Let’s start up with the current stock price of Avaya Holdings Corp. (AVYA), which is $0.90 to be very precise. The Stock rose vividly during the last session to $1.36 after opening rate of $1.36 while the lowest price it went was recorded $0.79 before closing at $2.09.Recently in News on July 28, 2022, Avaya Appoints Alan Masarek as President and CEO. Industry Veteran Brings Over 30 Years of Software and Cloud-Based Business Experience to Lead Avaya’s Business Model Transformation. You can read further details here
Avaya Holdings Corp. had a pretty Dodgy run when it comes to the market performance. The 1-year high price for the company’s stock is recorded $21.6500 on 01/04/22, with the lowest value was $0.7900 for the same time period, recorded on 07/29/22.
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Price records that include history of low and high prices in the period of 52 weeks can tell a lot about the stock’s existing status and the future performance. Presently, Avaya Holdings Corp. shares are logging -96.41% during the 52-week period from high price, and -50.63% higher than the lowest price point for the same timeframe. The stock’s price range for the 52-week period managed to maintain the performance between $1.82 and $25.01.
The company’s shares, operating in the sector of Technology managed to top a trading volume set approximately around 64721472 for the day, which was evidently higher, when compared to the average daily volumes of the shares.
When it comes to the year-to-date metrics, the Avaya Holdings Corp. (AVYA) recorded performance in the market was -95.46%, having the revenues showcasing -91.01% on a quarterly basis in comparison with the same period year before. At the time of this writing, the total market value of the company is set at 188.71M, as it employees total of 8063 workers.
According to the data provided on Barchart.com, the moving average of the company in the 100-day period was set at 7.1888, with a change in the price was noted -11.38. In a similar fashion, Avaya Holdings Corp. posted a movement of -92.68% for the period of last 100 days, recording 4,148,875 in trading volumes.
Total Debt to Equity Ratio (D/E) can also provide valuable insight into the company’s financial health and market status. The debt to equity ratio can be calculated by dividing the present total liabilities of a company by shareholders’ equity. Debt to Equity thus makes a valuable metrics that describes the debt, company is using in order to support assets, correlating with the value of shareholders’ equity The total Debt to Equity ratio for AVYA is recording 0.00 at the time of this writing. In addition, long term Debt to Equity ratio is set at 6.54.
Raw Stochastic average of Avaya Holdings Corp. in the period of last 50 days is set at 2.19%. The result represents downgrade in oppose to Raw Stochastic average for the period of the last 20 days, recording 5.69%. In the last 20 days, the company’s Stochastic %K was 26.52% and its Stochastic %D was recorded 29.84%.
Considering, the past performance of Avaya Holdings Corp., multiple moving trends are noted. Year-to-date Price performance of the company’s stock appears to be encouraging, given the fact the metric is recording -95.46%. Additionally, trading for the stock in the period of the last six months notably deteriorated by -94.57%, alongside a downfall of -96.36% for the period of the last 12 months. The shares increased approximately by -59.15% in the 7-day charts and went up by -62.08% in the period of the last 30 days. Common stock shares were lifted by -91.01% during last recorded quarter.
Avaya Holdings Corp. (AVYA) is expected to deliver a year-over-year decline in earnings on lower revenues when it reports results for the quarter ended June 2022. This widely-known consensus outlook gives a good sense of the company's earnings picture, but how the actual results compare to these estimates is a powerful factor that could impact its near-term stock price.
The stock might move higher if these key numbers top expectations in the upcoming earnings report, which is expected to be released on August 9. On the other hand, if they miss, the stock may move lower.
While management's discussion of business conditions on the earnings call will mostly determine the sustainability of the immediate price change and future earnings expectations, it's worth having a handicapping insight into the odds of a positive EPS surprise.
Zacks Consensus Estimate
This company is expected to post quarterly earnings of $0.50 per share in its upcoming report, which represents a year-over-year change of -33.3%.
Revenues are expected to be $691.78 million, down 5.5% from the year-ago quarter.
Estimate Revisions Trend
The consensus EPS estimate for the quarter has been revised 17.24% lower over the last 30 days to the current level. This is essentially a reflection of how the covering analysts have collectively reassessed their initial estimates over this period.
Investors should keep in mind that an aggregate change may not always reflect the direction of estimate revisions by each of the covering analysts.
Estimate revisions ahead of a company's earnings release offer clues to the business conditions for the period whose results are coming out. This insight is at the core of our proprietary surprise prediction model -- the Zacks Earnings ESP (Expected Surprise Prediction).
The Zacks Earnings ESP compares the Most Accurate Estimate to the Zacks Consensus Estimate for the quarter; the Most Accurate Estimate is a more accurate version of the Zacks Consensus EPS estimate. The idea here is that analysts revising their estimates right before an earnings release have the latest information, which could potentially be more accurate than what they and others contributing to the consensus had predicted earlier.
Thus, a positive or negative Earnings ESP practicing theoretically indicates the likely deviation of the actual earnings from the consensus estimate. However, the model's predictive power is significant for positive ESP readings only.
A positive Earnings ESP is a strong predictor of an earnings beat, particularly when combined with a Zacks Rank #1 (Strong Buy), 2 (Buy) or 3 (Hold). Our research shows that stocks with this combination produce a positive surprise nearly 70% of the time, and a solid Zacks Rank actually increases the predictive power of Earnings ESP.
Please note that a negative Earnings ESP practicing is not indicative of an earnings miss. Our research shows that it is difficult to predict an earnings beat with any degree of confidence for stocks with negative Earnings ESP readings and/or Zacks Rank of 4 (Sell) or 5 (Strong Sell).
How Have the Numbers Shaped Up for Avaya Holdings Corp.
For Avaya Holdings Corp.The Most Accurate Estimate is the same as the Zacks Consensus Estimate, suggesting that there are no accurate analyst views which differ from what have been considered to derive the consensus estimate. This has resulted in an Earnings ESP of 0%.
On the other hand, the stock currently carries a Zacks Rank of #4.
So, this combination makes it difficult to conclusively predict that Avaya Holdings Corp. Will beat the consensus EPS estimate.
Does Earnings Surprise History Hold Any Clue?
Analysts often consider to what extent a company has been able to match consensus estimates in the past while calculating their estimates for its future earnings. So, it's worth taking a look at the surprise history for gauging its influence on the upcoming number.
For the last reported quarter, it was expected that Avaya Holdings Corp. Would post earnings of $0.62 per share when it actually produced earnings of $0.53, delivering a surprise of -14.52%.
Over the last four quarters, the company has beaten consensus EPS estimates two times.
An earnings beat or miss may not be the sole basis for a stock moving higher or lower. Many stocks end up losing ground despite an earnings beat due to other factors that disappoint investors. Similarly, unforeseen catalysts help a number of stocks gain despite an earnings miss.
That said, betting on stocks that are expected to beat earnings expectations does increase the odds of success. This is why it's worth checking a company's Earnings ESP and Zacks Rank ahead of its quarterly release. Make sure to utilize our Earnings ESP Filter to uncover the best stocks to buy or sell before they've reported.
Avaya Holdings Corp. Doesn't appear a compelling earnings-beat candidate. However, investors should pay attention to other factors too for betting on this stock or staying away from it ahead of its earnings release.
Expected Results of an Industry Player
Kaleyra (KLR), another stock in the Zacks Communication - Network Software industry, is expected to report earnings per share of $0.24 for the quarter ended June 2022. This estimate points to a year-over-year change of -2,500%. Revenues for the quarter are expected to be $81.41 million, up 50.8% from the year-ago quarter.
Over the last 30 days, the consensus EPS estimate for Kaleyra has been revised 20% down to the current level. Nevertheless, the company now has an Earnings ESP of 0.00%, reflecting an equal Most Accurate Estimate.
When combined with a Zacks Rank of #3 (Hold), this Earnings ESP makes it difficult to conclusively predict that Kaleyra will beat the consensus EPS estimate. Over the last four quarters, the company surpassed consensus EPS estimates two times.
Stay on top of upcoming earnings announcements with the Zacks Earnings Calendar.
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AVON, Ohio, June 28, 2022--(BUSINESS WIRE)--Jenne, Inc. a leading cloud service and value-added distributor of technology solutions is excited to announce they’ve won the Avaya North America Cloud Service Partner of the Year award for the second straight year. Jenne was selected by Avaya for their outstanding collaboration, contribution, and commitment to accelerating growth and providing Experiences that Matter to their customers and others.
"We’re thrilled to have such a longstanding and strong partnership with Avaya," said Dean Jenne, president of sales, Jenne. "Winning this award for the second straight year is a direct result of the hard work of our entire team and our commitment to growing our Cloud Services offerings with Avaya. One of our core competencies is to assist existing Avaya partner’s transition to Avaya cloud technology. We leverage our technical knowledge of the Avaya Cloud Office platform to assist our partners and agents and allow them to win."
"Congratulations on recently being named an Avaya Partner of the Year," said John Colvin, head of Americas field and global partner marketing, Avaya. "We celebrate the dedication and commitment you’ve shown to your customers and look forward to a promising year ahead."
About Jenne, Inc.
Jenne, Inc. is a leading cloud services brokerage and value-added distributor of technology solutions focusing on Unified Communications and collaboration, networking and infrastructure, video conferencing, physical security, and the Internet of Things (IoT). Founded in 1986, Jenne is committed to providing agents, resellers, integrators, and service providers with a broad product and solutions selection, competitive pricing, on-time accurate delivery, outstanding technical support, and ongoing sales and technical training through Jenne University. The company is headquartered in Avon, Ohio.
Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20220628005050/en/
Jun. 30—The Mammoth Lobby at the Owensboro Museum of Science and History has had a few extra visitors this week with the International Center of Owensboro hosting its first Transcend Summer Arts Camp.
While visitors are still able to walk around to see a number of the exhibitions and galleries in the museum, the lobby has been transformed into a temporary artistic space, with a number of tables, easels, paint and colorful canvas pieces created by the camp's participants — primarily local refugee mentees — covering the area.
Laura Jones, youth and family services coordinator for the center, said the camp was created to provide a safe space for campers to express themselves, tell their stories and "integrate and encourage cross-cultural communication."
Jones, who runs the youth mentorship group, said that they hold different projects every month that revolve around civic and social engagement, educational and vocational advancement, life skills and health and well-being, and wanted to find something to encompass all of it in some form.
"We really wanted to cultivate a project that they could integrate with one another and just have unity," she said. "I just felt like — having my background in art before I got into this field— (to have) something that really transcends past language barriers."
The camp began Monday and runs through Friday, with 46 participants registered.
Activities have included self-portraits, exploring Indigenous art, papier-mâché, dance, paint pouring exercises instructed by local artist Leeza Dukes, educational lessons on certain artists, such as Belarusian-French artist Marc Chagall, and testing their art skills through a number of mediums and styles.
"Chagall did village paintings ... so I wanted to give (the participants) the opportunity — if they wanted to — to show their own homeland, village, things like that through paint and oil pastel," Jones said.
Jones also said they have drawn creations on the sidewalk outside the museum, alongside Daviess Street, for the public to see.
And at the end of the week, Jones said the participants will pick their favorite piece they created and enter it in a juried exhibition that will be voted on by their peers.
One of the participants at the camp is Neema López, 16, who relocated to Owensboro seven months ago from the Democratic Republic of the Congo.
López said that she has been enjoying her time at the camp.
"It's making me happy," she said. "It makes me feel so good. I've made some friends here, (and) I've been meeting different people."
She also enjoys doing artwork. She uses some of her personal downtime drawing and gets inspired from what she observes around her.
"If I see something and I like it, I'll try to (replicate) it," López said.
Jones said the participants enrolled in the camp speak a number of languages, ranging from Karen, Swahili, Spanish and Pashto, and the camp is an opportunity to be able to communicate with one another regardless of where they come from.
"They can all see each other's work and get the flow of what they're doing," she said.
Jones said that programs like the camp are "paramount" to helping those who are becoming acquainted with Owensboro and the United States, and it offers them a platform to express themselves.
"It really gives them an opportunity to really experience inclusion, and they all share the common bond of having different experiences as refugees; but they all have a story to tell," Jones said. "Some of the individuals here are not obviously as vocal, so they don't feel that connection yet as being citizens of our community. I just really wanted to give them that opportunity."
Jones is hopeful the camp will grow for years to come, as she sees the benefits for everyone involved.
"I hope to make it annual," she said. "I think that would be great.
"Every single time we have group events, I always — and whoever is presenting — learn as much from these students as they do from us. It's a wonderful opportunity for them to let us know about their culture (and) for us to really learn more about communication and diversity."
Jones said the center is looking for new mentors, mentees and volunteers to assist with events like the camp. If interested, contact Jones at 270-683-3423 or email@example.com.
Chicago, Aug. 05, 2022 (GLOBE NEWSWIRE) -- Contact Center Software Market size is expected to grow from USD 35.2 billion in 2022 to USD 93.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period according to a new report by MarketsandMarkets™. The rising adoption of work from home culture, advancements in virtual and cloud-based contact center technologies and solutions are a few factors driving the growth of the Contact Center Software Market.
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Browse in-depth TOC on "Contact Center Software Market”
300 – Tables
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Services help organizations in effective integration and implementation of Contact Center Software with the existing in-house infrastructure
The services segment of Contact Center Software is expected to have a promising future due to various integration of contact center solutions. Services help organizations in building successful customer relationships by continuously supporting them through their business tenure. The growing need for integrating Contact Center Software with other enterprise business applications to drive the growth of Contact Center Software services. These services offered by vendors help users select the best Contact Center Software software, which is appropriate to their business needs.
The Cloud-based Contact Center Software solutions help reduce the overall costs and provide highly flexible and scalable access to solutions through the IT infrastructure hosted by the cloud service provider.
The rising shift from on-premises to cloud infrastructure is increasing the demand for Contact Center Software solutions which is mainly due to various benefits of the cloud that include 24x7 data accessibility, rapid implementation, reduced setup, and operational cost, which is Capital Expenditure (CAPEX) and Operating Expense (OPEX), less maintenance cost, scalability, and ease of use for a company with limited IT staff and budget. The adoption of cloud deployment has increased over the five years, especially in SMEs.
The SMEs have started adopting contact center solutions to reduce the CAPEX and OPEX associated with maintaining contact centers and their performance
The increasing implementation of customer care solutions by SMEs across the globe is expected to drive the market growth over the forecast period. Small and medium-sized enterprises are adopting the contact center solutions in-order to ease the burdens of carrying out their routine tasks while allowing agents to focus on organizational development.
The growing focus on improving customer experience is driving the demand for omnichannel routing, which is driving the demand for Contact Center Software solutions
The retail and consumer goods vertical is expected to grow at the highest rate during the forecast period. The retail and consumer goods industry is highly customer-centric, and companies are adopting various penetration strategies and allowing technologies to enhance customer experiences and Excellerate customer retention. These contact center solutions are helping businesses and retailers in striking personalized interactions with customers and building strong customer relationships.
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North America to dominate the Contact Center Software Market in 2022
North America is one of the most technologically advanced regions in the world. The adoption of the Contact Center Software solution is expected to be the highest in North America compared to other regions. Moreover, organizations in North American countries are investing on a large scale in emerging technologies, such as big data, analytics, and cloud platforms. The emphasis is on increasing efficiency by enhancing various outbound and inbound operations has also been growing among both large as well as small and medium-sized enterprises in the region. The omnichannel approach to sales, which has been gaining popularity, coupled with the fast growing e-commerce industry is further expected to increase the regional market growth.
The major Players for Contact Center Software Market includes Some of the major vendors offering contact center solutions across the globe include IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8x8 (US), Atos (France), Talkdesk (US), NICE (Israel), Alcatel Lucent Enterprise (France) and more.
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Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Mode (Public and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods) and Region - Global Forecast to 2027
Cloud Storage Market by Component (Solutions and Services), Application (Primary Storage, Backup and Disaster Recovery, and Archiving), Deployment Type (Public and Private Cloud), Organization Size, Vertical and Region - Global Forecast to 2027
CONTACT: About MarketsandMarkets™ MarketsandMarkets™ provides quantified B2B research on 30,000 high growth niche opportunities/threats which will impact 70% to 80% of worldwide companies’ revenues. Currently servicing 7500 customers worldwide including 80% of global Fortune 1000 companies as clients. Almost 75,000 top officers across eight industries worldwide approach MarketsandMarkets™ for their painpoints around revenues decisions. Our 850 fulltime analyst and SMEs at MarketsandMarkets™ are tracking global high growth markets following the "Growth Engagement Model – GEM". The GEM aims at proactive collaboration with the clients to identify new opportunities, identify most important customers, write "Attack, avoid and defend" strategies, identify sources of incremental revenues for both the company and its competitors. MarketsandMarkets™ now coming up with 1,500 MicroQuadrants (Positioning top players across leaders, emerging companies, innovators, strategic players) annually in high growth emerging segments. MarketsandMarkets™ is determined to benefit more than 10,000 companies this year for their revenue planning and help them take their innovations/disruptions early to the market by providing them research ahead of the curve. MarketsandMarkets’s flagship competitive intelligence and market research platform, "Knowledge Store" connects over 200,000 markets and entire value chains for deeper understanding of the unmet insights along with market sizing and forecasts of niche markets. Contact: Mr. Aashish Mehra MarketsandMarkets™ INC. 630 Dundee Road Suite 430 Northbrook, IL 60062 USA: +1-888-600-6441 Email: firstname.lastname@example.org
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Jul 21, 2022 (Alliance News via COMTEX) -- New York (US) – Key Companies Covered in the Healthcare Claims Management Solutions Market Research are Cerner Corporation, Avaya Inc., Oracle Corporation, Infor Inc., Allscripts Healthcare Solutions, Inc., Athenahealth Inc., Accenture Plc., Ibm Corporation, Cognizant Technology Solutions Corporation, Genpact Limited, Quest Diagnostics, Mckesson Corporation, Eclinicalworks Llc, Carecloud Corporation, The Ssi Groups Inc., Ge Healthcare, Siemens Healthcare and other key market players.
Healthcare Insurance Is A Contract Between A Patient And Insurer To Cover Health Expenses In Lieu Of The Premiums Paid By A Patient. Health Claim Is A Detailed Invoice That Is Sent By A Patient Or A Healthcare Provider To The Health Insurer, Which Contains The Description And The Expenses Incurred For Availing Services By That Patient.
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Healthcare Claims Management Is The Process Of Billing, Filling, Updating, And Processing Medical Claims Related To The Diagnosis, Treatment, And Medication Of Patients. The Global Healthcare Claims Management Solutions Market Was Valued At $3,644 Million In 2015, And Is Estimated To Garner $5,213 Million By 2022, Registering A Cagr Of 5.1% During The Forecast Period. The Key Driving Factors Of The Market Are Growing Geriatric Population And Increasing Awareness For Care Provision. Moreover, Proactive Initiatives By Government Organizations To Excellerate The Longevity Of Citizens Have Supplemented The Market Growth. In Addition, Growing Preference For Cloud-Based Deployment Of Healthcare Claims Management Solutions Is Expected To Create Opportunities For Market Players. However, Burgeoning Increase In Premium Rates, Reluctance To Adopt New Technology, High Cost Of Deployment & Data Security, And Interoperability Issues Hamper The Growth Of The Market.
The Global Healthcare Claims Management Solutions Market Is Segmented Based On Type, Deployment Mode, And Geography. Based On Type, The Market Is Segmented Into Software, Hardware, And Services. Based On The Mode Of Deployment, The Market Is Segmented Into Web-Based, Cloud-Based, And On-Premise. The Market Is Analyzed Based On Four Regions, Namely North America, Europe, Asia-Pacific, And Lamea. The North American Region Accounted For Four-Ninths Share Of The Global Healthcare Claims Management Solutions Market In 2015, And Is Expected To Maintain Its Dominance Throughout The Forecast Period.
This Is Attributed To The Increase In Prevalence Of Chronic Disease, Technological Advancements In Software, And Burgeoning Use Of Cloud-Based Solution In The Region. However, The Asia-Pacific Region Is Projected To Grow At A Cagr Of 7.3% From 2016 To 2022, Owing To The Increase In Geriatric Population And Surge In Healthcare Facilities. In Addition, Improvements In Healthcare Infrastructure And Implementation Of Government Initiatives To Boosts Awareness Among People Are Expected To Boost The Market Growth.
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The Study Provides An In-Depth Analysis Of The Global Healthcare Claims Management Market Along With The Current Trends And Future Estimations To Elucidate The Imminent Investment Pockets.
The Report Provides Quantitative Analyses Of The Industry For The Period Of 2014-2022 To Enable Stakeholders To Capitalize On The Prevailing Opportunities.
Extensive Analyses Of The Market Based On The Product Type, And Deployment Mode, Help In Understanding The Market Dynamics.
Comprehensive Analysis Of Geographical Regions Is Provided To Determine The Latent Opportunities.
The Key Players Operating In The Market Have Been Profiled Along With Their Strategies To Determine The Competitive Outlook Of The Global Healthcare Claims Management Market.
Healthcare Claims Management Solutions Market Key Segments
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COMPANY NEWS: Confluent, Inc. (NASDAQ:CFLT), the data streaming platform to set data in motion, today announced it received the 2022 Microsoft Commercial Marketplace Partner of the Year award. The company was honored among a global field of top Microsoft partners for demonstrating excellence in innovation and implementation of customer solutions based on Microsoft technology.
The global customer experience as a service (CXaaS) market size was USD 1.45 billion in 2020. The market is projected to grow from USD 1.64 billion in 2021 to USD 4.17 billion in 2028 at a CAGR of 14.2% during the 2021-2028 period.
Report 2022-2029, has been prepared based on an in-depth market analysis with inputs from industry experts. The Customer Experience as a Service Market Size study sheds light on the important growth dynamics expected to prevail across the assessment period 2022-2029. It offers valuable information on changing market dynamics, major segments, top investment pockets, and competitive scenario for market players, investors, shareholders, and new entrants The study offers statistics of key segments across prominent geographies, along with a detailed mapping of the global competitive landscape.
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The report covers extensive analysis of the key market players in the market, along with their business overview, expansion plans, and strategies. The key players studied in the report include:
Constant Threat of Data Breaches to Limit CEM Adoption
The proliferation of smartphones, mobile applications, and other smart devices has triggered a massive digitization trend among businesses. Enhancing CEM through virtual platforms and online portals has become one of the core strategies adopted by companies to foster long-lasting relationships with their customers. However, with private customer information being available online in most cases, the threat of data breaches has escalated in accurate years. Hackers are targeting digital platforms to extract critical data and sell them on the black market. For example, in April 2020, over 500,000 accounts on the teleconferencing platform Zoom were breached and then sold on the dark web by cyber-criminals. Similarly, in India in January 2020, Unacademy, the popular online education platform, experienced a massive data breach, exposing more than 20 million accounts containing customer information related to email addresses, payment history, passwords, and usernames. The constant exposure of delicate information to cyber-attacks may inhibit the customer experience management market growth.
By Service Type
By Enterprise Size
The report provides detailed insights on drivers, restraints, and opportunities to help the market players in devising several growth strategies. The rise in demand for compound semiconductor epitaxial wafer in consumer electronics, the surge in implementation of wafers in the automotive industry, and the increase in use of compound semiconductor wafers photovoltaic, photonics, spintronics, and others are expected to drive the growth of the global compound Customer Experience as a Service Market during the forecast period. On the other hand, the extortionate cost of wafer manufacturing is expected to hinder the growth to some extent. However, the increase in popularity of IoT in wafers is expected to create ample opportunities for the industry.
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The report provides a detailed scenario of the impact of the Covid-19 pandemic on the compound Customer Experience as a Service Market globally. The outbreak of COVID-19 has had a negative impact on the growth of the global compound Customer Experience as a Service Market, owing to the prevalence of lockdowns in numerous countries across the globe. Lockdowns led to the closure of various electronics manufacturing hubs across the globe, adversely affecting the supply chain of Customer Experience as a Service Market. This created a shortage of materials, components, and finished goods. However, the market is expected to recoup soon.
The report offers detailed segmentation of the global compound Customer Experience as a Service Market based on type, deposition technology, product, application, and region. These insights are helpful for new as well as existing market players to capitalize on the fastest growing and largest revenue-generating segments to accomplish growth in the future.
Based on product, the power segment generated the highest market share in 2020, garnering more than one-fourth of the global market. The transistor segment, on the other hand, would cite the fastest CAGR during the forecast period.
Management of Customer Experience as a Service Market deals with the creation of benefits for the past buying and provides incentives for future buying. The Rewards program provides the customer with strong value, with better customer penetration, cross-sales, and Market. A Market system comprises operational parameters that include; financing options, program design, and transaction types. It also incorporates different value parameters such as redemption thresholds, reimbursement options, and earnings rates. Many organizations concentrate their activities on spending on Market programs. This allows the promotion of brands and continues to attract a new audience. It helps collect more information and insights to develop a more sophisticated customer profile. For the reason of its influence on the brand value and the capability of Customer Experience as a Service Market programs to sustain and attract potential customers, Market management is a key part of the seller strategy.
An in-depth qualitative and quantitative research of the global Customer Experience as a Service Market has been undertaken in this report. The study reckons various important aspects of the market by focusing on the historical and forecast data. Information pertaining to SWOT analysis as well as Porter’s five force model analysis has been encompassed in the report.
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Table of Contents
Detailed TOC of Customer Experience as a Service Market Development Strategy Pre and Post COVID-19, by Corporate Strategy Analysis, Landscape, Type, Application, and Leading Countries
1 Market Overview
1.1 Product Definition and Market Characteristics
1.2 Global Customer Experience as a Service Market Size
1.3 Market Segmentation
1.4 Global Macroeconomic Analysis
1.5 SWOT Analysis
2. Market Dynamics
2.1 Market Drivers
2.2 Market Constraints and Challenges
2.3 Emerging Market Trends
2.4 Impact of COVID-19
2.4.1 Short-term Impact
2.4.2 Long-term Impact
3 Associated Industry Assessment
3.1 Supply Chain Analysis
3.2 Industry Active Participants
3.2.1 Suppliers of Raw Materials
3.2.2 Key Distributors/Retailers
3.3 Alternative Analysis
3.4 The Impact of Covid-19 From the Perspective of Industry Chain
4 Market Competitive Landscape
4.1 Industry Leading Players
4.2 Industry News
4.2.1 Key Product Launch News
4.2.2 M and A and Expansion Plans
5 Analysis of Leading Companies
6 Market Analysis and Forecast, By Product Types
6.1 Global Customer Experience as a Service Market Sales, Revenue and Share by Types(2017-2022)
6.1.1 Global Customer Experience as a Service Market Sales and Share by Types(2017-2022)
6.1.2 Global Customer Experience as a Service Market Revenue and Share by Types (2017-2022)
6.1.3 Global Customer Experience as a Service Market Price by Types (2017-2022)
6.2 Global Market Forecast by Types (2017-2022)
6.2.1 Global Market Forecast Sales and Market Share by Types(2022-2029)
6.2.2 Global Customer Experience as a Service Market Forecast Revenue and Share by Types(2022-2029)
6.3 Global Sales, Price and Growth Rate by Types(2017-2022)
7 Market Analysis and Forecast, By Applications
7.1 Global Customer Experience as a Service Market Sales, Revenue and Share by Applications(2017-2022)
7.1.1 Global Customer Experience as a Service Market Sales and Share by Applications(2017-2022)
7.1.2 Global Customer Experience as a Service Market Revenue and Share by Applications(2017-2022)
8 Market Analysis and Forecast, By Regions
8.1 Global Customer Experience as a Service Market Sales by Regions(2017-2022)
8.2 Global Customer Experience as a Service Market Market Revenue by Regions(2017-2022)
8.3 Global Customer Experience as a Service Market Market Forecast by Regions(2022-2029)
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‘Contact centers specifically are at the heart of CX transformation … a big initiative for many of our customers,’ Charles Lamanna, Microsoft corporate vice president of business applications and platform, told CRN in an interview.
Microsoft executives say partners will play a critical role in the newly introduced Microsoft Digital Contact Center Platform offering, which combines technology from Teams, Azure and other portfolio products with newly acquired voice-to-text company Nuance.
Redmond, Wash.-based Microsoft introduced the offering during its Inspire partner event, which occurs from Tuesday to Wednesday online.
Unlike other tech conferences, which have returned in person or done a mix of live and online events, Microsoft held Inspire entirely online as the world continues to grapple with COVID-19.
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Phil Walker, CEO of Manhattan Beach, Calif.-based Microsoft partner Network Solutions Provider – a member of CRN’s 2022 Managed Service Provider (MSP) 500 – told CRN in an interview that a cloud-based contact center could appeal to his customers looking to Excellerate customer experience.
“Moving away from old school voice products will reduce the amount of spam and get a more laser-focused approach to telecommunications,” Walker said. “Microsoft may be making a huge splash with this product.”
Partners are “absolutely essential” to bridging the contact center platform to market, Charles Lamanna, Microsoft corporate vice president of business applications and platform, told CRN in an interview.
“Contact centers specifically are at the heart of CX transformation, or customer experience transformation, which is a big initiative for many of our customers,” Lamanna said. ‘And doing that is something that people look for a partner to help them with.”
Some of the earliest partners to work with Microsoft on the contact center platform, he said, include PwC and Accenture – No. 1 on CRN’s 2022 Solution Provider 500.
The platform –which pulls in technology from Teams, Nuance, Azure, Power Platform and Dynamics 365 – integrates with other contact center and customer relationship management software, including Genesys, HCL, Nice and TTEC.
Microsoft closed on its $19 billion acquisition of Nuance in March. Microsoft will also roll out training and certification for the new offering, Lamanna said.
The platform brings in artificial intelligence (AI) to power self-service and live customer engagements, collaborative experiences with live and virtual agents, business process automation, fraud prevention and advanced telephony, according to Microsoft.
Technology from Nuance improves the conversational AI, security and automation capabilities with the goal of resolving customers’ issues faster and with more personalized service. Contact centers can also offer targeted incentives to Excellerate customer loyalty and upsell opportunities for more revenue, according to Microsoft.
The platform uses AI and Microsoft’s Context IQ feature to anticipate customer requests and predict intent, according to Microsoft. Customers are protected with integrated biometric identification, authentication and fraud prevention. Users also receive customer journey analytics to Excellerate experiences.
Lamanna, who oversees Dynamics and Power Platform, said that partners have long been a key part of bringing business apps to customers.
“Dynamics has a very rich history of the partner channel being a major way that we bring products to market, and that‘s because so much of your business applications requires consulting around business process transformation and customization,” he said. “So it’s different from a completely off-the-shelf SaaS product, and that there‘s a lot of implementation and consultation that happens after you purchase it.”
The contact center platform should please smaller and midsize businesses as well, he said. Companies of all sizes need help talking to customers with more than just customer support over the phone.
“There are oodles of stats out there about how much of a struggle it is for so many companies to do a great job here,” he said. “And it‘s really existential for so many B2C (business-to-consumer) companies. If you don’t have great customer care, great customer support, you‘re not going to have a great brand and people aren’t going to have a great relationship with you.”
As for future updates to the contact center platform, Lamanna said to expect more integration among Dynamics, Teams and other business applications and the contact center as well as advancement in artificial intelligence for more customer experiences.
“That‘s going to have all kinds of great ramifications – cost reduction, customer and consumer experience improvements,” he said. “And most importantly, just making the agents feel like they spend their time on creative and engaging activities as opposed to lots of data entry and data copying. So that’s a big area of investment for us as well is AI and what it means for the contact center and customer engagement.”
Partners well-versed in Teams and Teams Phone might want to consider adding the contact center platform to their practice as the next step in using Teams to interact with customers, Pete Daderko, director of Microsoft Teams product marketing, told CRN in an interview.
With a quarter of a billion users, Teams has brought new customer service features to Microsoft users, Daderko said. He’s seen attach rates – a measure of the number of add-on services and products sold – of up to 40 percent with Teams Phones.
“You see this team customer service coming to bear where you‘re turning any Teams channel into a team-based call queue,” Daderko said. “So you can collaborate, share information before, during and after the call.”
Even outside of the contact center platform, partners still have a lot of opportunity for growth with Teams, Daderko said. Globally, less than 10 percent of meeting rooms are video enabled
“That’s a massive opportunity,” he said. “As bullish as we are on cloud calling, it’s still a much smaller segment than than the on-prem world as well. And so there is plenty of opportunity.”
Microsoft CEO Satya Nadella had hinted at an upcoming contact center service back in April during the company’s quarterly earnings call.
When updating analysts on Microsoft’s Nuance acquisition, Nadella said that “Nuance is a platform layer for these AI-driven applications that are getting deployed, whether it’s in health care or even in the enterprise contact center.”
“So we’re very excited about Nuance now being part of the Microsoft family,” he continued. “You will see us pretty aggressively go innovate there and grow the impact of these solutions in both, sort of the large percentages of our GDP, like health care, where I think things like tackling issues like physician burdens with new innovative solutions is much needed.”
In February, Zoom Video Communications unveiled its first homegrown cloud contact center offering coming off its abandoned acquisition of cloud contact center software provider Five9. The company included its contact center offering in its new Zoom Up Partner Program.
In May, Avaya announced the expansion of its contact center-as-a-service solutions and re-entering the networking arena.
Lorea Martinez- Perez
Pro Seminar in Education Leadership: SAT and Social Emotional Leadership
Lorea is a researcher and consultant, supporting schools to implement Social Emotional Learning (SEL) programs and practices, by teaching educators and administrators the principles of emotional intelligence. She is a faculty member of the Principals Academy at
Teachers College, Columbia University. Past and current clients include Aspire Public Schools, New Schools Venture Fund, Learning Policy Institute, Hispanic Information Telecommunications Network
(HITN), Facebook, Nearpod, LEEP Dual Language Academies, as well as a number of public, private and charter schools. Her favorite emotions are curiosity, courage and serenity.
Lorea approaches the implementation of SEL programs with the expertise of a practitioner and the rigor of a researcher. Her most accurate case study, conducted with the Learning Policy Institute (LPI), investigates how pre-service and in-service teacher training can support good teaching practices and SEL integration into the school day. Using Six Seconds assessment tools, Lorea has studied how principals’ emotional intelligence support their leadership effectiveness, and has partnered with school districts to develop the capacity of their leadership teams. Her doctoral dissertation received
highest honors from the Universitat Autònoma de Barcelona, and won the 2014 Graduate Student Award for Excellence in SEL Research from the American Association of Educational Research (AERA). A testimony of the impact SEL can have on students and teachers, her research identifies the conditions that make SEL implementation successful in schools. She is part of the leadership committee at AERA’s SEL Special Interest Group, currently serving as the Program Chair.
Lorea published her first book for teachers, the EQ Educator, in 2018, and she is currently working on a second book, Teaching with the HEART in Mind. She has published several peer-reviewed articles in the Journal of Character Education, the Journal of Advanced Developmental Psychology, the International Journal of Emotional Education, the Advances in SEL Research, the Manual de Orientación y Tutoría, and the well-known educational website Edutopia. She frequently blogs about how to incorporate SEL in teaching practices. Prior to her research and consulting work, Lorea was a special education teacher and administrator, serving students and adults in Spain, Nicaragua, Peru and California where she led several successful innovative initiatives. She developed the first Special Education Program for 8 charter schools in the San Francisco-Bay Area and created a training-of-trainers program to enable 500+ school data leaders to interpret student achievement results
to make instructional decisions.