As IT environment increasingly adopt new solutions to enable cloud, mobile, and analytics initiatives, enterprises will continue to depend on the IT organizations to support business critical processes for demanding internal and external users. The demand for helpdesk automation solutions is increasing rapidly due to the growing demand for automated routine processes to enhance the customer experience.
The advanced helpdesk automation tools and applications are helping IT organizations in streamline operations and in improving the efficiency of IT service delivery. Furthermore, the demand for helpdesk automation solutions is increasing due to the expanded automated remote support functionality. Helpdesk automation tools are helping IT staff to easily monitor and manage day-to-day operations and more quickly resolve problems when they occur, thus, due to this factor, the demand for helpdesk automation is increasing rapidly in today’s digital world.
Helpdesk automation is an automated customer support solution for resolving the customer and internal queries and issues related to the product or service. The widespread adoption of personal devices in the workplace is one of the major factors driving the growth of the helpdesk automation market. Also, increasing complexities in the modern enterprises is creating potential growth opportunities for helpdesk automation market. Moreover, the continuous demand for new technologies for effective and efficient helpdesk services is also one of the major factors driving the growth of the market.
Global Helpdesk Automation Market: Drivers and Challenges
Drivers
The shift towards the artificial intelligence and machine learning technologies are the primary factors driving the growth of the helpdesk automation market. Also, the growing trend of BYOD (Bring-Your-Own-Device) is also driving the growth of the helpdesk automation market. Moreover, the technological advancements in IT sector and the use of cloud-based solutions are expected to drive the growth of the helpdesk automation market. Moreover, the growth of smartphone and tablet market is enthralling many organization to adopt helpdesk automation to identify immediate needs in digital customer experience.
Apart from this, the rapid demand for helpdesk automation solutions from IT and e-commerce organizations to quickly resolve issues and problems in order to provide higher level of business user satisfaction at reduced cost is one of the significant factors driving the growth of the helpdesk automation market.
Challenges
The continuous change in the IT support technologies is one of the major factors which hampers the growth of the helpdesk automation market. Moreover, reluctance of small enterprises in the adoption of helpdesk automation solutions due to budget limitations is the one of the major factors which hinders the growth of the helpdesk automation market. Furthermore, less development in technology base, and less spending on research & development by various countries in Latin America and Middle East & Africa are the major challenges for the growth of the helpdesk automation market.
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Global Helpdesk Automation Market: Segmentation
Segmentation of the Helpdesk Automation Market on the Basis of Deployment:
- Cloud Hosted
- On-premise
Segmentation of the Helpdesk Automation Market on the Basis of Organization Type:
- Large Enterprises
- Small and Medium Enterprises
Segmentation of the Helpdesk Automation Market on the Basis of Type:
- Incident Management Systems
- Knowledge-based Systems
- Self-service Reset Password
- Others
Segmentation of the Helpdesk Automation Market on the Basis of Vertical:
- Banking, Financial Services, and Insurance (BFSI)
- Retail
- IT & Telecommunication
- Medical & Healthcare
- Manufacturing
- Government and Public Sector
- Others
Global Helpdesk Automation Market: Regional Overview
On the basis of geography, North America is expected to be a large market for helpdesk automation due to the early adoption of digital technologies and presence of various key players in the region. The demand for helpdesk automation in APAC and Europe is expected to grow rapidly in the coming few years due to the increasing adoption of cloud and mobile technologies by various small- and medium-sized companies and the rising trend of BYOD (Bring-Your-Own-Device) in various countries of the region such as Japan, Germany, China, the U.K., and India.
The Helpdesk Automation markets in Latin America and the MEA are also expected to witness high growth in the coming period due to the rise in digital technologies and increasing adoption of smart phones and tablets in the region.
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Global Helpdesk Automation Market: Competition Landscape
Key Players
The prominent players in the global Helpdesk Automation market are :
- Microsoft Corporation,
- NetIQ,
- BMC Software, Inc.,
- CA Technologies,
- Hewlett Packard Enterprises,
- Atlassian Corporation Plc.
- ServiceNow, Inc.,
- Axios Systems,
- Cherwell Software
The report covers exhaustive analysis on:
- Global Helpdesk Automation Market Segments
- Global Helpdesk Automation Market Dynamics
- Historical Actual Market Size, 2013 – 2017
- Global Helpdesk Automation Market Size & Forecast 2018 to 2028
- Supply & Demand Value Chain for Helpdesk Automation Market
- Global Helpdesk Automation Market Current Trends/Issues/Challenges
- Competition & Companies involved in Helpdesk Automation Market
- Helpdesk Automation Market Solutions Technology
- Value Chain of Helpdesk Automation Market
- Global Helpdesk Automation Market Drivers and Restraints
Regional analysis for Global Helpdesk Automation Market includes
- North America Helpdesk Automation Market
- US
- Canada
- Latin America Helpdesk Automation Market
- Argentina
- Mexico
- Brazil
- Rest of Latin America
- Western Europe Helpdesk Automation Market
- Germany
- France
- U.K.
- Spain
- Italy
- Nordic
- Benelux
- Rest of Western Europe
- Eastern Europe Helpdesk Automation Market
- Poland
- Russia
- SEA & Others of APAC Helpdesk Automation Market
- Australia and New Zealand (A&NZ)
- India
- ASEAN
- Rest of SEA & Others of APAC
- Japan Helpdesk Automation Market
- China Helpdesk Automation Market
- Middle East and Africa Helpdesk Automation Market
- GCC Countries
- North Africa
- South Africa
- Rest of MEA
The report is a compilation of first-hand information, qualitative and quantitative assessment by industry analysts, inputs from industry experts and industry participants across the value chain. The report provides in-depth analysis of parent market trends, macro-economic indicators and governing factors along with market attractiveness as per segments. The report also maps the qualitative impact of various market factors on market segments and geographies.
Report Highlights:
- Detailed overview of parent market
- Changing market dynamics of the industry
- In-depth market segmentation
- Historical, current and projected market size in terms of volume and value
- Recent industry trends and developments
- Competitive landscape
- Strategies of key players and product offerings
- Potential and niche segments/regions exhibiting promising growth
- A neutral perspective towards market performance
- Must-have information for market players to sustain and enhance their market footprint