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Complaint Management Software Market by Component (Software and Service), Type (Integrated and Standalone), Deployment (Cloud and On-premise), and Industry Vertical (BFSI, Retail, Government & Public Sector, IT & Telecom, Hospitality, Healthcare, and Others): Global Opportunity Analysis and Industry Forecast, 2019-2026

IC_195954
Pages: 277
Nov 2019 | 362 Views
 
Author(s) : Vishwa Gaul , Supradip Baul
Tables: 140
Charts: 65
 

Complaint Management Software Market Statistics - 2026    

The global complaint management software market was valued at $1,930 million in 2018, and is projected to reach $8,286 million by 2026, growing at a CAGR of 11.2% from 2019 to 2026. Customer complaint software is a system devised to register customer issues, permitting support teams to consolidate these matters, sort them, and gain insights from them for their appropriate resolution. The complaint management solutions help to document, sort, and prioritize customer issues and feedback track and resolve them efficiently, thereby building a healthy customer relationship and improving customer satisfaction. Moreover, the software regularly generates useful data pertaining to problems or risks associated with products or services. This information can be further utilized to fix the root causes of customer experience griefs. 

Complaint Mangement Software Market

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Rise in need to protect brand reputation & increase customer satisfaction, surge in demand for automated workflow, and increase in need to streamline complaint management operations are expected to impact the growth of the global complaint management software market. However, lack of data to resolve customer complaints is anticipated to hamper the market growth. On the contrary, rise in adoption of customer-centric strategies and integration of new technologies such as AI and NLP in complaint management software are expected to offer lucrative opportunities for market expansion.

Complaint Management Software Market
By Component

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Service segment is projected to show highest growth during the forecasted period.

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Depending on deployment model, the cloud segment dominated the overall complaint management software market in 2018, and is expected to maintain the dominance during the forecast period. This is attributed to various advantages offered by cloud-based complaint management software solutions such as direct IT control, internal data delivery & handling, faster data processing, efficient resource utilization, and cost-effectiveness. 

On the basis of industry vertical, the government & public sector segment led the global complaint management software market in 2018, and is expected to continue this trend during the forecast period. The governments in the different nations are facing multiple challenges related with the statutory and corporate complaints, MP and councilor enquiries and other feedback. Thus, this sector is experiencing the need for a system that enables them to capture and manage complaints of citizens in a unified and consistent manner, irrespective of which part of the business the citizen chooses to contact. Furthermore, this software enables users to handle the process efficiently, and facilitates an exhaustive understanding of their issues by analyzing and tracking complaints, feedback, enquiries and service requests. Thus, complaint management software is witnessing increased adoption across the public sector. However, the healthcare segment is expected to exhibit the highest growth in the near future, as the complaint management software is increasingly being adopted for concerns over medical devices. 

Complaint Management Software Market
By Type

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Integrated complaint Management software segment is projected to show highest growth during the forecasted period.

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In 2018, North America garnered the highest complaint management software market share, due to the accessibility of such software on mobile devices such as smartphones and tablets. Continuous advancements in IT infrastructure and technology used for customer support, presence of major number of market vendors, and accessibility of proficient technical expertise pertaining to managing the modern customer experience and helpdesk software contribute toward the global market growth in this region.

The report focuses on the growth prospects, restraints, and global complaint management software market trends. Moreover, the study includes the Porter’s five forces analysis of the industry to understand the impact of various factors such as bargaining power of suppliers, competitive intensity of competitors, threat of new entrants, threat of substitutes, and bargaining power of buyers on the growth of the global market.

Complaint Management Software Market
By Deployment

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Cloud segment is projected to show highest growth during the forecasted period.

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Segment review

The global complaint management software market is segmented into component, type, deployment, industry vertical, and region. Depending on component, the market is bifurcated into software and service. According to type, it is categorized into integrated and stand-alone types. As per the deployment, it is classified into cloud and on-premise. On the basis of industry vertical, it is segregated into BFSI, retail, government & public sector, IT & telecom, hospitality, healthcare, and others. Region wise, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.
The key players operating in the global complaint management software market analysis include AssurX, Inc., Equiniti, ETQ, LLC, Freshworks Inc., MasterControl, Inc., Oracle Corporation, Quantivate, LLC., Salesforce.com, Inc., Sparta Systems, Inc., Zendesk, Inc., and Zoho Corporation Pvt. Ltd.

Complaint Management Software Market
By Industry Vertical

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Government & Public Sector segment dominated the market in 2018.

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Top impacting factors

Rise in need to protect brand reputation & increase customer satisfaction

Companies across various industry verticals are adopting complaint management software, owing to rise in need to protect the brand reputation and increase customer satisfaction by confirming that complaints are inspected and answered in a timely manner. Furthermore, increase in awareness among companies to achieve customer satisfaction is boosting companies to adopt customer-centric strategies. This is further is propelling the need to adopt complaint management software to effectively address customer complaints and resolve them proficiently to ensure the positive customer experience, thereby retaining the brand reputation. In addition, rise in demand of consumers for speedy and appropriate response to their complaints is expected to drive the demand of complaint management software market in the near future. 

Increase in need for automated workflow & to streamline complaint management operations

Upsurge in adoption of cloud-based technology due to the need for reducing costs is driving the demand for cloud-based complaint management solutions across various organizations. Furthermore, the demand to improve response and closure times associated with handling customer complaints is propelling the need for complaint management software. The continuous flow of complaints in several industries such as government, BFSI, and telecom is further augmenting the need to implement a systematic system for automating the complaint handling workflow. In addition, companies experience the need for a system, which can help in offering the most appropriate solution by directing them to correct agent or assigning correct priorities and keeping track of these complaints. Moreover, leading vendors are already implementing advanced technology to auto suggest the most correct solution for resolving complaints of customer by analyzing the database of previous related complaints of customers. Thus, all these factors together significantly contribute toward the global complaint management software market growth. 

Integration of new technologies in complaint management software

Voice analysis is one of the most widespread uses of AI in customer complaint management. This technology analyzes the voices of customers and customer service representatives to detect their tone and emotions. For instance, IBM Watson’s Tone Analyzer integrated with chatbots conducts social listening to enable predicting customers’ emotions. Using voice analysis can help customer service representatives take quicker and focused action toward resolving a complaint. Furthermore, use of artificial intelligence facilitates automated inquiry routing, ensuring correct classification of complaints. In addition, it helps to speed up the customer complaint management process by estimating the customer’s intent and directing them to the correct agent automatically. Moreover, self-service chatbots are expected to become an integral part of complaint management software in the coming years. Some companies already offer a chatbot as a first point resolution for complaint management with the choice to speak with a real person at any point in the interaction. Furthermore, leading players in the complaint management software market are implementing AI for auto suggesting the relevant response to client complaints. For instance, Zoho Desk's AI assistant, Zia refers relevant articles from knowledgebase, and prepares an answer even before agents read the ticket. Thus, integration of new technologies in complaint management software is anticipated to offer lucrative opportunities for the growth of the complaint management software market during the forecast period.

Complaint Management Software Market
By Region

2026
North America 
Europe
Asia-Pacific
LAMEA

North America region is expected to dominate the market during the forecast period.

Key Benefits for Complaint Management Software Market:

  • This study includes the analytical depiction of the global complaint management software market forecast and trends to determine the imminent investment pockets.
  • The report presents information related to key drivers, restraints, and opportunities.
  • The current complaint management software market size is quantitatively analyzed from 2018 to 2026 to highlight the financial competency of the industry.
  • Porter’s five forces analysis illustrates the potency of buyers & suppliers in the complaint management software industry.

Complaint Management Software Market Segments:

By Component

  • Software 
  • Services

By Type

  • Integrated
  • Standalone

By Deployment

  • Cloud
  • On-premise

By Industry Vertical

  • BFSI
  • Retail
  • Government & Public Sector
  • IT & Telecom
  • Hospitality
  • Healthcare
  • Others

By Region

  • North America
    • U.S.
    • Canada
    • Mexico
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • Asia-Pacific
    • China
    • India
    • Japan
    • Australia
    • Rest of Asia-Pacific
  • LAMEA
    • Latin America
    • Middle East
    • Africa

Key Market Players

  • AssurX, Inc.
  • Equiniti
  • ETQ, LLC
  • Freshworks Inc.
  • MasterControl, Inc.
  • Oracle Corporation
  • Quantivate, LLC.
  • Salesforce.com, Inc.
  • Sparta Systems, Inc.
  • Zendesk, Inc.
  • Zoho Corporation Pvt. Ltd.
 

 CHAPTER 1:    INTRODUCTION

1.1.    Report description
1.2.    Key benefits for stakeholders
1.3.    Key market segments
1.4.    Research methodology

1.4.1.    Secondary research
1.4.2.    Primary research
1.4.3.    Analyst tools & models

CHAPTER 2:    EXECUTIVE SUMMARY

2.1.    Key findings

2.1.1.    Top impacting factors
2.1.2.    Top investment pockets

2.2.    CXO perspective

CHAPTER 3:    MARKET OVERVIEW

3.1.    Market definition and scope
3.2.    Porter’s five forces analysis
3.3.    Value Chain Analysis
3.4.    Market evolution / Industry roadmap
3.5.    Patent Analysis

3.5.1.    By Region (2004-2018)
3.5.2.    By Applicant

3.6.    Case studies

3.6.1.    Case Study 01
3.6.2.    Case Study 02

3.7.    Market dynamics

3.7.1.    Drivers

3.7.1.1.    The need to protect brand reputation and increase customer satisfaction
3.7.1.2.    Increase in need of automated workflow and streamline complaint management operations
3.7.1.3.    Rise in adoption of customer-centric strategies and increase in awareness about the benefits of complaint management software

3.7.2.    Restraints

3.7.2.1.    Insufficient useful data to resolve customer complaints

3.7.3.    Opportunity

3.7.3.1.    Integration of new technologies such as AI, and NLP in complaint management software

CHAPTER 4:    COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT

4.1.    Overview
4.2.    Software

4.2.1.    Key market trends, growth factors, and opportunities
4.2.2.    Market size and forecast, by region
4.2.3.    Market analysis, by region

4.3.    Service

4.3.1.    Key market trends, growth factors, and opportunities
4.3.2.    Market size and forecast, by region
4.3.3.    Market analysis, by region

CHAPTER 5:    COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE

5.1.    Overview
5.2.    Integrated

5.2.1.    Key market trends, growth factors, and opportunities
5.2.2.    Market size and forecast, by region
5.2.3.    Market analysis, by region

5.3.    Stand-alone

5.3.1.    Key market trends, growth factors, and opportunities
5.3.2.    Market size and forecast, by region
5.3.3.    Market analysis, by region

CHAPTER 6:    COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT

6.1.    Overview
6.2.    On premise

6.2.1.    Key market trends, growth factors, and opportunities
6.2.2.    Market size and forecast, by region
6.2.3.    Market analysis, by region

6.3.    Cloud

6.3.1.    Key market trends, growth factors, and opportunities
6.3.2.    Market size and forecast, by region
6.3.3.    Market analysis, by region

CHAPTER 7:    COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRY VERTICAL

7.1.    Overview
7.2.    BFSI

7.2.1.    Key market trends, growth factors, and opportunities
7.2.2.    Market size and forecast, by region
7.2.3.    Market analysis, by region

7.3.    Retail

7.3.1.    Key market trends, growth factors, and opportunities
7.3.2.    Market size and forecast, by region
7.3.3.    Market analysis, by region

7.4.    Government & Public Sector

7.4.1.    Key market trends, growth factors, and opportunities
7.4.2.    Market size and forecast, by region
7.4.3.    Market analysis, by region

7.5.    IT & Telecom

7.5.1.    Key market trends, growth factors, and opportunities
7.5.2.    Market size and forecast, by region
7.5.3.    Market analysis, by region

7.6.    Hospitality

7.6.1.    Key market trends, growth factors, and opportunities
7.6.2.    Market size and forecast, by region
7.6.3.    Market analysis, by region

7.7.    Healthcare

7.7.1.    Key market trends, growth factors, and opportunities
7.7.2.    Market size and forecast, by region
7.7.3.    Market analysis, by region

7.8.    Others

7.8.1.    Key market trends, growth factors, and opportunities
7.8.2.    Market size and forecast, by region
7.8.3.    Market analysis, by region

CHAPTER 8:    COMPLAINT MANAGEMENT SOFTWARE MARKET, BY REGION

8.1.    Overview
8.2.    North America

8.2.1.    Key market trends, growth factors and opportunities
8.2.2.    Market size and forecast, by component
8.2.3.    Market size and forecast, by type
8.2.4.    Market size and forecast, by deployment
8.2.5.    Market size and forecast, by industry vertical
8.2.6.    Market analysis by country

8.2.6.1.    U.S.

8.2.6.1.1.    Market size and forecast, by component
8.2.6.1.2.    Market size and forecast, by type
8.2.6.1.3.    Market size and forecast, by deployment
8.2.6.1.4.    Market size and forecast, by industry vertical

8.2.6.2.    Canada

8.2.6.2.1.    Market size and forecast, by component
8.2.6.2.2.    Market size and forecast, by type
8.2.6.2.3.    Market size and forecast, by deployment
8.2.6.2.4.    Market size and forecast, by industry vertical

8.2.6.3.    Mexico

8.2.6.3.1.    Market size and forecast, by component
8.2.6.3.2.    Market size and forecast, by type
8.2.6.3.3.    Market size and forecast, by deployment
8.2.6.3.4.    Market size and forecast, by industry vertical

8.3.    Europe

8.3.1.    Key market trends, growth factors and opportunities
8.3.2.    Market size and forecast, by component
8.3.3.    Market size and forecast, by type
8.3.4.    Market size and forecast, by deployment
8.3.5.    Market size and forecast, by industry vertical
8.3.6.    Market analysis by country

8.3.6.1.    UK

8.3.6.1.1.    Market size and forecast, by component
8.3.6.1.2.    Market size and forecast, by type
8.3.6.1.3.    Market size and forecast, by deployment
8.3.6.1.4.    Market size and forecast, by industry vertical

8.3.6.2.    Germany

8.3.6.2.1.    Market size and forecast, by component
8.3.6.2.2.    Market size and forecast, by type
8.3.6.2.3.    Market size and forecast, by deployment
8.3.6.2.4.    Market size and forecast, by industry vertical

8.3.6.3.    France

8.3.6.3.1.    Market size and forecast, by component
8.3.6.3.2.    Market size and forecast, by type
8.3.6.3.3.    Market size and forecast, by deployment
8.3.6.3.4.    Market size and forecast, by industry vertical

8.3.6.4.    Rest of Europe

8.3.6.4.1.    Market size and forecast, by component
8.3.6.4.2.    Market size and forecast, by type
8.3.6.4.3.    Market size and forecast, by deployment
8.3.6.4.4.    Market size and forecast, by industry vertical

8.4.    Asia-Pacific

8.4.1.    Key market trends, growth factors and opportunities
8.4.2.    Market size and forecast, by component
8.4.3.    Market size and forecast, by type
8.4.4.    Market size and forecast, by deployment
8.4.5.    Market size and forecast, by industry vertical
8.4.6.    Market analysis by country

8.4.6.1.    China

8.4.6.1.1.    Market size and forecast, by component
8.4.6.1.2.    Market size and forecast, by type
8.4.6.1.3.    Market size and forecast, by deployment
8.4.6.1.4.    Market size and forecast, by industry vertical

8.4.6.2.    India

8.4.6.2.1.    Market size and forecast, by component
8.4.6.2.2.    Market size and forecast, by type
8.4.6.2.3.    Market size and forecast, by deployment
8.4.6.2.4.    Market size and forecast, by industry vertical

8.4.6.3.    Japan

8.4.6.3.1.    Market size and forecast, by component
8.4.6.3.2.    Market size and forecast, by type
8.4.6.3.3.    Market size and forecast, by deployment
8.4.6.3.4.    Market size and forecast, by industry vertical

8.4.6.4.    Australia

8.4.6.4.1.    Market size and forecast, by component
8.4.6.4.2.    Market size and forecast, by type
8.4.6.4.3.    Market size and forecast, by deployment
8.4.6.4.4.    Market size and forecast, by industry vertical

8.4.6.5.    Rest of Asia-Pacific

8.4.6.5.1.    Market size and forecast, by component
8.4.6.5.2.    Market size and forecast, by type
8.4.6.5.3.    Market size and forecast, by deployment
8.4.6.5.4.    Market size and forecast, by industry vertical

8.5.    LAMEA

8.5.1.    Key market trends, growth factors and opportunities
8.5.2.    Market size and forecast, by component
8.5.3.    Market size and forecast, by type
8.5.4.    Market size and forecast, by deployment
8.5.5.    Market size and forecast, by industry vertical
8.5.6.    Market analysis by country

8.5.6.1.    Latin America

8.5.6.1.1.    Market size and forecast, by component
8.5.6.1.2.    Market size and forecast, by type
8.5.6.1.3.    Market size and forecast, by deployment
8.5.6.1.4.    Market size and forecast, by industry vertical

8.5.6.2.    Middle East

8.5.6.2.1.    Market size and forecast, by component
8.5.6.2.2.    Market size and forecast, by type
8.5.6.2.3.    Market size and forecast, by deployment
8.5.6.2.4.    Market size and forecast, by industry vertical

8.5.6.3.    Africa

8.5.6.3.1.    Market size and forecast, by component
8.5.6.3.2.    Market size and forecast, by type
8.5.6.3.3.    Market size and forecast, by deployment
8.5.6.3.4.    Market size and forecast, by industry vertical

CHAPTER 9:    COMPETITIVE LANDSCAPE

9.1.    Competitive Dashboard
9.2.    Key Developments

9.2.1.    New product launches
9.2.2.    Business Expansions
9.2.3.    Partnership
9.2.4.    Product development
9.2.5.    Collaboration
9.2.6.    Acquisition

9.3.    Top Winning Strategies

CHAPTER 10:    COMPANY PROFILES

10.1.    AssurX, Inc.

10.1.1.    Company overview
10.1.2.    Key Executives
10.1.3.    Company snapshot
10.1.4.    Product portfolio
10.1.5.    Key strategic moves and developments

10.2.    Equiniti

10.2.1.    Company overview
10.2.2.    Key Executives
10.2.3.    Company snapshot
10.2.4.    Operating business segments
10.2.5.    Product portfolio
10.2.6.    Business performance
10.2.7.    Key strategic moves and developments

10.3.    ETQ, LLC

10.3.1.    Company overview
10.3.2.    Key Executives
10.3.3.    Company snapshot
10.3.4.    Product portfolio
10.3.5.    Key strategic moves and developments

10.4.    Freshworks Inc.

10.4.1.    Company overview
10.4.2.    Key Executives
10.4.3.    Company snapshot
10.4.4.    Product portfolio
10.4.5.    Key strategic moves and developments

10.5.    MasterControl, Inc.

10.5.1.    Company overview
10.5.2.    Key Executives
10.5.3.    Company snapshot
10.5.4.    Product portfolio
10.5.5.    Key strategic moves and developments

10.6.    Oracle Corporation

10.6.1.    Company overview
10.6.2.    Key Executives
10.6.3.    Company snapshot
10.6.4.    Operating business segments
10.6.5.    Product portfolio
10.6.6.    R&D Expenditure
10.6.7.    Business performance
10.6.8.    Key strategic moves and developments

10.7.    Quantivate, LLC.

10.7.1.    Company overview
10.7.2.    Key Executives
10.7.3.    Company snapshot
10.7.4.    Product portfolio
10.7.5.    Key strategic moves and developments

10.8.    Salesforce.com, Inc.

10.8.1.    Company overview
10.8.2.    Key Executives
10.8.3.    Company snapshot
10.8.4.    Product portfolio
10.8.5.    R&D Expenditure
10.8.6.    Business performance
10.8.7.    Key strategic moves and developments

10.9.    Sparta Systems, Inc.

10.9.1.    Company overview
10.9.2.    Key Executives
10.9.3.    Company snapshot
10.9.4.    Product portfolio
10.9.5.    Key strategic moves and developments

10.10.    Zendesk, Inc.

10.10.1.    Company overview
10.10.2.    Key Executives
10.10.3.    Company snapshot
10.10.4.    Product portfolio
10.10.5.    R&D Expenditure
10.10.6.    Business performance
10.10.7.    Key strategic moves and developments

10.11.    Zoho Corporation Pvt. Ltd.

10.11.1.    Company overview
10.11.2.    Key Executives
10.11.3.    Company snapshot
10.11.4.    Product portfolio
10.11.5.    Key strategic moves and developments

LIST OF TABLES

TABLE 01.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT, 2018–2026 ($MILLION)
TABLE 02.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR SOFTWARE, BY REGION, 2018–2026 ($MILLION)
TABLE 03.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR SERVICE, BY REGION , 2018–2026 ($MILLION)
TABLE 04.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE 2018–2026 ($MILLION)
TABLE 05.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR INTEGRATED, BY REGION, 2018–2026 ($MILLION)
TABLE 06.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR STAND-ALONE, BY REGION, 2018–2026 ($MILLION)
TABLE 07.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT 2018–2026 ($MILLION)
TABLE 08.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR ON PREMISE, BY REGION , 2018–2026 ($MILLION)
TABLE 09.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR CLOUD, BY REGION , 2018–2026 ($MILLION)
TABLE 10.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018–2026 ($MILLION)
TABLE 11.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR BFSI, BY REGION, 2018–2026 ($MILLION)
TABLE 12.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR RETAIL, BY REGION, 2018–2026 ($MILLION)
TABLE 13.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR GOVERNMENT & PUBLIC SECTOR, BY REGION, 2018–2026 ($MILLION)
TABLE 14.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR IT & TELECOM, BY REGION, 2018–2026 ($MILLION)
TABLE 15.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR HOSPITALITY, BY REGION, 2018–2026 ($MILLION)
TABLE 16.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR HEALTHCARE, BY REGION , 2018–2026 ($MILLION)
TABLE 17.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE FOR OTHERS, BY REGION, 2018–2026 ($MILLION)
TABLE 18.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY REGION, 2018–2026 ($MILLION)
TABLE 19.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 20.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE 2018-2026 ($MILLION)
TABLE 21.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 22.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 23.    NORTH AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COUNTRY, 2018-2026 ($MILLION)
TABLE 24.    U.S. COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 25.    U.S. COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 26.    U.S. COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 27.    U.S. COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 28.    CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 29.    CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 30.    CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 31.    CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 32.    MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 33.    MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 34.    MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 35.    MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 36.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 37.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE 2018-2026 ($MILLION)
TABLE 38.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 39.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 40.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COUNTRY, 2018-2026 ($MILLION)
TABLE 41.    UK COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 42.    UK COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 43.    UK COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 44.    UK COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 45.    GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 46.    GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 47.    GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 48.    GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 49.    FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 50.    FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 51.    FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 52.    FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 53.    REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 54.    REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 55.    REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 56.    REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 57.    ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 58.    ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE 2018-2026 ($MILLION)
TABLE 59.    ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 60.    ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 61.    ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COUNTRY, 2018-2026 ($MILLION)
TABLE 62.    CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 63.    CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 64.    CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 65.    CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 66.    INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 67.    INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 68.    INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 69.    INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 70.    JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 71.    JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 72.    JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 73.    JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 74.    AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 75.    AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 76.    AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 77.    AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 78.    REST OF ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 79.    REST OF ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 80.    REST OF ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 81.    REST OF ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 82.    LAMEA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 83.    LAMEA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE 2018-2026 ($MILLION)
TABLE 84.    LAMEA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 85.    LAMEA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 86.    LAMEA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COUNTRY, 2017-2025 ($MILLION)
TABLE 87.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 88.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 89.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 90.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 91.    MIDDLE EAST COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 92.    MIDDLE EAST COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 93.    MIDDLE EAST COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 94.    MIDDLE EAST COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 95.    AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT 2018-2026 ($MILLION)
TABLE 96.    AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018-2026 ($MILLION)
TABLE 97.    AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018-2026 ($MILLION)
TABLE 98.    AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018-2026 ($MILLION)
TABLE 99.    KEY NEW PRODUCT LAUNCHES (2016-2019)
TABLE 100.    KEY EXPANSIONS (2016-2019)
TABLE 101.    PARTNERSHIP (2016-2019)
TABLE 102.    PRODUCT DEVELOPMENTS (2016-2019)
TABLE 103.    COLLABORATION (2016-2019)
TABLE 104.    ACQUISTION (2016-2019)
TABLE 105.    ASSURX, INC.: KEY EXECUTIVES
TABLE 106.    ASSURX, INC.: COMPANY SNAPSHOT
TABLE 107.    ASSURX, INC.: PRODUCT PORTFOLIO
TABLE 108.    EQUINITI: KEY EXECUTIVES
TABLE 109.    EQUINITI: COMPANY SNAPSHOT
TABLE 110.    EQUINITI: OPERATING SEGMENTS
TABLE 111.    EQUINITI: PRODUCT PORTFOLIO
TABLE 112.    ETQ, LLC: KEY EXECUTIVES
TABLE 113.    ETQ, LLC: COMPANY SNAPSHOT
TABLE 114.    ETQ, LLC: PRODUCT PORTFOLIO
TABLE 115.    FRESHWORKS INC.: KEY EXECUTIVES
TABLE 116.    FRESHWORKS INC.: COMPANY SNAPSHOT
TABLE 117.    FRESHWORKS INC.: PRODUCT PORTFOLIO
TABLE 118.    MASTERCONTROL, INC.: KEY EXECUTIVES
TABLE 119.    MASTERCONTROL, INC.: COMPANY SNAPSHOT
TABLE 120.    MASTERCONTROL, INC.: PRODUCT PORTFOLIO
TABLE 121.    ORACLE CORPORATION: KEY EXECUTIVES
TABLE 122.    ORACLE CORPORATION: COMPANY SNAPSHOT
TABLE 123.    ORACLE CORPORATION: OPERATING SEGMENTS
TABLE 124.    ORACLE CORPORATION: PRODUCT PORTFOLIO
TABLE 125.    ORACLE CORPORATION: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 126.    QUANTIVATE, LLC.: KEY EXECUTIVES
TABLE 127.    QUANTIVATE, LLC.: COMPANY SNAPSHOT
TABLE 128.    QUANTIVATE, LLC.: PRODUCT PORTFOLIO
TABLE 129.    SALESFORCE.COM, INC.: KEY EXECUTIVES
TABLE 130.    SALESFORCE.COM, INC.: COMPANY SNAPSHOT
TABLE 131.    SALESFORCE.COM, INC.: PRODUCT PORTFOLIO
TABLE 132.    SPARTA SYSTEMS, INC.: KEY EXECUTIVES
TABLE 133.    SPARTA SYSTEMS, INC.: COMPANY SNAPSHOT
TABLE 134.    SPARTA SYSTEMS, INC.: PRODUCT PORTFOLIO
TABLE 135.    ZENDESK, INC.: KEY EXECUTIVES
TABLE 136.    ZENDESK, INC.: COMPANY SNAPSHOT
TABLE 137.    ZENDESK, INC.: PRODUCT PORTFOLIO
TABLE 138.    ZOHO CORPORATION PVT. LTD.: KEY EXECUTIVES
TABLE 139.    ZOHO CORPORATION PVT. LTD.: COMPANY SNAPSHOT
TABLE 140.    ZOHO CORPORATION PVT. LTD.: PRODUCT PORTFOLIO

LIST OF FIGURES

FIGURE 01.    KEY MARKET SEGMENTS
FIGURE 02.    COMPLAINT MANAGEMENT SOFTWARE MARKET, 2018–2026
FIGURE 03.    COMPLAINT MANAGEMENT SOFTWARE MARKET, BY REGION, 2018-2026
FIGURE 04.    TOP IMPACTING FACTORS
FIGURE 05.    TOP INVESTMENT POCKETS
FIGURE 06.    MODERATE BARGAINING POWER OF SUPPLIERS
FIGURE 07.    MODERATE-TO-HIGH BARGAINING POWER OF BUYERS
FIGURE 08.    MODERATE-TO-HIGH THREAT OF SUBSTITUTES
FIGURE 09.    MODERATE-TO-HIGH THREAT OF NEW ENTRANTS
FIGURE 10.    HIGH COMPETITIVE RIVALRY
FIGURE 11.    VALUE CHAIN ANALYSIS
FIGURE 12.    MARKET EVOLUTION/INDUSTRY ROADMAP
FIGURE 13.    PATENT ANALYSIS, BY REGION
FIGURE 14.    PATENT ANALYSIS, BY APPLICANT
FIGURE 15.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY COMPONENT, 2018–2026($BILLION)
FIGURE 16.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR SOFTWARE, BY REGION,  2018 & 2026 (%)
FIGURE 17.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR SERVICE, BY REGION,  2018 & 2026 (%)
FIGURE 18.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY TYPE, 2018–2026($BILLION)
FIGURE 19.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR INTEGRATED, BY REGION,  2018 & 2026 (%)
FIGURE 20.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR STAND-ALONE, BY REGION, 2018 & 2026 (%)
FIGURE 21.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY DEPLOYMENT, 2018–2026($BILLION)
FIGURE 22.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR ON PREMISE, BY REGION,  2018 & 2026 (%)
FIGURE 23.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR CLOUD, BY REGION, 2018 & 2026 (%)
FIGURE 24.    COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, BY INDUSTRY VERTICAL, 2018–2026($BILLION)
FIGURE 25.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR BFSI, BY REGION, 2018 & 2026 (%)
FIGURE 26.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR RETAIL, BY REGION, 2018 & 2026 (%)
FIGURE 27.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR GOVERNMENT & PUBLIC SECTOR, BY REGION, 2018 & 2026 (%)
FIGURE 28.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR IT & TELECOM, BY REGION, 2018 & 2026 (%)
FIGURE 29.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR HOSPITALITY, BY REGION, 2018 & 2026 (%)
FIGURE 30.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR HEALTHCARE, BY REGION, 2018 & 2026 (%)
FIGURE 31.    COMPARATIVE SHARE ANALYSIS OF COMPLAINT MANAGEMENT SOFTWARE MARKET FOR OTHERS, BY REGION, 2018 & 2026 (%)
FIGURE 32.    U.S. COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 33.    CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 34.    MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 35.    UK COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 36.    GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 37.    FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 38.    REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 39.    CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 40.    INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 41.    JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 42.    AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 43.    REST OF ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 44.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 45.    MIDDLE EAST COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 46.    AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET REVENUE, 2018-2026 ($MILLION)
FIGURE 47.    COMPETITIVE DASHBOARD
FIGURE 48.    COMPETITIVE DASHBOARD
FIGURE 49.    COMPETITIVE HEATMAP OF KEY PLAYERS
FIGURE 50.    TOP WINNING STRATEGIES, BY YEAR, 2016-2019
FIGURE 51.    TOP WINNING STRATEGIES, BY DEVELOPMENT, 2016-2019
FIGURE 52.    TOP WINNING STRATEGIES, BY COMPANY, 2016-2019
FIGURE 53.    EQUINITI: REVENUE, 2016–2018 ($MILLION)
FIGURE 54.    EQUINITI: REVENUE SHARE BY SEGMENT, 2018 (%)
FIGURE 55.    EQUINITI: REVENUE SHARE BY REGION, 2018 (%)
FIGURE 56.    R&D EXPENDITURE, 2016–2018 ($MILLION)
FIGURE 57.    ORACLE CORPORATION: REVENUE, 2016–2018 ($MILLION)
FIGURE 58.    ORACLE CORPORATION: REVENUE SHARE BY SEGMENT, 2018 (%)
FIGURE 59.    ORACLE CORPORATION: REVENUE SHARE BY REGION, 2018 (%)
FIGURE 60.    R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 61.    SALESFORCE.COM, INC.: REVENUE, 2017–2019 ($MILLION)
FIGURE 62.    SALESFORCE.COM, INC.: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 63.    R&D EXPENDITURE, 2016–2018 ($MILLION)
FIGURE 64.    ZENDESK, INC.: REVENUE, 2016–2018 ($MILLION)
FIGURE 65.    ZENDESK, INC.: REVENUE SHARE BY REGION, 2018 (%)

 
 

Complaint management software are being adopted across various organizations to improve the internal complaint handling process, thereby reducing the recurring complaints and raising the standards of decision-making. 

The complaint management software market vendors are offering analytics and AI-incorporated solutions to enhance the complaints handling process. Furthermore, they are offering the ability to integrate complaint management with knowledge management software, customer relationship management software, as well as with quality management software which helps to consolidate resources for frequently asked questions and other useful data assets. The need to offer the solutions compliant with industry-wise standard regulations for handling customer grievances is further driving the demand of complaint management software market. 

North America is expected to dominate the market in the upcoming years, owing to increase in awareness and focus on attaining customer satisfaction by major organizations.

The global complaint management software market has a considerable competitive environment. This is attributed to the fact that the market comprises several international and regional players. The global players focus on increasing their presence in many regions, which further increases the competition in terms of features, quality, and price for local vendors. In addition, market players are adopting various business strategies strengthen their foothold in the market and increase their market penetration. For instance, Zoho Pvt. Ltd. Corporation is providing the AI assistant named Zia, which helps in auto suggesting the appropriate solutions for resolving the complaints as well as to perform the sentiment analysis of customers. 

 


 

 

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