Market Overview

Multi-channel communication can be defined as communications with customers through multiple channels such as print, SMS, e-mail, web portals, and mobile applications. Multi-channel communication involves sending information through multiple channels. Multi-channel communication services facilitate clients to complete end to end information transactions utilizing different multiple channels. Multi-channel communication service involves delivering the right information, at right time, through right communication channel. Moreover, a multi-channel communications strategy does not support interactive or bidirectional communications with customers.

The global multi-channel communication services market is expected to exhibit a CAGR of 21.4% during the forecast period (2019-2027).

Market Dynamics- Drivers

  1. Increasing adoption of e-commerce in the retail industry is expected to drive growth of the global multi-channel communication services market during the forecast period

Retail e-commerce allows consumers to buy goods from the seller over the internet. Consumers can buy required products by visiting the website. E-commerce is one of the major channel in multi-channel communication platform. Top retailers are adopting retail multichannel communication platform to provide seamless shopping experience to their customers. Moreover, increasing adoption of mobile phones and rising penetration of internet in retail industry are expected to drive growth of the global multi-channel communication services market over the forecast period. For instance, according to Coherent Market Insights, in 2016, there were around 4,900 million mobile phone users worldwide, and the number is expected to reach 5,500 million by 2021.

Among region, North America region held a dominant position in the global multi-channel communication services market in 2018, accounting for 31.4% share in terms of value, followed by Asia Pacific and Europe, respectively.

Multi-Channel Communication Services  | Coherent Market Insights

 Source: Coherent Market Insights

Market Restraints

  1. High cost associated with installation of software and setting up of the multi-channel platform are expected to hamper growth of the global multi-channel communication services market over the forecast period

Multi-channel communication is associated with high installation cost, where end user likely have to devote more time, and may even need to hire additional staff members to manage multi-channel marketing. This, in turn, is expected to hinder the demand for multi-channel communication services and thereby expected to restrain the market growth over the forecast period.

Market Opportunities

  1. Growing demand for cloud-based multi-channel communication platform deployment is expected to create lucrative growth opportunities for market players

Cloud-based solutions have witnessed a higher demand, owing to their wide range of functionalities such as ease in accessibility, pay-per-use model, flexibility, faster set-up time, multiuser support, and low installation & maintenance costs. Moreover, high rate of cell phone and internet penetration in Asia Pacific is expected to offer growth opportunities for market players over the forecast period. 

Multi-Channel Communication Services  | Coherent Market Insights

Source: Coherent Market Insights

Segment Information

Among industry vertical, retail segment held a dominant position in the global multi-channel communication services market in 2018, followed by other sub-segments. The rise in multiple sales channels among retail industry resulted in having greater visibility across the entire order process life cycle. Therefore, the requirement for real-time updates related to the managing, tracking, and processing of orders has resulted in an increased demand for multichannel communication services, which is further expected to drive growth of the market over the forecast period.

Multi-Channel Communication Services  | Coherent Market Insights

Source: Coherent Market Insights  

Competitive Section

Key companies operating in the global multi-channel communication services market include Ecrion Software, Striata, Xerox Corporation, Quadient, Liquid State, MailTeck, Conduent, Inc., Enghouse Interactive, Paragon Customer Communications, Infobip ltd, and Compart AG among others.

Key Developments

  1. Key companies are focused on expanding product portfolio, in order to gain competitive edge in the market. For instance, in November 2016, Xerox expanded its portfolio of communication and marketing solutions, and enhanced its document transaction processing services. Moreover, both services helped large enterprises to better manage front- and back-end business processes and reduced invoice processing costs.
  2. Key manufacturers are focused on product showcase, in order to enhance their product portfolio. For instance, in October 2016, R. R. Donnelley & Sons Company, one of the leader in enabling integrated multi-channel marketing and business communications, showcased its suite of data-driven multichannel communication services designed to enable customers to transform everyday consumers into lifelong customers at “&THEN”, the Direct Marketing Association’s annual event, at the Los Angeles Convention Center in Los Angeles, California.

Multi-channel communication helps to optimize the business processes and enhances human communications by reducing latency, managing flows, and media dependencies. Moreover, several key market players are focusing on maintaining the competitive edge in the field of multi-channel communications by investing in technologies such as virtual reality (VR), artificial intelligence (AI), cloud, internet of things (IoT) coupled with developing innovations such as virtual reality meeting room solutions to meet the increasing needs and requirements of consumers. For instance, in December 2016, Tata Communications, one of the India-based telecommunications company, launched its major multi-channel brand campaign in India. This campaign is designed to highlight the company’s diverse services portfolio, which enables the digital transformation for businesses. Moreover, the presence of prominent market players coupled with high popularity of bring your own device (BOYD) solutions, are expected to further drive the growth of global multi-channel communication services market during forecast period.

Market Dynamics

Increasing demand for streamlining enterprise communication functions and increasing adoption of bring your own device (BOYD) trend are expected to drive the multi-channel communication services market during the forecast period. As enterprises are expanding their presence rapidly to the various geographical market places, the effectiveness of asynchronous and synchronous multi-channel communication functions plays a vital role in ensuring positive outcome of the business processes. Hence, the key enterprises are focusing on adopting multi-channel communication solutions to modernize their communication infrastructure. As BOYD has shown promising outcomes by cost savings for enterprises and increased employee productivity, these solutions are further enhancing its value proposition in terms of seamless connectivity with different mobile resources. However, the initial capital outlay and lack of interoperability are expected to hamper the global multi-channel communication services market growth during the forecast period.

Market Taxonomy

This report segments the global multi-channel communication services market on the basis of type, application, industry verticals, and region. On the basis of type, the global multi-channel communication services market is segmented into wired channel services and wireless channel services. On the basis of application, the global multi-channel communication services market is segmented into voice, email, social media, video meetings, and others (web presentment, SMS, and others). On the basis of industry vertical, the global multi-channel communication services market is segmented into energy and utilities, IT and telecom, retail, healthcare, manufacturing, and others (BFSI, public sector and aerospace & defense, and others), and on the basis of region, the global multi-channel communication services market is segmented into North America, Latin America, Europe, Asia Pacific, Middle East, and Africa.

Key features of the study:

  • This report provides an in-depth analysis of the global multi-channel communication services market and provides market size (US$ Million) and Compound Annual Growth Rate (CAGR %) for the forecast period (2019-2027), considering 2018 as the base year
  • It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrix for this market
  • This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, regional outlook, and competitive strategy adopted by leading players
  • It profiles leading players in the global multi-channel communication services market based on the following parameters – regulatory landscape, company overview, financial performance, product portfolio, geographical presence, distribution strategies, key developments and strategies, and future plans
  • Key companies covered in the global multi-channel communication services market include Ecrion Software, Striata, Xerox Corporation, Quadient, Liquid State, MailTeck, Conduent, Inc., Enghouse Interactive, Paragon Customer Communications, Infobip ltd, and Compart AG among others. These key market players are focusing on collaboration strategy with other market leaders to innovate and launch new products to meet the increasing needs and requirements of consumers.
  • Insights from this report would allow marketers and management authorities of companies to make informed decision regarding future product launches, technology up-gradation, market expansion, and marketing tactics
  • The global multi-channel communication services market report caters to various stakeholders in this industry including investors, suppliers, distributors, new entrants, and financial analysts
  • Stakeholders would have ease in decision-making through the various strategy matrices used in analyzing the global multi-channel communication services market

Detailed Segmentation:

  •  Global Multi-Channel Communication Services Market, By Type:
    • Wired Channel Services
    • Wireless Channel Services
  •  Global Multi-Channel Communication Services Market, By Application:
    • Voice
    • Email
    • Social Media
    • Video Meetings
    • Others (Web Presentment, SMS, and Others)
  • Global Multi-Channel Communication Services Market, By Industry Vertical:
    • Energy and Utilities
    • IT and Telecom
    • Retail
    • Healthcare
    • Manufacturing
    • Others (BFSI, Public Sector, Aerospace & Defense, and Others)
  • Global Multi-Channel Communication Services Market, By Region:
    • North America
    • Europe
    • Asia Pacific
    • Latin America
    • Middle East
    • Africa
  • Company Profiles
    • Ecrion Software *
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Key Strategies
      • Recent Developments
      • Future Plans
    • Striata
    • Xerox Corporation
    • Quadient
    • Liquid State
    • MailTeck
    • Conduent, Inc.
    • Enghouse Interactive
    • Paragon Customer Communications
    • Infobip ltd.
    • Compart AG

*Browse all the market data tables and figures on “Global Multi-Channel Communication Services Market - Forecast to 2027”

Table of Contents

  1. Research Objectives and Assumptions
    • Research Objectives
    • Assumptions
    • Abbreviations
  2. Market Purview
    • Report Description
      • Market Definition and Scope
    • Executive Summary
      • Market Snippet, By Type
      • Market Snippet, By Application
      • Market Snippet, By Industry Vertical
      • Market Snippet, By Region
    • Coherent Opportunity Map (COM)
  3. Market Dynamics, Regulations, and Trends Analysis
    • Market Dynamics
      • Drivers
      • Restraints
      • Market Opportunities
    • Regulatory Scenario
    • Industry Trend
    • Merger and Acquisitions
    • New system Launch/Approvals
  4. Global Multi-Channel Communication Services Market, By Type, 2017-2027  (US$ Million)
    • Introduction
      • Market Share Analysis, 2017 and 2027 (%)
      • Segment Trends
    • Wired Channel Services
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Wireless Channel Services
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
  5. Global Multi-Channel Communication Services Market, By Application, 2017-2027  (US$ Million)
    • Introduction
      • Market Share Analysis, 2017 and 2027 (%)
      • Segment Trends
    • Voice
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Email
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Social Media
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Video Meetings
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Others (Web Presentment, SMS, and Others)
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
  6. Global Multi-Channel Communication Services Market, By Industry Vertical, 2017-2027  (US$ Million)
    • Introduction
      • Market Share Analysis, 2017 and 2027 (%)
      • Segment Trends
    • Energy and Utilities
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • IT and Telecom
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Retail
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Healthcare
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Manufacturing
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
    • Others (BFSI, Public Sector, and Aerospace & Defense, and Others)
      • Introduction
      • Market Size and Forecast, 2019–2027, (US$ Million)
  7. Global Multi-Channel Communication Services Market, By Region, 2017-2027  (US$ Million)
    • Introduction
      • Market Share Analysis, By Region, 2017 and 2027 (%)
    • North America
      • Regional Trends
      • Market Size and Forecast, By Type, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Application, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Industry Vertical, 2019–2027 (US$ Million)
      • Market Share Analysis, By Country, 2019 and 2027 (%)
        • U.S.
        • Canada
    • Europe
      • Regional Trends
      • Market Size and Forecast, By Type, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Application, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Industry Vertical, 2019–2027 (US$ Million)
      • Market Share Analysis, By Country, 2019 and 2027 (%)
        • U.K.
        • Germany
        • Italy
        • France
        • Russia
        • Rest of Europe
    • Asia Pacific
      • Regional Trends
      • Market Size and Forecast, By Type, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Application, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Industry Vertical, 2019–2027 (US$ Million)
      • Market Share Analysis, By Country, 2019 and 2027 (%)
        • China
        • India
        • Japan
        • ASEAN
        • Australia
        • South Korea
        • Rest of Asia Pacific
    • Latin America
      • Regional Trends
      • Market Size and Forecast, By Type, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Application, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Industry Vertical, 2019–2027 (US$ Million)
      • Market Share Analysis, By Country, 2019 and 2027 (%)
        • Brazil
        • Argentina
        • Mexico
        • Rest of Latin America
    • Middle East
      • Regional Trends
      • Market Size and Forecast, By Type, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Application, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Industry Vertical, 2019–2027 (US$ Million)
      • Market Share Analysis, By Country, 2019 and 2027 (%)
        • Israel
        • GCC Countries
        • Rest of the Middle East
    • Africa
      • Regional Trends
      • Market Size and Forecast, By Type, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Application, 2019–2027 (US$ Million)
      • Market Size and Forecast, By Industry Vertical, 2019–2027 (US$ Million)
      • Market Share Analysis, By Country/Region, 2019 and 2027 (%)
        • South Africa
        • Central Africa
        • North Africa
  8. Competitive Landscape
    • Company Profiles
      • Ecrion Software
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Striata
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Xerox Corporation
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Quadient
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Liquid State
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • MailTeck
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Conduent, Inc.
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Enghouse Interactive
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Paragon Customer Communications
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Infobip ltd.
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
      • Compart AG
        • Company Overview
        • Product Portfolio
        • Financial Performance
        • Key Strategies
        • Recent Developments/Updates
    • Analyst Views
  9. Section
    • References
    • Research Methodology
    • About us and Sales Contact

*Browse 60 market data tables and 40 figures on “Global Multi-channel Communication Services Market -forecast to 2027”.