NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

ICT | Telecom and Internet

NORTH AMERICA 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, in its report on the North American complaint management software market, has determined that the industry is likely to show growth at a CAGR of 11.68% in the estimated years between 2020 and 2028.

The countries evaluated in the North American complaint management software market are:

           Canada

           The United States



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The number of bank branches has declined in some parts of Canada, majorly due to the introduction of internet banking and other mobile options. The banking industry in Canada is dominated by five firms - Bank of Montreal, Royal Bank of Canada, Bank of Nova Scotia, Toronto-Dominion Bank and the Canadian Imperial Bank of Commerce. Considering the market capitalization, Canadian banks rank the largest worldwide.

Southern Canada is home to some of the leading financial centers in the region. As the market is clearly dominated by the top five banks accounting about three-quarters of primary user accounts, the banks must offer the best customer satisfaction to sustain in the market. The increasing focus on customer satisfaction will lead to the adoption of the compliant management software market in the region, thereby aiding the market growth.

The Bank of Montreal launched artificial intelligence-enabled chatbots for improving customer service. With the help of these chatbots, customers can ask questions with the help of Facebook messenger or Twitter. The launch of such technology by a Canadian bank is expected to augment its digital capabilities, and consumers can increasingly conduct their banking activities on mobile phones and personal computers.

Zendesk is a company that provides a customer service platform to different organizations and customers. It enables organizations to understand their consumers’ requirements in a better way and thereby improve customer engagement. The company offers services like chat, guide and talk for developing customer loyalty. It offers services to different industries, including healthcare, financial services, media, government, manufacturing and media. It operates majorly in the North American region.

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Table of Content

1.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET - SUMMARY             

2.    NORTH AMERICA 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.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY COMPONENT               

3.1. SOFTWARE                       

3.2. SERVICE               

4.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY TYPE                 

4.1. INTEGRATED                    

4.2. STAND-ALONE                 

5.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY DEPLOYMENT             

5.1. ON-PREMISES                 

5.2. CLOUD                   

6.  NORTH AMERICA 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.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET – REGIONAL OUTLOOK                      

7.1. UNITED STATES              

7.2. CANADA                

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

TABLE 2: VENDOR SCORECARD

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

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

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

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

TABLE 7: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

List of Figures

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

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

FIGURE 3: NORTH AMERICA 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: NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SOFTWARE, 2020-2028 (IN $ MILLION)

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

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

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

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

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

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

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

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

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

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

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

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

FIGURE 19: NORTH AMERICA 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)

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