About Digital Service Desk
The service desk is a single point of contact between customers and service providers. It is intended to be the primary point of contact between the users and the organization. A typical service desk manages service requests, communication services, handles customization of the services, etc. This gives it a pivotal role, integrating the business processes with broader service management infrastructure. The need for digital transformation is putting pressure on the service desks to provide more flexible and faster services and respond to the needs of organizations and the users as well. Digital desks would help companies to manage interactions to accelerate incident resolution while minimizing support costs and agent involvement.
Attributes | Details |
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Study Period | 2018-2028 |
Base Year | 2022 |
Unit | Value (USD Million) |
The global digital service desk market is consolidated in nature. The leading players in the market are focusing on the introduction of advanced services and solutions in order to strengthen their position and expand their customer base. Companies are profoundly investing in R&D operations and are focusing on providing customized services to their customers. Analyst at AMA Research estimates that India Players will contribute the maximum growth to Global Digital Service Desk market throughout the forecasted period. Established and emerging Players should take a closer view at their existing organizations and reinvent traditional business and operating models to adapt to the future.
FUJITSU Inc. (Japan), Tata Consultancy Services Limited (India), SLS Digital Desk (United States), BMC Software, Inc. (United States), Unisys (United States), Coforge (India), BDO Digital (United States), Bell Techlogix (United States), Infocare Digital System (India) and DXC Technology (United States) are some of the key players that are part of study coverage. Additionally, the Players which are also part of the research coverage are Konverso (France).
Segmentation Overview
AMA Research has segmented the market of Global Digital Service Desk market by , Application (Employee On-boarding, Data Access Management, Supplier/Partner On-Boarding and Off-Boarding, Infrastructure/Service Monitoring and Others) and Region.
On the basis of geography, the market of Digital Service Desk has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). Asia Pacific, North America region held largest market share in the year 2022. If we see Market by Enterprise Size, the sub-segment i.e. Large Enterprises will boost the Digital Service Desk market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by End-Use Industry, the sub-segment i.e. IT & telecom will boost the Digital Service Desk market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Sourcing Type, the sub-segment i.e. In-house will boost the Digital Service Desk market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Offering, the sub-segment i.e. Solutions (On-premise and Cloud-based) will boost the Digital Service Desk market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.
Market Growth Drivers:
Growing Need Of Companies to Reduce Cost Pressures, and Accelerate and Simplify Customer Interactions and Leverage Multi-Channel, Self-Help, and Automated Support Capabilities
Restraints:
High Cost of Service Packages
Opportunities:
Growing Number of Small and Medium Enterprises Globally and Government Initiatives for Development of the Enterprises
Market Leaders and their expansionary development strategies
In March 2023, Jaguar Land Rover is partnering with Tata Technologies, the global engineering, product development and digital services company, to accelerate the digital transformation of Jaguar Land Rover’s industrial strategy. The first phase will include UK core production facilities, with solutions subsequently deployed to other global locations.
In July 2023, Samsung has launched its Digital Service Center, a platform that provides personalized customer service for its products. Users can access the center through the support menu on Samsung's website or by visiting
Key Target Audience
Digital Service Desk Developers, IT Firms, Potential Investors, End-Use Industries and Others
About Approach
To evaluate and validate the market size various sources including primary and secondary analysis is utilized. AMA Research follows regulatory standards such as NAICS/SIC/ICB/TRCB, to have a better understanding of the market. The market study is conducted on basis of more than 200 companies dealing in the market regional as well as global areas with the purpose to understand the companies positioning regarding the market value, volume, and their market share for regional as well as global.
Further to bring relevance specific to any niche market we set and apply a number of criteria like Geographic Footprints, Regional Segments of Revenue, Operational Centres, etc. The next step is to finalize a team (In-House + Data Agencies) who then starts collecting C & D level executives and profiles, Industry experts, Opinion leaders, etc., and work towards appointment generation.
The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, the analyst team keeps preparing a set of questionnaires, and after getting the appointee list; the target audience is then tapped and segregated with various mediums and channels that are feasible for making connections that including email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey, etc.