD) for all the above segments.

By Component Solution Omni Channel
Workforce Optimization
Other Solutions (Robotic Process Optimization, Self Service)
By Services Managed Services
Professional Services
By Deployment Type On-premise
Cloud
By Organization Size Small and Medium Enterprises
Large Enterprises
By End-user Industry BFSI
Telecom and IT
Retail and Consumer Goods
Media and Entertainment
Other End-user Industries
By Geography*** North America United States
Canada
Europe United Kingdom
Germany
France
Asia China
India
Japan
Australia and New Zealand
Latin America
Middle East and Africa
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Customer Engagement Solutions Market Research FAQs

How big is the Customer Engagement Solutions Market?

The Customer Engagement Solutions Market size is expected to reach USD 24.24 billion in 2025 and grow at a CAGR of 10.97% to reach USD 40.78 billion by 2030.

What is the current Customer Engagement Solutions Market size?

In 2025, the Customer Engagement Solutions Market size is expected to reach USD 24.24 billion.

Who are the key players in Customer Engagement Solutions Market?

Avaya Inc., Alvaria, Inc., Calabrio Inc., Genesys and IBM Corporation are the major companies operating in the Customer Engagement Solutions Market.

Which is the fastest growing region in Customer Engagement Solutions Market?

Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2025-2030).

Which region has the biggest share in Customer Engagement Solutions Market?

In 2025, the North America accounts for the largest market share in Customer Engagement Solutions Market.

What years does this Customer Engagement Solutions Market cover, and what was the market size in 2024?

In 2024, the Customer Engagement Solutions Market size was estimated at USD 21.58 billion. The report covers the Customer Engagement Solutions Market historical market size for years: 2019, 2020, 2021, 2022, 2023 and 2024. The report also forecasts the Customer Engagement Solutions Market size for years: 2025, 2026, 2027, 2028, 2029 and 2030.

Customer Engagement Platform Industry Report

The rise of the internet and smartphones has led to an increase in customer interaction solutions, with businesses utilizing various platforms to automate their processes and adapt to changes in customer behavior. These customer relationship solutions often include centralized customer service solutions, multi-channel customer communication solutions, and customer insights with analytics support. Market vendors are providing both separate solutions for each feature and combined customer experience solutions that can manage a company's customer interaction requirements. The integration of AI by large businesses as part of their digital transformation is also becoming more common. Customer retention solutions are becoming crucial for organizations that cannot offer fixed contracts, leading to a greater dependence on customer satisfaction solutions. The customer support solutions market is segmented by component, deployment type, organization size, end-user industry, and geography. The BFSI industry holds a significant market share, with customers increasingly moving away from banking institutions that do not understand their needs and do not provide personalized real-time guidance. North America holds the largest share in the customer loyalty solutions market, with most solution providers including Oracle Corporation, Nuance Communications, IBM Corporation, Microsoft Corporation, and Salesforce.com Inc. operating in the region. The customer interaction management solutions market is fragmented, with various new and major vendors competing in the large enterprise segment. For a more detailed analysis, a free PDF download of the report is available.