The Global Queue Management System Market size is expected to reach $1.2 billion by 2031, rising at a market growth of 6.3% CAGR during the forecast period.
Reporting & analytics tools allow businesses to monitor the performance of queue management systems and identify areas for improvement. Thus, the Reporting & analytics segment acquired $122.7 million in 2023. By tracking key performance indicators (KPIs) like average wait times, service levels, and customer satisfaction scores, businesses can identify opportunities to streamline operations, allocate resources more effectively, and enhance overall service performance.
QMS solutions optimize workflow by efficiently managing customer queues, directing employees to the next task, and minimizing downtime between interactions. By streamlining workflow, QMS solutions help employees work more efficiently and productively, contributing to overall operational excellence. Therefore, the market is expanding significantly due to employee productivity and satisfaction.
Additionally, Urbanization often leads to overcrowding in public spaces, transit hubs, and commercial establishments. QMS helps minimize service bottlenecks by evenly distributing customers across service points, reducing wait times, and improving service delivery. Thus, because of the rising urbanization and population growth, the market is anticipated to increase significantly.
However, the high initial investment costs may cause hesitation among businesses considering adopting QMS solutions. Decision-makers may postpone or delay investment decisions, seeking to justify the expenditure or waiting for more favorable economic conditions. Thus, high initial investment costs can slow down the growth of the market.
Reporting & analytics tools allow businesses to monitor the performance of queue management systems and identify areas for improvement. Thus, the Reporting & analytics segment acquired $122.7 million in 2023. By tracking key performance indicators (KPIs) like average wait times, service levels, and customer satisfaction scores, businesses can identify opportunities to streamline operations, allocate resources more effectively, and enhance overall service performance.
QMS solutions optimize workflow by efficiently managing customer queues, directing employees to the next task, and minimizing downtime between interactions. By streamlining workflow, QMS solutions help employees work more efficiently and productively, contributing to overall operational excellence. Therefore, the market is expanding significantly due to employee productivity and satisfaction.
Additionally, Urbanization often leads to overcrowding in public spaces, transit hubs, and commercial establishments. QMS helps minimize service bottlenecks by evenly distributing customers across service points, reducing wait times, and improving service delivery. Thus, because of the rising urbanization and population growth, the market is anticipated to increase significantly.
However, the high initial investment costs may cause hesitation among businesses considering adopting QMS solutions. Decision-makers may postpone or delay investment decisions, seeking to justify the expenditure or waiting for more favorable economic conditions. Thus, high initial investment costs can slow down the growth of the market.
Mode Analysis
On the basis of mode, the market is divided into virtual queuing and non-virtual queuing. In 2023, the virtual queuing segment led the market by generating a 74.2% revenue share. Virtual queuing allows customers to join a queue remotely using their mobile devices or online platforms without physically waiting in line.Application Analysis
On the basis of application, the market is divided into reporting & analytics, real-time monitoring, appointment management, customer service, query handling, in-store management, and others. The appointment management segment covered a considerable 13% revenue share in the market in 2023. Appointment management allows customers to schedule their visits or appointments in advance, reducing wait times and providing a more convenient and personalized experience.Enterprise Size Analysis
Based on enterprise size, the market is categorized into large enterprises and SMEs. In 2023, the large enterprises segment witnessed a 70% revenue share in the market. Large enterprises prioritize delivering exceptional customer experiences to maintain customer satisfaction and loyalty.Deployment Model Analysis
Based on deployment model, the market is classified into on-premise and cloud. The cloud segment recorded a remarkable 42% revenue share in the market in 2023. The service provider automatically updates and maintains cloud-based queue management systems, ensuring that businesses can always access the latest features, security patches, and performance enhancements.Offering Analysis
By offering, the market is bifurcated into hardware, software, and services. In 2023, the hardware segment held the highest 42.1% revenue share in the market. The hardware segment is witnessing continuous technological advancements, leading to the development of more advanced and sophisticated hardware solutions for queue management.Queue Type Analysis
By queue type, the market is classified into structured queue, unstructured queue, kiosk queue, and mobile queue. The unstructured queue segment acquired a substantial 28% revenue share in the market in 2023. Unstructured queues often occupy valuable space within a business premises, leading to congestion and inefficiency.
By Vertical Analysis
By vertical, the market is fragmented into BFSI, retail, healthcare & lifesciences, government & public sector, education, IT &telecom, travel & hospitality, energy & utilities, and others. In 2023, the BFSI segment registered 25% revenue share in the market. The BFSI segment is highly competitive, and customer experience is a critical differentiator.By Regional Analysis
Region-wise, the market is analysed across North America, Europe, Asia Pacific, and LAMEA. In 2023, the North America region led the market by generating the highest 39% revenue share. North American businesses are constantly seeking ways to improve operational efficiency and productivity.Recent Strategies Deployed in the Market
- Sep-2023: Advantech Co., Ltd. partnered with IOTech, a software company specializing in edge computing solutions. Through this partnership, Advantech would offer advanced edge data processing solutions for smart manufacturing and industrial automation. Additionally, Advantech would also allow a new range of Unified edge hardware and software solutions for manufacturers to Digitize data exchanges between equipment and control systems.
- Jul-2023: JRNI introduced AI-powered automation. This new AI-powered automation would use Artificial Intelligence (AI) to proactively recognize and communicate with consumers while automating event management and meeting booking workflows. Additionally, JRNI would also unveil Natural Language Processing to automate cooperation and communication around customer scheduling requests.
- Jun-2023: Advantech Co., Ltd. unveiled IoTMart International, an inventive cross-border digital commerce platform. IoTMart would meet the multiple needs of various customer groups with the focus on small and medium-sized customers. Additionally, the IoTMart platform would eradicate minimum purchase quantities, preserve stock availability, and ease faster delivery.
- May-2023: JRNI partnered with Emplifi, an American private company that develops and markets customer experience systems. Through this partnership, JRNI would allow retail brands to serve a seamless one-to-one live shopping experience. In addition to this JRNI would also integrate its Appointment Scheduling functionality into the Live Advisor solution of Emplifi to enable brands to engage in personalized shopping with their customers based on hyper-personalized scheduling considerations and customer desires preferences.
- May-2023: JRNI launched the Intelligent Customer Engagement Platform, a solution to integrate best-in-class applications for Event Management, Appointment Scheduling, and Queuing/Lobby Management. The new Intelligent Customer Engagement Platform would operate significantly increased 'top of funnel' prospect activities, ensure higher conversion rates, and facilitate their progress towards more transactions.
List of Key Companies Profiled
- Advantech Co., Ltd.
- JRNI
- AKIS Technologies
- Aurionpro Solutions Limited
- Awebstar Technologies Pte Ltd
- Lavi Industries
- QLess, Inc. (Palisades Growth Capital)
- Qminder Limited
- MaliaTec (Malia Group)
- Q-MATIC Group AB
Market Report Segmentation
By Mode- Virtual Queuing
- Non-Virtual Queuing
- Customer Service
- Reporting & Analytics
- Appointment Management
- Query Handling
- Real-Time Monitoring
- In-Store Management
- Others
- Large Enterprises
- SMEs
- On-Premise
- Cloud
- Hardware
- Software
- Services
- Structured Queue
- Unstructured Queue
- Kiosk Queue
- Mobile Queue
- BFSI
- Government & Public Sector
- Energy & Utilities
- Healthcare & Lifesciences
- Travel & Hospitality
- Education
- Retail
- IT & Telecom
- Others
- North America
- US
- Canada
- Mexico
- Rest of North America
- Europe
- Germany
- UK
- France
- Russia
- Spain
- Italy
- Rest of Europe
- Asia Pacific
- China
- Japan
- India
- South Korea
- Singapore
- Malaysia
- Rest of Asia Pacific
- LAMEA
- Brazil
- Argentina
- UAE
- Saudi Arabia
- South Africa
- Nigeria
- Rest of LAMEA
Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market at a Glance
Chapter 3. Market Overview
Chapter 5. Global Queue Management System Market by Mode
Chapter 6. Global Queue Management System Market by Application
Chapter 7. Global Queue Management System Market by Enterprise Size
Chapter 8. Global Queue Management System Market by Deployment Model
Chapter 9. Global Queue Management System Market by Offering
Chapter 10. Global Queue Management System Market by Queue Type
Chapter 11. Global Queue Management System Market by Vertical
Chapter 12. Global Queue Management System Market by Region
Chapter 13. Company Profiles
Companies Mentioned
- Advantech Co., Ltd.
- JRNI
- AKIS Technologies
- Aurionpro Solutions Limited
- Awebstar Technologies Pte Ltd
- Lavi Industries
- QLess, Inc. (Palisades Growth Capital)
- Qminder Limited
- MaliaTec (Malia Group)
- Q-MATIC Group AB
Methodology
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