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Customer Engagement Solutions Market to Grow by USD 16.31 Billion from 2024-2028, Driven by Rising E-commerce Adoption and AI Impact on Market Trends – Technavio

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NEW YORK, Nov. 7, 2024 /PRNewswire/ — Report on how AI is redefining market landscape – The global customer engagement solutions market size is estimated to grow by USD 16.31 billion from 2024-2028, according to Technavio. The market is estimated to grow at a CAGR of 13.1%  during the forecast period. Increasing adoption of e-commerce business models is driving market growth, with a trend towards growing demand for social interaction. However, data security concerns regarding customer engagement solutions poses a challenge.Key market players include Accenture Plc, Avaya LLC, Calabrio Inc., Crmnext, eGain Corp., Enghouse Systems Ltd., Freshworks Inc., Genesys Telecommunications Laboratories Inc., IFS World Operations AB, International Business Machines Corp., Microsoft Corp., NICE Ltd., Open Text Corp., Oracle Corp., Pegasystems Inc., Pitney Bowes Inc., Salesforce Inc., SAP SE, ServiceNow Inc., and Verint Systems Inc..

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Forecast period

2024-2028

Base Year

2023

Historic Data

2018 – 2022

Segment Covered

Component (Solutions and Services), Deployment (Cloud and On-premises), and Geography (North America, Europe, APAC, Middle East and Africa, and South America)

Region Covered

North America, Europe, APAC, Middle East and Africa, and South America

Key companies profiled

Accenture Plc, Avaya LLC, Calabrio Inc., Crmnext, eGain Corp., Enghouse Systems Ltd., Freshworks Inc., Genesys Telecommunications Laboratories Inc., IFS World Operations AB, International Business Machines Corp., Microsoft Corp., NICE Ltd., Open Text Corp., Oracle Corp., Pegasystems Inc., Pitney Bowes Inc., Salesforce Inc., SAP SE, ServiceNow Inc., and Verint Systems Inc.

Key Market Trends Fueling Growth

The integration of social media services with customer engagement solutions is a growing trend in the market. This approach allows companies to analyze social communications in real time and identify potential buyers through social customer prediction. By separating prospective buyers from non-potential ones using keyword analysis and predictive algorithms, businesses can effectively engage potential buyers and convert them through social customer conversation. This real-time analysis of social data is becoming increasingly important in the customer engagement solutions market and will significantly impact marketing strategies during the forecast period. 

The Customer Engagement Solutions market is currently experiencing significant growth, with a focus on Artificial Intelligence and chatbots for enhancing customer experiences. Inventory management, customer service, and marketing are key areas where businesses are investing in these technologies. Leading solutions include those that provide personalized experiences, such as product recommendations and proactive customer support. Additionally, self-service platforms and social media integration are becoming essential components of effective customer engagement strategies. Companies are also exploring the use of voice assistants and search functionality to streamline interactions and improve overall customer satisfaction. 

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Market Challenges

SaaS customer engagement solutions offer numerous benefits to enterprises, including low upfront costs, flexibility, and ease of use. However, these solutions come with security and privacy concerns. Cyberattacks, such as ransomware, target both SMEs and large enterprises, leading to revenue losses and disrupted business operations. Hackers exploit the Internet-based access and data transactions across multiple locations and third-party entities, raising doubts about SaaS security. Data breaches can significantly impact market growth during the forecast period. Enterprises must invest IT security infrastructure to mitigate these risks.In today’s business landscape, effective customer engagement is crucial for success. However, implementing customer engagement solutions comes with challenges. Digitizing customer interactions can be complex, especially when dealing with various platforms and technologies. Payments can also be a challenge, as converting sales into transactions requires seamless integration. Customers expect personalized experiences, which can be difficult to deliver at scale. Additionally, data collection and analysis are essential for improving engagement, but ensuring data security and privacy is a significant concern. Brands must address these challenges to provide excellent customer experiences and build long-term relationships. Solutions such as chatbots, CRM systems, and marketing automation tools can help streamline processes and enhance engagement. However, selecting the right technology and implementing it effectively requires careful planning and execution.

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Segment Overview 

This customer engagement solutions market report extensively covers market segmentation by

Component 1.1 Solutions1.2 ServicesDeployment 2.1 Cloud2.2 On-premisesGeography 3.1 North America3.2 Europe3.3 APAC3.4 Middle East and Africa3.5 South America

1.1 Solutions-  Businesses offer superior customer experiences through interactive, data-driven solutions. These engagement solutions, which include live chat tools and advanced analytics, enable personalized communications across channels. Integration of analytics significantly contributes to the growth of the global customer engagement solutions market. By delivering tailored experiences and predictive intelligence, businesses make informed decisions, boosting Net Promoter Scores.

Download complimentary Sample Report to gain insights into AI’s impact on market dynamics, emerging trends, and future opportunities- including forecast (2024-2028) and historic data (2018 – 2022) 

Research Analysis

The Customer Engagement Solutions Market encompasses a range of self-service applications and platforms, including social media and web chat, designed to streamline grievances handling and enhance consumer satisfaction. These solutions leverage automation to manage call volumes and improve workforce efficiency, thereby increasing adoption and profitability for businesses. Brands prioritize these channels in daily life, recognizing their importance for marketing and customer retention rates. Consumer satisfaction is a key priority, driving the continued growth and innovation of this market. Products and mobile devices play a crucial role in facilitating seamless engagement between businesses and their customers.

Market Research Overview

The Customer Engagement Solutions market encompasses a range of technologies and services designed to enhance interactions between businesses and their customers. These solutions leverage artificial intelligence, analytics, and automation to deliver personalized experiences, improve customer satisfaction, and drive business growth. Key features include chatbots, social media management, email marketing, and voice assistants. Companies in various sectors, from retail to healthcare, are increasingly adopting these solutions to streamline customer interactions, reduce response times, and gain valuable insights. The market is expected to grow significantly due to the increasing demand for seamless and efficient customer engagement.

Table of Contents:

1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Historic Market Size
5 Five Forces Analysis
6 Market Segmentation

ComponentSolutionsServicesDeploymentCloudOn-premisesGeographyNorth AmericaEuropeAPACMiddle East And AfricaSouth America

7 Customer Landscape
8 Geographic Landscape
9 Drivers, Challenges, and Trends
10 Company Landscape
11 Company Analysis
12 Appendix

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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SOURCE Technavio

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XLCS Partners advises Concurrent Utility Services on sale to UniTek Global Services

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July 23, 2026

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NASHVILLE, Tenn., July 23, 2026 /PRNewswire/ — XLCS Partners, Inc., a leading middle market investment bank, is pleased to announce that it served as exclusive M&A advisor to Concurrent Utility Services LLC on its acquisition by UniTek Global Services, Inc., a portfolio company of New Mountain Finance Corporation (Nasdaq: NMFC) and its affiliates, and BTG Pactual Strategic Capital.

Headquartered in Miami, Florida, Concurrent is a licensed general and electrical contractor providing infrastructure development and maintenance services to electric utilities, telecom providers, and land developers throughout the Southeast United States. The company’s capabilities span overhead and underground utility construction, professional telecom services, emergency service restoration, in-building networks, environmental services, and data center development. Backed by a safety-first culture and an experienced workforce, Concurrent has built a strong regional platform and a reputation for quality across the markets it serves.

UniTek is a leading digital infrastructure services provider supporting the expansion of fiber and data center connectivity across the U.S. and Canada. With over 600 employees and 60 locations, UniTek delivers a full suite of infrastructure services. The acquisition of Concurrent accelerates UniTek’s Power Services Division, which launched in July 2025 to broaden the company’s maintenance, repair, upgrade, and new infrastructure development services for the power sector. Concurrent’s established Southeast footprint and power capabilities directly complement UniTek’s existing broadband and data center infrastructure platform, positioning the combined company to capitalize on growing demand for resilient, modernized power infrastructure. Concurrent will continue to operate under its established brand, maintaining uninterrupted service for its customers.

“Selling Concurrent was one of the biggest decisions of my career, and Anthony, Jay, and the XLCS team guided us through every step with professionalism and genuine care for our people,” said Steve Sarno, CEO of Concurrent. “They stayed fully engaged throughout, gave us honest and thoughtful advice, kept our best interests front and center, and delivered an outcome that exceeded our expectations. I would recommend them without hesitation to any owner considering a transaction.”

XLCS acted as the exclusive M&A advisor to Concurrent, and the transaction was led by Anthony Contaldo, Partner, and Jay Cremer, Vice President. The transaction was completed on July 1, 2026.

About XLCS Partners, Inc.

XLCS Partners is a leading global investment banking firm providing M&A advisory services. Visit www.xlcspartners.com for more information.

Media Contact: 
Kendra Span 
kspan@xlcspartners.com
615-379-7783

View original content to download multimedia:https://www.prnewswire.com/news-releases/xlcs-partners-advises-concurrent-utility-services-on-sale-to-unitek-global-services-302833542.html

SOURCE XLCS Partners, Inc.

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XLCS Partners advises Concurrent Utility Services on sale to UniTek Global Services

Published

4 minutes ago

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July 23, 2026

By

NASHVILLE, Tenn., July 23, 2026 /PRNewswire/ — XLCS Partners, Inc., a leading middle market investment bank, is pleased to announce that it served as exclusive M&A advisor to Concurrent Utility Services LLC on its acquisition by UniTek Global Services, Inc., a portfolio company of New Mountain Finance Corporation (Nasdaq: NMFC) and its affiliates, and BTG Pactual Strategic Capital.

Headquartered in Miami, Florida, Concurrent is a licensed general and electrical contractor providing infrastructure development and maintenance services to electric utilities, telecom providers, and land developers throughout the Southeast United States. The company’s capabilities span overhead and underground utility construction, professional telecom services, emergency service restoration, in-building networks, environmental services, and data center development. Backed by a safety-first culture and an experienced workforce, Concurrent has built a strong regional platform and a reputation for quality across the markets it serves.

UniTek is a leading digital infrastructure services provider supporting the expansion of fiber and data center connectivity across the U.S. and Canada. With over 600 employees and 60 locations, UniTek delivers a full suite of infrastructure services. The acquisition of Concurrent accelerates UniTek’s Power Services Division, which launched in July 2025 to broaden the company’s maintenance, repair, upgrade, and new infrastructure development services for the power sector. Concurrent’s established Southeast footprint and power capabilities directly complement UniTek’s existing broadband and data center infrastructure platform, positioning the combined company to capitalize on growing demand for resilient, modernized power infrastructure. Concurrent will continue to operate under its established brand, maintaining uninterrupted service for its customers.

“Selling Concurrent was one of the biggest decisions of my career, and Anthony, Jay, and the XLCS team guided us through every step with professionalism and genuine care for our people,” said Steve Sarno, CEO of Concurrent. “They stayed fully engaged throughout, gave us honest and thoughtful advice, kept our best interests front and center, and delivered an outcome that exceeded our expectations. I would recommend them without hesitation to any owner considering a transaction.”

XLCS acted as the exclusive M&A advisor to Concurrent, and the transaction was led by Anthony Contaldo, Partner, and Jay Cremer, Vice President. The transaction was completed on July 1, 2026.

About XLCS Partners, Inc.

XLCS Partners is a leading global investment banking firm providing M&A advisory services. Visit www.xlcspartners.com for more information.

Media Contact: 
Kendra Span 
kspan@xlcspartners.com
615-379-7783

View original content to download multimedia:https://www.prnewswire.com/news-releases/xlcs-partners-advises-concurrent-utility-services-on-sale-to-unitek-global-services-302833542.html

SOURCE XLCS Partners, Inc.

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Fathom Applauds Introduction of the FRONTIER Act, the First Federal Blueprint for Independent AI Verification

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4 minutes ago

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July 23, 2026

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Reps. Lori Trahan (D-MA-03) and Jay Obernolte (R-CA-23) introduce a bill to build a competitive marketplace of independent verifiers for frontier AI models.

WASHINGTON, July 23, 2026 /PRNewswire/ — Fathom welcomes the introduction of the FRONTIER Act, the most complete federal framework yet for independent, third-party verification of frontier AI. The legislation is built to earn public trust as AI technology continues to accelerate. As frontier systems begin to take autonomous action in the world, the gap between what these models can do and our ability to keep them in check is widening. FRONTIER is the starting point to close that gap.

“AI governance keeps running into the same wall. The technology is hard to measure and it moves faster than any law can keep up with,” said Andrew Freedman, Co-Founder and CEO of Fathom. “Trying to write the perfect rules and freezing them in place won’t work. What will work is a competitive market of independent verifiers who are accountable for real-world outcomes and who the government can actually count on. The FRONTIER Act shows we can move fast and still get this right.”

The bill gets the fundamentals correct. It sets one public standard – the adequate mitigation of catastrophic risk – and holds both the AI companies and their independent verifiers accountable to it. FRONTIER does not freeze a single testing method into statute. Instead, it licenses competing verification organizations, allows them to sharpen their methods, and gives the government the power to revoke a license when a verifier’s work does not hold up in the field. That is how you build a system that keeps pace with the science instead of falling behind it.

Fathom thanks Reps. Trahan and Obernolte for their leadership, and for their courage in releasing a discussion draft, inviting scrutiny, and incorporating substantive improvements from across the field. One priority improvement as the bill advances: giving the government a fuller range of tools to act upstream – for pushing companies to close identified gaps in risk mitigation early, rather than only once a catastrophe is imminent. We are committed to working with these sponsors, committees of jurisdiction, and Congressional leadership to continue refining the bill in the weeks and months ahead.

About Fathom
Fathom is an independent nonprofit whose mission is to build a governance architecture that helps society navigate the transition to a world with AI by fostering trust, safety, and innovation. Fathom has developed and championed the independent verification model for AI and works with policymakers across the country to put it into practice. Learn more at http://fathom.org.

View original content to download multimedia:https://www.prnewswire.com/news-releases/fathom-applauds-introduction-of-the-frontier-act-the-first-federal-blueprint-for-independent-ai-verification-302833546.html

SOURCE Fathom AI Inc.

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