Analyst report

Digital

The changing face of customer engagement strategies

John Abraham

Analysys Mason

01 Sep 2020

analysys mason

The changing face of customer engagement strategies

Layout canvas

The customer engagement systems market remains a key area of strategic focus, growing a further 0.3% in 2019. Within this growth, there was also a clear trend to spend less on professional services, and more on engagement products instead. It shows that CSPs are continuing to look for ways to re-duce legacy customer engagement costs through increasing automation and AI.

Our report shows how digital channels are increasingly replacing the traditional, with features such as virtual assistants and VR experiences becoming more and more popular. There is also strong evidence to suggest that vendors offering Software as a Service (Saas) stand to perform better, and that enter-prise experience strategies are expected to become a key part of all CSPs future operating frame-works.

WHY STOP
AT AVERAGE?

make it
amazing

Your future looks
breath-taking from here

cloud

Embrace the cloud and together we’ll see your business agility, innovation and scalability soar to new heights.

Simplify the complex,
deliver the brilliant

automation

Discover the streamlined, cost-efficient and intelligent answer to increasingly complex customer, IT and network demands.

Fill your customers’ day
with content they love

media

Build an irresistible content proposition and experience that keeps your customers coming back for more.

Reinvent the customer
experience. Every day.

digital

Discover the agility to deliver a jaw-dropping digital experience that always exceeds expectations.

Make today’s impossible
tomorrow’s possible

5G

Unlock the full potential of 5G and shape the network to create new capabilities, unique business models and game-changing opportunities.

Explore

about Amdocs

Discover how Amdocs can help your business.

cloud

Your future looks breath-taking from here.

automation

Simplify the complex, deliver the brilliant.

media

Fill your customers’ day with content they love.

digital

Reinvent the customer experience. Every day.

5G

Make today’s impossible tomorrow’s possible.

Close

 

Apologies, our website does not support this browser