Market Highlights
As per Market Research Future (MRFR)’s analysis, the global helpdesk automation market is expected to strike a CAGR of 33% during the forecast period 2017 to 2023. The market’s valuation has been projected to touch USD 11 Bn mark by the end of the assessment period. The report indicates that a shift is to be witnessed towards the automation of level 1 support across different industry verticals. It is prognosticated to drive the expansion of the market over the next couple of years.
The technology offers quick query solving process which has accelerated its adoption across industry verticals such as BFSI, healthcare, education, etc. This, in turn, is expected to expedite the growth of the global helpdesk automation market in the forthcoming years.
Market Key Trends & Challenges
The forces that are driving the helpdesk automation market’s valuation are rising demand for automated routine processes and helping in expansion. With this, many organizations are planning to a reduced level of one support, resulting in a reduction of support executive and swapping helpdesk automation. These actions are majorly happening as many new industries chain structure are coming up with helpdesk automation. These factors are moderately driving the market for helpdesk automation in a positive way.
At the same time, factors such as the widespread adoption of personal devices in workplaces are anticipated mainly to drive the market in the coming years. The study also encompassed that the technology, in today’s time, is offering quick query solving processes. Such a thing has accelerated its adoption across various industry verticals such as BFSI, healthcare, education, and more. Therefore, looking at this, it is expected that technology to boom the growth of the global helpdesk automation market in the forthcoming years at an extraordinary rate.
On the flip side, the factor of limited capabilities of small organizations to adopt the automation process has recorded to be one of the reasons for which the growth of the market is hindered.
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Segmentation:
The market for helpdesk automation, as per the study, has been segmented among the elements of software type, solution, end-users, and organization size.
In terms of software type: Web helpdesk software, open-source help desk, enterprise help desk software, and on-premise help desk software are the segments. As the software are an essential component in the helpdesk assistance, these are more important in the automation of helpdesk support. The software works and follows the algorithm, which helps in the sortation, assignment, reminder, and management of tickets that are being raised by the customer.
In terms of the solution: Alert management, ticket sortation, and ticket scheduling among others, are the segments.
In terms of end-users, this segment tends to have most of the applications of helpdesk automation as it includes IT, telecom, education, government, retail, automotive, healthcare, and BFSI. Out of which, the IT and telecom sectors are leading the market due to the high chances of a customer query for the company’s product or services. It is also due to the advancement in the information technology and higher demand by the large organizations to shift to automation. Even besides these, the government, retail, and healthcare sectors are witnessing a fast growth in the market, majorly owing to the consumerization of information technology and widespread adoption of personal devices in the workplace.
In terms of organization size: Small & medium-sized enterprises and large enterprises are the segments. Basically, in large enterprises, the need for level 1 support is high that offers an opportunity for the automation of helpdesk support. Among these, the large organizations are leading this segment as these possess the capability to adopt the new technology.
Regional Framework
The global helpdesk automation market, by region, has been segmented into North America, Europe, Asia Pacific, and the Rest of the World (RoW). North America is the largest regional market for helpdesk automation. The technological advancement of the region has facilitated early adoption of the technology. This, in turn, is projected to drive the expansion of the helpdesk automation market in the region.
Europe is anticipated to exhibit stability and is a mature market for helpdesk automation. It is Likely to exhibit steady but constant growth through the assessment period. Meanwhile, Asia Pacific is forecasted to witness the steepest rise in the growth curve. The primary factors responsible for the expansion of the market in the region include growing demand for consumer goods and large-scale penetration of internet. In addition, the introduction of advanced automation solutions coupled with digitization drives undertaken by the governments are likely to augment the helpdesk automation market in the region over the next few years.
Market Key Players
As per the study, the global helpdesk automation market enlists some of the prominent key players, and they are—CA Technologies (U.S.), BMC Software, Inc (U.S.), Landesk Software (U.S.), ServiceNow, Inc (U.S.), NTRglobal (Spain), FrontRange Solutions (U.S.), Sunrise Software Ltd (U.K.), Axios Systems (U.K.), HappyFox Inc (U.S.), Atlassian Corporation Plc. (Australia), Hewlett Packard Enterprise Company (U.S.), and to name a few.
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Global Helpdesk Automation Market, By Software (Web help desk, Open source help desk), Solution (Alert Management, Ticket Sortation), End User (IT, Telecommunication, Education, Government, Retail), Organization Size (Large, SME’s) Forecast till 2023.
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