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.
The need of companies to reduce cost pressures, and accelerate and simplify customer interactions and leverage multi-channel, self-help, and automated support capabilities is driving the global digital desk services market. Furthermore, growing number of small and medium enterprises globally is another factor propelling the global digital desk services market growth with Government initiatives for development of the enterprises are ultimately driving the market growth.
The global digital desk services market can be segmented based on component, application, sourcing type, enterprise size, end - use industry, and region. In terms of component, the market can be classified into solutions and services. Solutions segment is further bifurcated into on-premise and cloud. Services segment is divided into installation, implementation & integration, consulting, and maintenance services. In terms of applications, the global digital service desk market can be segmented into employee on-boarding, data access management, supplier/partner on-boarding and off-boarding, infrastructure/service monitoring and others. In terms of sourcing type, the digital desk services market is bifurcated into in – house and outsourced. Outsourced digital desk services segment is estimated to have a larger share over the forecast period as this approach helps companies to cut down their expenses and manage their core business better. Based on enterprise size, the digital desk services market can be segmented into large size enterprises and small and middle size enterprises (SME’s). By end – use industry, the global digital desk services market is segmented into IT & telecom, hospitality, healthcare manufacturing, retail, and others.
In terms of region, the global digital desk services market can be segmented into North America, South America, Europe, Asia Pacific, and Middle East & Africa. North America is projected to account for the largest share of the global digital desk services market during the forecast period, followed by Europe. Canada and the U.S. are the major markets for digital desk services in North America. Growth of the market in the region is attributed to increase in adoption of technologically advanced solutions and services in the U.S. and Canada. Increasing expansion of key players in Europe drives the digital desk services market in the region. The market in Asia Pacific is expected to grow at a rapid pace during the forecast period. Countries such as Japan, South Korea, India, Malaysia, Australia, China, and Singapore are the major markets for digital desk services in the region. This is primarily due to initiatives taken by governments of these countries to support the infrastructure development and its maintenance.
The market is in its nascent stage and companies are profoundly investing in developing innovative technologies and in R&D operations to analyst the customer needs. Key players operating in the global digital desk services market include FUJITSU, Tata Consultancy Services Limited, SLS Digital Desk, BMC Software, Inc., and Unisys.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.
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