Digital channels, enterprise systems and SaaS have led to growth in CSP spending on customer engagement

31 August 2022 | Research

Michelle Lam

Article | PDF (3 pages) | Customer Engagement

"The customer engagement market has grown because CSPs have accelerated their adoption of digital channels, enterprise engagement systems and SaaS."


Communications service providers (CSPs) are accelerating the digitisation of customer touchpoints due to evolving customer preferences and the need to support new business models and lower the cost of operations. As a result, the customer engagement market increased to USD14.4 billion in 2021; this is equivalent to 1.0% year-on-year growth. However, this growth masks the extent of the transformation of customer engagement systems because expensive call centres and other customer engagement systems are being replaced with cheaper and more-efficient cloud-based systems.


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