Cross-channel communication or cross-channel marketing is selling or promoting products on all possible medium such as social media, massaging apps, marketplaces, and others. There are three types of communication channel namely Omni channel, multi-channel, and cross channel. Multi-channel means selling or advertising the company’s product to the target audience by more than one channel. For instance through newspaper, TV etc. These channels operates independently and there is no data sharing in between these channels. However, in cross channel, available channels share data among each other. For instance, if consumer orders a specific product on smartphone can continue ordering the same product form company’s website. This will give consumer hassle free experience for shopping, which will increase the traffic on their website. Moreover, to increase the sale of the products, companies are investing in cross channel communication service.

Another benefit of cross cannel communication is that a company can send consumer experience feedbacks on any available channel. For instance, instead of sending emails for feedback, companies can show pop up message in there smartphone apps. This will help companies to know the consumer better.

Moreover, improved brand value is another benefit offered by cross channel service. For instance, Apple Inc., a U.S based technology company offers customers helpline in chat, email, message, and twitter, where consumer can access its service from anywhere across the globe. This type of service is expected to aid companies to increase their brand value.

Factors driving growth of the Cross-channel Communication Services Market:

Increasing demand of personalized communication services from companies is driving factor of cross-channel communication market. Consumer’s wants personalized services from brands, this can only provide with use cross channel communication. That’s why companies adopting cross-channel communication.

However, companies find it difficult to implement the cross communication channel service at initial stages as companies have dedicated team for email channel handling and social media channel handling and it becomes difficult for the teams to collaborate with each other. This can be one of the restraining factor that can hamper the growth of cross-channel communication services market.

Cross-channel Communication Services Market: Regional Insights

On the basis of region, cross-channel communication services market is segmented into North America, Europe, Asia Pacific, Latin America, Middle East, and Africa. North America region held major share in the cross-channel communication services market in 2018 owing to large number of key players in the region, which include Ecrion Software, Conduent Inc., Paragon Communications, Enghouse Interactive Inc., Xerox Corporation, and others.

Moreover, Asia Pacific is expected to be the fastest growing region in the cross-channel communication services market over the forecast period, owing to increasing e-commerce market in the region. E-commerce companies sell their product through apps and website. To increase the sells e-commerce companies adopting cross-channel market. For instance, in December 2019, a report published by the World Bank, there is only 1.6% of sale by e-commerce market compared to 10.32% in the U.S., which makes India a huge potentially untapped market for e-commerce.

Key Players in the Cross-channel Communication Services Market:

Key players operating in the market include Ecrion Software, Conduent Inc., Neopost, Liquid State, MailTeck S.A., Infobip ltd., Paragon Communications, Enghouse Interactive Inc., Xerox Corporation, Engage Hub, Synertone Communication Corporation, and Others.

Cross-Channel Communication Services Market Taxonomy

Cross-Channel Communication Services Market, by Type:

  • Wired Channel
  • Wireless Channel

Cross-Channel Communication Services Market, by Application:

  • Voice
  • Email
  • Social Media
  • Video Meetings
  • Others

Cross-Channel Communication Services Market, by Region:

  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East
  • Africa
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Research Methodology

Coherent Market Insights followsa comprehensive research methodology focused on providing the most precise market analysis. The company leverages a data triangulation model which helps company to gauge the market dynamics and provide accurate estimates. Key components of the research methodologies followed for all our market reports include:

  • Primary Research (Trade Surveys and Experts Interviews)
  • Desk Research
  • Proprietor Data Analytics Model

In addition to this, Coherent Market Insights has access to a wide range of the regional and global reputed paid data bases, which helps the company to figure out the regional and global market trends and dynamics. The company analyses the industry from the 360 Degree Perspective i.e. from the Supply Side and Demand Side which enables us to provide granular details of the entire ecosystem for each study. Finally, a Top-Down approach and Bottom-Up approach is followed to arrive at ultimate research findings.


Data Triangulation Methodology | Coherent Market Insights

Coherent Market Insights desk research is based on a principle set of research techniques:

  • National level desk research: It Includes research analysis of regional players, regional regulatory bodies, regional trade associations, and regional organization.
  • Multinational level desk research: The research team keeps a track of multinational players, global regulatory bodies, global trade associations, and global organization.

Coherent Market Insights has a large amount of in-house repository of industry database. This is leveraged as a burner for initiating a new research study. Key secondary sources include:

  • Governmental bodies, National and international social welfare institutions, and organizations creating economic policies among others.
  • Trade association, National and international media and trade press.
  • Company Annual reports, SEC filings, Corporate Presentations, press release, news, and specification sheet of manufacturers, system integrators, brick and mortar - distributors and retailers, and third party online commerce players.
  • Scientific journals, and other technical magazines and whitepapers.

Market Analysis | Coherent Market Insights

Preliminary Data Mining

The raw data is obtained through the secondary findings, in house repositories, and trade surveys. It is then filtered to ensure that the relevant information including industry dynamics, trends, and outlook is retained for further research process.

Data Standardization

Holistic approach is used to ensure that the granular and uncommon parameters are taken into consideration to ensure accurate results. The information from the paid databases are further combined to the raw data in order to standardize it.

Coherent Statistical model

We arrive at our final research findings through simulation models. Coherent Data Analytics Model is a statistical tool that helps company to forecast market estimates. Few of the parameters considered as a part of the statistical model include:

  • Micro-economic indicators
  • Macro-economic indicators
  • Environmental indicators
  • Socio-political indicators
  • Technology indicators

Data Processing

Once the findings are derived from the statistical model, large volume of data is process to confirm accurate research results. Data analytics and processing tools are adopted to process large chunk of collected informative data. In case, a client customizes the study during the process, the research finding till then are benchmarked, and the process for new research requirement is initiated again.

Data Validation

This is the most crucial stage of the research process. Primary Interviews are conducted to validate the data and analysis. This helps in achieving the following purposes:

  • It provides first-hand information on the market dynamics, outlook, and growth parameters.
  • Industry experts validates the estimates which helps the company to cement the on-going research study.
  • Primary research includes online surveys, face-to face interviews, and telephonic interviews.

The primary research is conducted with the ecosystem players including, but not limited to:

  • Raw Material Suppliers
  • Manufacturers
  • System Integrators
  • Distributors
  • End-users