The customer-engagement application market is projected to be among the fastest growing across industries between 2013 and 2018, according to “Enterprise Application Software Market Forecasts,” from analyst firm Ovum. This trend is corroborated by Ovum's “ICT Enterprise Insights” report, which found growth was the top priority, followed by greater customer focus, compliance, cost reduction, and innovation, across a global population of 6,698 enterprises.

Sales of e-commerce and customer relationship management applications are forecasted to increase by a compound annual growth rate (CAGR) of 10 percent in that period, Ovum said, and enterprise applications that support innovation, such as product lifecycle management (PLM) and innovation management platforms, are forecasted to grow 8 percent CAGR over the same period.

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