GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

ICT | Telecom and Internet

GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

Market By Component, Type, Deployment, Industrial Vertical And Geography | Forecast 2020-2028

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Triton Market Research predicts that the global complaint management software market is anticipated to rise with a CAGR of 11.10% during the forecast period 2020-2028. The market that was valued at $1936.72 million in the year 2019, is expected to rise to a revenue of about $4950.32 million by the year 2028.  

Customer complaint management software is developed precisely to consolidate customer complaints, concerns & feedback, sort and gain information to resolve the problem. Moreover, complaint management software can regularly generate valuable data about problem areas or risk factors within products or services.



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Triton Market Research’s report on the complaint management software market provides an in-depth insight of the market. The detailed analysis of the market includes key market insights, Porter’s five force analysis and market attractiveness index. 

Factors such as the need to increase customer satisfaction & protect brand reputation, increasing automated workflow & complaint management operations are expected to foster the growth of the market during the forecast period. The need to reduce costs is driving the growth of cloud-based solutions in organizations. Further, the demand to improve complaint management software response time in handling customer complaints is up surging the market. Advanced technologies are brought into the complaint management to auto recommend the correct solution and resolve customer complaints by analyzing the past related database.

Furthermore, the integration of new technologies such as AI and NLP in complaint management software, is expected to act as an opportunity for the market. One of the most used AI in customer complaint management is voice analysis. It analyzes the tone to detect the emotions of the customers’ complaints. The customer complaint management process is speeding up with the help of AI as it estimates the customer’s intent and automatically directing them to the right person. Moreover, chatbots are expected to become an integral part in complaint management software in the coming years. In several companies, the first point resolutions are chatbots for complaint management.

Recording too little information or leaving out relevant details, hampers effective complaint resolution. There is an information flow barrier making investigations difficult, as there is a lack of common integrated systems. Service failures are recognized by the managers and agents long after they happened. This is the major challenge that the market faces. Furthermore, fragmented and insufficient information, inflexible, outdated systems, insufficient useful data to resolve customer complaints are some of the key restraining factors of the complaint management software market.




Key geographies covered in global complaint management software market are:

           North America: the United States and Canada

           Europe: United Kingdom, France, Germany, Spain, Italy, Russia and Rest of Europe

           Asia-Pacific: China, Japan, India, Australia, South Korea, ASEAN Countries and Rest of Asia-Pacific

           Latin America: Brazil, Mexico and Rest of Latin America

           The Middle East and Africa: Saudi Arabia, Turkey, United Arab Emirates, South Africa and Rest of Middle East & Africa

The report on the global complaint management software market includes segmentation analysis as below:

      Market by Component:

o     Software

o     Service

      Market by Type:

o     Integrated

o     Stand-alone

      Market by Deployment:

o     On-Premises

o     Cloud

      Market by Industrial Verticals:

o     BFSI

o     Retail

o     Government & Public Sector

o     IT & Telecom

o     Hospitality

o     Healthcare

o     Others

The key companies profiled in the report include AssurX Inc, Equiniti, ETQ LLC, Freshworks Inc, MasterControl Inc, Oracle, Quantivate LLC, Salesforce.com Inc, Sparta Systems Inc, Zendesk and Zoho Corporation Pvt Ltd.

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Table of Content

1.    GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET - SUMMARY 

2.    GLOBAL INDUSTRY OUTLOOK                   

2.1. MARKET DEFINITION                 

2.2. KEY INSIGHTS                  

2.2.1.   NORTH AMERICA HOLDS THE LARGEST MARKET SHARE         

2.2.2.   SERVICES IS THE FASTEST GROWING COMPONENT                  

2.2.3.  GOVERNMENT AND DEFENCE HOLDS THE LARGEST MARKET SHARE AMONGST INDUSTRIAL VERTICALS                  

2.3. PORTER’S FIVE FORCE ANALYSIS               

2.3.1.   THREAT OF NEW ENTRANTS               

2.3.2.   THREAT OF SUBSTITUTE                       

2.3.3.   BARGAINING POWER OF SUPPLIERS           

2.3.4.   BARGAINING POWER OF BUYERS                 

2.3.5.   THREAT OF COMPETITIVE RIVALRY              

2.4. MARKET ATTRACTIVENESS INDEX              

2.5. VENDOR SCORECARD             

2.6. MARKET DRIVERS                     

2.6.1.   NEED TO INCREASE CUSTOMER SATISFACTION AND PROTECT BRAND REPUTATION             

2.6.2.   INCREASING AUTOMATED WORKFLOW AND COMPLAINT MANAGEMENT OPERATIONS

2.7. MARKET RESTRAINTS              

2.7.1.   INSUFFICIENT USEFUL DATA TO RESOLVE CUSTOMER COMPLAINTS             

2.8. MARKET OPPORTUNITIES

2.8.1.  INTEGRATION OF NEW TECHNOLOGIES SUCH AS AI AND NLP IN COMPLAINT MANAGEMENT SOFTWARE                                  

2.9. MARKET CHALLENGES            

2.9.1.   FRAGMENTED AND INSUFFICENT INFORMATION             

2.9.2.   INFLEXIBLE, OUTDATED SYSTEMS                

3.    GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY COMPONENT                 

3.1. SOFTWARE                       

3.2. SERVICE               

4.    GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY TYPE              

4.1. INTEGRATED                    

4.2. STAND-ALONE                 

5.    GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY DEPLOYMENT                 

5.1. ON-PREMISES                 

5.2. CLOUD                   

6.  GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY INDUSTRIAL VERTICAL                     

6.1. BFSI            

6.2. RETAIL                   

6.3. GOVERNMENT & PUBLIC SECTOR               

6.4. IT & TELECOM                  

6.5. HOSPITALITY                    

6.6. HEALTHCARE                  

6.7. OTHERS                 

7.    GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET – REGIONAL OUTLOOK          

7.1. NORTH AMERICA            

7.1.1.   MARKET BY COMPONENT                     

7.1.2.   MARKET BY TYPE            

7.1.3.   MARKET BY DEPLOYMENT                   

7.1.4.   MARKET BY INDUSTRIAL VERTICAL              

7.1.5.   COUNTRY ANALYSIS                  

7.1.5.1. UNITED STATES                   

7.1.5.2. CANADA                     

7.2. EUROPE                

7.2.1.   MARKET BY COMPONENT                     

7.2.2.   MARKET BY TYPE            

7.2.3.   MARKET BY DEPLOYMENT                   

7.2.4.   MARKET BY INDUSTRIAL VERTICAL              

7.2.5.   COUNTRY ANALYSIS                  

7.2.5.1. UNITED KINGDOM                

7.2.5.2. GERMANY                  

7.2.5.3. FRANCE                      

7.2.5.4. SPAIN              

7.2.5.5. ITALY                

7.2.5.6. RUSSIA           

7.2.5.7. REST OF EUROPE               

7.3. ASIA-PACIFIC                   

7.3.1.   MARKET BY COMPONENT                     

7.3.2.   MARKET BY TYPE            

7.3.3.   MARKET BY DEPLOYMENT                   

7.3.4.   MARKET BY INDUSTRIAL VERTICAL              

7.3.5.   COUNTRY ANALYSIS                  

7.3.5.1. CHINA              

7.3.5.2. JAPAN             

7.3.5.3. INDIA                

7.3.5.4. SOUTH KOREA                     

7.3.5.5. ASEAN COUNTRIES            

7.3.5.6. AUSTRALIA & NEW ZEALAND                  

7.3.5.7. REST OF ASIA-PACIFIC                  

7.4. LATIN AMERICA              

7.4.1.   MARKET BY COMPONENT                     

7.4.2.   MARKET BY TYPE            

7.4.3.   MARKET BY DEPLOYMENT                   

7.4.4.   MARKET BY INDUSTRIAL VERTICAL              

7.4.5.   COUNTRY ANALYSIS                  

7.4.5.1. BRAZIL            

7.4.5.2. MEXICO                       

7.4.5.3. REST OF LATIN AMERICA             

7.5. MIDDLE EAST AND AFRICA                 

7.5.1.   MARKET BY COMPONENT                     

7.5.2.   MARKET BY TYPE            

7.5.3.   MARKET BY DEPLOYMENT                   

7.5.4.   MARKET BY INDUSTRIAL VERTICAL              

7.5.5.   COUNTRY ANALYSIS                  

7.5.5.1. UNITED ARAB EMIRATES              

7.5.5.2. TURKEY                      

7.5.5.3. SAUDI ARABIA                      

7.5.5.4. SOUTH AFRICA                     

7.5.5.5. REST OF MIDDLE EAST & AFRICA                      

8.    COMPETITIVE LANDSCAPE            

8.1. ASSURX INC                     

8.2. EQUINITI                

8.3. ETQ LLC                 

8.4. FRESHWORKS INC                    

8.5. MASTERCONTROL INC             

8.6. ORACLE                 

8.7. QUANTIVATE LLC           

8.8. SALESFORCE.COM INC            

8.9. SPARTA SYSTEMS INC             

8.10. ZENDESK INC    

8.11. ZOHO CORPORATION PVT LTD                   

9.    METHODOLOGY & SCOPE              

9.1. RESEARCH SCOPE                   

9.2. RESEARCH SCOPE & DELIVERABLES                    

9.3. SOURCES OF DATA                   

9.4. RESEARCH METHODOLOGY              

List of table

TABLE 1: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY, 2020-2028 (IN $ MILLION)

TABLE 2: VENDOR SCORECARD

TABLE 3: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 4: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 5: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 6: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 7: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY, 2020-2028 (IN $ MILLION)

TABLE 8: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 9: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 10: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 11: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 12: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 13: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 14: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 15: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 16: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 17: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 18: ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 19: ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 20: ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 21: ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 22: ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 23: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 24: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 25: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 26: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 27: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 28: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 29: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 30: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 31: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 32: MIDDLE EAST AND AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

List of Figures

FIGURE 1: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 2: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 3: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 4: PORTER’S FIVE FORCE ANALYSIS

FIGURE 5: MARKET ATTRACTIVENESS INDEX

FIGURE 6: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SOFTWARE, 2020-2028 (IN $ MILLION)

FIGURE 7: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 8: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INTEGRATED, 2020-2028 (IN $ MILLION)

FIGURE 9: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY STAND-ALONE, 2020-2028 (IN $ MILLION)

FIGURE 10: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY ON-PREMISES, 2020-2028 (IN $ MILLION)

FIGURE 11: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY CLOUD, 2020-2028 (IN $ MILLION)

FIGURE 12: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY BFSI, 2020-2028 (IN $ MILLION)

FIGURE 13: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY RETAIL, 2020-2028 (IN $ MILLION)

FIGURE 14: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 15: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY IT & TELECOM, 2020-2028 (IN $ MILLION)

FIGURE 16: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HOSPITALITY, 2020-2028 (IN $ MILLION)

FIGURE 17: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HEALTHCARE, 2020-2028 (IN $ MILLION)

FIGURE 18: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, BY OTHERS, 2020-2028 (IN $ MILLION)

FIGURE 19: GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)

FIGURE 20: UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 21: CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 22: UNITED KINGDOM COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 23: GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 24: FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 25: SPAIN COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 26: ITALY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 27: RUSSIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 28: REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 29: CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 30: JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 31: INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 32: SOUTH KOREA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 33: ASEAN COUNTRIES COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 34: AUSTRALIA & NEW ZEALAND COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 35: REST OF ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 36: BRAZIL COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 37: MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 38: REST OF LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 39: UNITED ARAB EMIRATES COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 40: TURKEY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 41: SAUDI ARABIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 42: SOUTH AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 43: REST OF MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

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