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Report
Customer Engagement Solutions Market by Component (Solutions and Services), Deployment Type (Cloud and On-premises), Organization Size, Vertical (BFSI, Telecom & IT, and Retail & Consumer Goods) and Region - Global Forecast to 2027
Market report I 2022-05-13 I 302 Pages I MarketsandMarkets
The global Customer engagement solutions market size is expected to grow from USD 19.3 billion in 2022 to USD 32.2 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 10.8% during the forecast period. Customer engagement solutions are helping companies widen their customer base, reduce customer churn rate, and increase customer retention. Thus, the increasing adoption of customer engagement solutions, owing to their benefits, is one of the most significant factors expected to drive the growth of the customer engagement solutions market across the globe during the forecast period.
In a short time, the COVID-19 outbreak has affected markets and customer behaviors and substantially impacted economies and societies. Healthcare, telecommunication, media and entertainment, utilities, and government verticals function day and night to stabilize conditions and facilitate prerequisite services to every individual. The telecom sector, in particular, is playing a vital role across the globe to support the digital infrastructure of countries amid the COVID-19 pandemic.
According to Fujitsus Global Digital Transformation Survey, offline organizations were damaged more, while online organizations witnessed growth in online demand and an increase in revenue. 69% of the business leaders from online organizations have indicated that they witnessed an increase in their business revenue in 2020. In contrast, 53% of offline organizations saw a drop in revenues.
The Analytics and reporting solution segment to have a higher CAGR during the forecast period
Customer engagement analytics solutions offered by enterprises allow businesses to gain in-depth insights into customer activities, which would help enhance customer loyalty and increase sales. It allows organizations to use artificial intelligence in the response to customers and help organizations offer personalized solutions. IBM (US), Microsoft (US), Salesforce (US), and Zendesk (US) are among the leading providers of analytics and reporting solutions.
The Large enterprises segment is estimated to account for larger market size during the forecast period
Retailers Large enterprises are adopting new strategic approaches for customer engagement to stand out in a competitive environment. The brands are choosing AI-powered chatbots, which are the increasingly emerging tools for enterprises looking to offer personalized, day-and-night, self-service support to customers.
Among regions, APAC to hold higher CAGR during the forecast period
The growth of the Customer engagement solutions market in APAC is highly driven by the rapid digitalization of enterprises across the region. Enterprises across APAC are working effortlessly on taking up digital transformation, majorly for streamlining their operations and improving the customer experience. Indicating that spending on software is also expected to grow to keep with up with rising customer demands in terms of online accessibility of services from enterprises. Hence, this rapid investment in technologies and providing online services to the customer is expected to drive the growth of the Customer engagement solutions market in APAC.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the Customer engagement solutions market.
? By Company: Tier I: 18%, Tier II: 9%, and Tier III: 73%
? By Designation: C-Level Executives: 9%, Directors: 18%, and others: 73%
? By Region: North America: 55%, Europe: 9%, APAC: 36%
The report includes the study of key players offering Customer engagement solutions solutions and services. It profiles major vendors in the global Customer engagement solutions market. The major vendors in the global Customer engagement solutions market include Avaya (US), IBM (US), Microsoft (US), NICE Systems (Israel), Oracle (US), Salesforce (US), SAP (Germany), Zendesk (US), Pegasystems (US), ServiceNow (US), Open Text (Canada), Precisely (US), Verint Systems (US), eGain Corporation (US), Enghouse Systems (US), Alvaria (US), Genesys (US), Freshworks (California), IFS-mplsystems (Sweden), Calabrio (US), Khoros (US), Creatio (US), CRMNEXT (California), SugarCRM (Canada), WebEngage (India), Upshot (Texas), MoEngage (US), ChurnZero (US), and Sentimeter (US).
Research Coverage
The market study covers the Customer engagement solutions market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, deployment mode, organization size, verticals and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall Customer engagement solutions market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
1 INTRODUCTION 29
1.1 STUDY OBJECTIVES 29
1.2 MARKET DEFINITION 29
1.3 STUDY SCOPE 30
1.3.1 MARKETS COVERED 30
FIGURE 1 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SEGMENTATION 30
1.3.2 GEOGRAPHIC SCOPE 30
FIGURE 2 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: GEOGRAPHIC SCOPE 30
1.3.3 INCLUSIONS AND EXCLUSIONS 31
1.3.4 YEARS CONSIDERED 31
1.4 CURRENCY 31
TABLE 1 USD EXCHANGE RATES, 20192021 32
1.5 LIMITATIONS 32
1.6 SUMMARY OF CHANGES 32
1.7 STAKEHOLDERS 33
2 RESEARCH METHODOLOGY 34
2.1 RESEARCH DATA 34
FIGURE 3 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: RESEARCH DESIGN 35
2.1.1 SECONDARY DATA 36
2.1.1.1 Secondary sources 36
2.1.2 PRIMARY DATA 36
2.1.2.1 Primary interviews with experts 37
2.1.2.2 List of key primary interview participants 37
2.1.2.3 Breakdown of primaries 37
2.1.2.4 Primary sources 38
2.1.2.5 Key industry insights 38
2.2 MARKET SIZE ESTIMATION 39
2.2.1 BOTTOM-UP APPROACH 39
FIGURE 4 BOTTOM-UP APPROACH 39
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CUSTOMER ENGAGEMENT SOLUTIONS MARKET 40
2.2.2 TOP-DOWN APPROACH 40
FIGURE 6 TOP-DOWN APPROACH 41
2.2.3 CUSTOMER ENGAGEMENT SOLUTIONS MARKET ESTIMATION:
DEMAND-SIDE ANALYSIS 41
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: DEMAND-SIDE ANALYSIS 41
2.2.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET ESTIMATION: SUPPLY-SIDE ANALYSIS 42
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS 42
2.2.5 GROWTH FORECAST ASSUMPTIONS 42
TABLE 2 MARKET GROWTH ASSUMPTIONS 42
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION 43
FIGURE 9 DATA TRIANGULATION 43
2.4 RESEARCH ASSUMPTIONS 44
2.4.1 RISK ASSESSMENT 45
TABLE 3 RISK ASSESSMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET 45
3 EXECUTIVE SUMMARY 46
FIGURE 10 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 20222027 (USD MILLION) 46
FIGURE 11 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
2022 VS. 2027 (USD MILLION) 47
FIGURE 12 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 2022 VS. 2027 (USD MILLION) 47
FIGURE 13 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027 (USD MILLION) 48
FIGURE 14 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2022 VS. 2027 (USD MILLION) 48
FIGURE 15 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022 VS. 2027 (USD MILLION) 49
4 PREMIUM INSIGHTS 50
4.1 CUSTOMER ENGAGEMENT SOLUTIONS MARKET OVERVIEW 50
FIGURE 16 INCREASING USE OF E-COMMERCE AND M-COMMERCE PLATFORMS TO DRIVE MARKET GROWTH 50
4.2 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTIONS AND SERVICES (2022) 51
FIGURE 17 OMNICHANNEL SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 51
4.3 GEOGRAPHICAL SNAPSHOT OF THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET 52
FIGURE 18 ASIA PACIFIC EXPECTED TO ACHIEVE HIGHEST GROWTH DURING FORECAST PERIOD 52
5 MARKET OVERVIEW AND INDUSTRY TRENDS 53
5.1 INTRODUCTION 53
5.2 MARKET DYNAMICS 53
FIGURE 19 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET 53
5.2.1 DRIVERS 54
5.2.1.1 Rise in adoption of customer engagement solutions to reduce customer churn rate 54
FIGURE 20 MOST SIGNIFICANT RETAIL REVENUE DRIVERS, 2021 54
5.2.1.2 Increase in use of eCommerce and mCommerce platforms 55
5.2.1.3 Greater focus on delivering enhanced omnichannel customer engagement 55
FIGURE 21 COMMUNICATION CHANNELS USED TO INITIATE CUSTOMER ENGAGEMENT, 2021 55
5.2.1.4 Shift toward providing exclusive virtual experiences in the post-COVID-19 era 56
5.2.2 RESTRAINTS 56
5.2.2.1 Data synchronization between customer engagement solutions and other technologies 56
5.2.2.2 Personalized expectations of customers 56
5.2.3 OPPORTUNITIES 56
5.2.3.1 Increased applicability of Big Data and Machine Learning 56
5.2.3.2 Growth in investments in Artificial Intelligence (AI) 57
5.2.3.3 Surge in cross-selling and upselling activities 57
5.2.3.4 End-to-end business reorientation catalyzed by COVID-19 57
5.2.4 CHALLENGES 57
5.2.4.1 Managing security with multiple customer touchpoints 57
5.2.4.2 Choosing the proper mix of technology and personnel 58
5.3 IMPACT OF COVID-19 ON MARKET DYNAMICS 58
5.3.1 DRIVERS AND OPPORTUNITIES 58
5.3.2 RESTRAINTS AND CHALLENGES 59
5.3.3 CUMULATIVE GROWTH ANALYSIS 59
5.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: SUPPLY CHAIN ANALYSIS 60
FIGURE 22 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: SUPPLY CHAIN 60
5.5 ECOSYSTEM 62
FIGURE 23 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: ECOSYSTEM 62
TABLE 4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: ECOSYSTEM 62
5.6 PRICING MODEL OF CUSTOMER ENGAGEMENT SOLUTIONS MARKET PLAYERS 64
TABLE 5 PRICING MODELS AND INDICATIVE PRICE POINTS, 20212022 64
5.7 TECHNOLOGY ANALYSIS 64
5.7.1 INTRODUCTION 64
5.7.2 ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING 64
5.7.3 BLOCKCHAIN 65
5.7.4 AUGMENTED/VIRTUAL REALITY 65
5.7.5 INTERNET OF THINGS 65
5.8 CASE STUDY ANALYSIS 66
5.8.1 CASE STUDY 1: PETRIC USED AVAYAS SOLUTION TO ENHANCE CUSTOMER SATISFACTION AND BUSINESS 66
5.8.2 CASE STUDY 2: WITH CONVERSATION INTELLIGENCE IN DYNAMICS 365 SALES, INVESTEC ENHANCED SALES CALLS 67
5.8.3 CASE STUDY 3: BANCO SANTANDER BRASIL DELIVERED EXCEPTIONAL CLIENT SERVICE AT SPEED WITH THE PEGA PLATFORM 68
5.8.4 CASE STUDY 4: CISCO DELIVERED STRONG DIGITAL CUSTOMER ENGAGEMENT WITH PEGA 69
5.8.5 CASE STUDY 5: THE CITY OF MESA OPTED FOR ASPECT UNIFIED IP SOLUTIONS FROM ALVARIA TO OFFER STRONG INTERACTION CHOICES 70
5.8.6 CASE STUDY 6: THE UNIVERSITY OF CALIFORNIA AT BERKELEY OFFERED EXCELLENT STUDENT SERVICES WITH SALESFORCE SERVICE CLOUD SOLUTION 71
5.8.7 CASE STUDY 7: SYNERGY ENTERPRISE ADOPTED THE FRESHSALES SOLUTION TO ENHANCE CUSTOMER ENGAGEMENT 72
5.9 REVENUE SHIFT FOR THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET 73
FIGURE 24 REVENUE IMPACT ON THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET 73
5.10 PATENT ANALYSIS 73
5.10.1 METHODOLOGY 73
5.10.2 DOCUMENT TYPES OF PATENTS 73
TABLE 6 PATENTS FILED, 20192022 73
5.10.3 INNOVATION AND PATENT APPLICATIONS 74
FIGURE 25 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 20192021 74
5.10.3.1 Top applicants 74
FIGURE 26 TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 20192021 74
TABLE 7 US: TOP TEN PATENT OWNERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 20192021 75
TABLE 8 LIST OF A FEW PATENTS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 20202021 75
5.11 PORTERS FIVE FORCES ANALYSIS 76
TABLE 9 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: PORTERS FIVE FORCES MODEL 76
5.11.1 THREAT OF NEW ENTRANTS 76
5.11.2 THREAT OF SUBSTITUTES 76
5.11.3 BARGAINING POWER OF BUYERS 76
5.11.4 BARGAINING POWER OF SUPPLIERS 77
5.11.5 DEGREE OF COMPETITION 77
5.12 REGULATORY LANDSCAPE 77
5.12.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 77
TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 77
TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS 78
TABLE 12 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS 78
TABLE 13 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 79
TABLE 14 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 79
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5.12.1.1 North America 79
5.12.1.1.1 US 79
5.12.1.1.2 Canada 79
5.12.1.2 Europe 80
5.12.1.3 Asia Pacific 80
5.12.1.3.1 China 80
5.12.1.3.2 India 80
5.12.1.3.3 Australia 80
5.12.1.3.4 Japan 80
5.12.1.4 Middle East & Africa 80
5.12.1.4.1 Middle East 81
5.12.1.4.2 South Africa 82
5.12.1.5 Latin America 82
5.12.1.5.1 Brazil 83
5.12.1.5.2 Mexico 83
5.13 KEY STAKEHOLDERS & BUYING CRITERIA 83
5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS 83
FIGURE 27 INFLUENCE OF STAKEHOLDERS IN THE BUYING PROCESS FOR THE TOP THREE END-USERS 83
TABLE 15 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS FOR THE TOP THREE END-USERS 84
5.13.2 BUYING CRITERIA 84
FIGURE 28 KEY BUYING CRITERIA FOR THE TOP THREE END-USERS 84
TABLE 16 KEY BUYING CRITERIA FOR THE TOP 3 END USERS 84
5.14 KEY CONFERENCES & EVENTS IN 2022-2023 85
TABLE 17 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: DETAILED LIST OF CONFERENCES & EVENTS 85
6 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT 87
6.1 INTRODUCTION 88
6.1.1 COMPONENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET DRIVERS 88
6.1.2 COMPONENT: COVID-19 IMPACT 88
FIGURE 29 SOLUTIONS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 89
TABLE 18 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
20162021 (USD MILLION) 89
TABLE 19 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
20222027 (USD MILLION) 89
6.2 SOLUTIONS 90
FIGURE 30 ANALYTICS & REPORTING SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 90
TABLE 20 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
20162021 (USD MILLION) 90
TABLE 21 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
20222027 (USD MILLION) 91
TABLE 22 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE,
20162021 (USD MILLION) 91
TABLE 23 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE,
20222027 (USD MILLION) 91
6.2.1 OMNICHANNEL 92
6.2.1.1 Customer engagement solutions for seamless customer experience with an omnichannel approach 92
TABLE 24 OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 92
TABLE 25 OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 92
6.2.2 WORKFORCE OPTIMIZATION 93
6.2.2.1 Increased employee efficiency maintaining the lowest possible operational cost 93
TABLE 26 WORKFORCE OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 93
TABLE 27 WORKFORCE OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 93
6.2.3 ROBOTIC PROCESS OPTIMIZATION 94
6.2.3.1 Automation of business processes to increase productivity and enhance customer experience 94
TABLE 28 ROBOTIC PROCESS OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 94
TABLE 29 ROBOTIC PROCESS OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 94
6.2.4 ANALYTICS AND REPORTING 95
6.2.4.1 In-depth insights into customer activities to gain a competitive edge 95
TABLE 30 ANALYTICS AND REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 95
TABLE 31 ANALYTICS AND REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 95
6.3 SERVICES 95
FIGURE 31 MANAGED SERVICES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 96
TABLE 32 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE,
20162021 (USD MILLION) 96
TABLE 33 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE,
20222027 (USD MILLION) 96
TABLE 34 SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 97
TABLE 35 SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 97
6.3.1 PROFESSIONAL SERVICES 97
TABLE 36 PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 98
TABLE 37 PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 98
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6.3.1.1 Integration and deployment services 98
6.3.1.1.1 Integration services aiding the smooth functioning of customer engagement solutions in highly complex network infrastructures 98
6.3.1.2 Support and maintenance services 99
6.3.1.2.1 Timely support and effective maintenance services to achieve business goals and objectives 99
6.3.1.3 Consulting services 99
6.3.1.3.1 To enhance performance, reduce risks, and achieve customer satisfaction 99
6.3.2 MANAGED SERVICES 99
6.3.2.1 Improve the efficiency of inbound and outbound operations cost-effectively 99
TABLE 38 MANAGED SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20162021 (USD MILLION) 99
TABLE 39 MANAGED SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20222027 (USD MILLION) 100
7 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE 101
7.1 INTRODUCTION 102
7.1.1 ORGANIZATION SIZE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET DRIVERS 102
7.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 102
FIGURE 32 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 102
TABLE 40 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20162021 (USD MILLION) 103
TABLE 41 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20222027 (USD MILLION) 103
7.2 SMALL AND MEDIUM-SIZED ENTERPRISES 103
7.2.1 ADOPTION OF DIGITAL SOLUTIONS TO AUTOMATE SEVERAL INTERNAL PROCESSES 103
TABLE 42 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 104
TABLE 43 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 104
7.3 LARGE ENTERPRISES 105
7.3.1 CUSTOMER ENGAGEMENT SOLUTIONS FOR CONTINUING A DISTINGUISHABLE BRAND IDENTITY 105
TABLE 44 LARGE ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20162021 (USD MILLION) 105
TABLE 45 LARGE ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20222027 (USD MILLION) 105
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8 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE 106
8.1 INTRODUCTION 107
8.1.1 DEPLOYMENT MODE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET DRIVERS 107
8.1.2 DEPLOYMENT MODE: COVID-19 IMPACT 107
FIGURE 33 CLOUD SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 108
TABLE 46 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 20162021 (USD MILLION) 108
TABLE 47 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 20222027 (USD MILLION) 108
8.2 CLOUD 109
8.2.1 CLOUD DEPLOYMENT OFFERS RISK MANAGEMENT AND SECURITY OPERATIONS THROUGH A SINGLE PROVIDER 109
TABLE 48 CLOUD: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
20162021 (USD MILLION) 109
TABLE 49 CLOUD: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
20222027 (USD MILLION) 110
8.3 ON-PREMISES 110
8.3.1 ON-PREMISES DEPLOYMENT OFFERS EFFICIENT CUSTOMER SERVICE 110
TABLE 50 ON-PREMISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 110
TABLE 51 ON-PREMISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 111
9 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL 112
9.1 INTRODUCTION 113
9.1.1 VERTICAL: MARKET DRIVERS 113
9.1.2 VERTICAL: COVID-19 IMPACT 113
FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO GROW AT HIGHEST CAGR FROM 2022 TO 2027 114
TABLE 52 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
20162021 (USD MILLION) 115
TABLE 53 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
20222027 (USD MILLION) 115
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 116
9.2.1 AUTOMATED CUSTOMER ONBOARDING AND AI-ENABLED CHATBOTS 116
TABLE 54 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 116
TABLE 55 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 116
9.3 RETAIL & CONSUMER GOODS 117
9.3.1 INCREASE IN DIGITAL TRANSFORMATION AND CUSTOMER-CENTRIC APPROACH IN RETAIL 117
TABLE 56 RETAIL & CONSUMER GOODS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 117
TABLE 57 RETAIL & CONSUMER GOODS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 117
9.4 TELECOM & IT 118
9.4.1 NEED TO ENHANCE CUSTOMER EXPERIENCE TO GAIN A COMPETITIVE EDGE 118
TABLE 58 TELECOM & IT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 118
TABLE 59 TELECOM & IT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 118
9.5 AUTOMOTIVE 119
9.5.1 ENHANCED CUSTOMER EXPERIENCE BY PROVIDING PERSONALIZED SOLUTIONS 119
TABLE 60 AUTOMOTIVE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 119
TABLE 61 AUTOMOTIVE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 119
9.6 TRANSPORTATION & LOGISTICS 120
9.6.1 NEED TO PROVIDE QUICK SOLUTIONS TO CUSTOMERS QUERIES WITH MODERN CUSTOMER ENGAGEMENT SOLUTIONS 120
TABLE 62 TRANSPORTATION & LOGISTICS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 120
TABLE 63 TRANSPORTATION & LOGISTICS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 121
9.7 TRAVEL & HOSPITALITY 121
9.7.1 ADOPTION OF ARTIFICIAL INTELLIGENCE AND CHATBOTS FOR SMART ROOMS AND ROBOTS FOR HOUSEKEEPING PROMOTE TRAVEL & HOSPITALITY 121
TABLE 64 TRAVEL & HOSPITALITY: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20162021 (USD MILLION) 122
TABLE 65 TRAVEL & HOSPITALITY: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20222027 (USD MILLION) 122
9.8 MEDIA & ENTERTAINMENT 122
9.8.1 MEDIA QUEST FOR ADVANCED ANALYTICS AND PERSONALIZED CONTENT 122
TABLE 66 MEDIA & ENTERTAINMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 123
TABLE 67 MEDIA & ENTERTAINMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 123
9.9 HEALTHCARE & LIFESCIENCES 123
9.9.1 INTELLIGENT OMNICHANNEL INTERACTIONS TO DRIVE HEALTHCARE & LIFESCIENCES VERTICAL 123
TABLE 68 HEALTHCARE & LIFESCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20162021 (USD MILLION) 124
TABLE 69 HEALTHCARE & LIFESCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 20222027 (USD MILLION) 124
9.10 MANUFACTURING 124
9.10.1 SHIFTING FROM MANUAL TO DIGITAL END-TO-END SOLUTIONS TO BENEFIT MANUFACTURING VERTICAL 124
TABLE 70 MANUFACTURING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20162021 (USD MILLION) 125
TABLE 71 MANUFACTURING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20222027 (USD MILLION) 125
9.11 OTHER VERTICALS 125
TABLE 72 OTHER VERTICALS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20162021 (USD MILLION) 126
TABLE 73 OTHER VERTICALS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 20222027 (USD MILLION) 126
10 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION 127
10.1 INTRODUCTION 128
10.1.1 COVID-19 IMPACT ON THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET 128
TABLE 74 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
20162021 (USD MILLION) 128
TABLE 75 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
20222027 (USD MILLION) 129
10.2 NORTH AMERICA 129
10.2.1 PESTLE ANALYSIS: NORTH AMERICA 129
FIGURE 35 NORTH AMERICA: MARKET SNAPSHOT 131
TABLE 76 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20162021 (USD MILLION) 131
TABLE 77 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20222027 (USD MILLION) 132
TABLE 78 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20162021 (USD MILLION) 132
TABLE 79 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20222027 (USD MILLION) 132
TABLE 80 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20162021 (USD MILLION) 132
TABLE 81 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20222027 (USD MILLION) 133
TABLE 82 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20162021 (USD MILLION) 133
TABLE 83 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20222027 (USD MILLION) 133
TABLE 84 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 133
TABLE 85 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 134
TABLE 86 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20162021 (USD MILLION) 134
TABLE 87 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20222027 (USD MILLION) 135
TABLE 88 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 20162021 (USD MILLION) 135
TABLE 89 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 20222027 (USD MILLION) 135
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10.2.2 UNITED STATES 136
10.2.2.1 Presence of major players in the US to drive market growth 136
TABLE 90 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20162021 (USD MILLION) 136
TABLE 91 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20222027 (USD MILLION) 136
TABLE 92 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20162021 (USD MILLION) 136
TABLE 93 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20222027 (USD MILLION) 137
TABLE 94 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 137
TABLE 95 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 137
TABLE 96 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20162021 (USD MILLION) 137
TABLE 97 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20222027 (USD MILLION) 138
TABLE 98 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 138
TABLE 99 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 138
TABLE 100 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20162021 (USD MILLION) 139
TABLE 101 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20222027 (USD MILLION) 139
10.2.3 CANADA 140
10.2.3.1 Adoption of technologies such as AI and 5G increases customer engagement in Canada 140
TABLE 102 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20162021 (USD MILLION) 140
TABLE 103 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20222027 (USD MILLION) 140
TABLE 104 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20162021 (USD MILLION) 140
TABLE 105 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20222027 (USD MILLION) 141
TABLE 106 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 141
TABLE 107 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 141
TABLE 108 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20162021 (USD MILLION) 141
TABLE 109 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20222027 (USD MILLION) 142
TABLE 110 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 142
TABLE 111 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 142
TABLE 112 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20162021 (USD MILLION) 143
TABLE 113 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20222027 (USD MILLION) 143
10.3 EUROPE 144
10.3.1 PESTLE ANALYSIS: EUROPE 144
TABLE 114 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20162021 (USD MILLION) 145
TABLE 115 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20222027 (USD MILLION) 145
TABLE 116 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20162021 (USD MILLION) 145
TABLE 117 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20222027 (USD MILLION) 146
TABLE 118 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 146
TABLE 119 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 146
TABLE 120 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20162021 (USD MILLION) 146
TABLE 121 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20222027 (USD MILLION) 147
TABLE 122 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 147
TABLE 123 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 147
TABLE 124 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20162021 (USD MILLION) 148
TABLE 125 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20222027 (USD MILLION) 148
TABLE 126 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 20162021 (USD MILLION) 149
TABLE 127 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 20222027 (USD MILLION) 149
10.3.2 UNITED KINGDOM 149
10.3.2.1 Adoption of a cloud-based platform in the UK to drive the customer engagement solutions market growth 149
TABLE 128 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20162021 (USD MILLION) 150
TABLE 129 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20222027 (USD MILLION) 150
TABLE 130 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20162021 (USD MILLION) 150
TABLE 131 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20222027 (USD MILLION) 150
TABLE 132 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20162021 (USD MILLION) 151
TABLE 133 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20222027 (USD MILLION) 151
TABLE 134 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20162021 (USD MILLION) 151
TABLE 135 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20222027 (USD MILLION) 151
TABLE 136 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 152
TABLE 137 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 152
TABLE 138 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20162021 (USD MILLION) 152
TABLE 139 UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20222027 (USD MILLION) 153
10.3.3 GERMANY 153
10.3.3.1 Omnichannel customer engagement strategy to drive the market growth in Germany 153
10.3.4 REST OF EUROPE 153
10.4 ASIA PACIFIC 154
10.4.1 PESTLE ANALYSIS: ASIA PACIFIC 154
FIGURE 36 ASIA PACIFIC: MARKET SNAPSHOT 156
TABLE 140 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20162021 (USD MILLION) 156
TABLE 141 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20222027 (USD MILLION) 157
TABLE 142 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20162021 (USD MILLION) 157
TABLE 143 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20222027 (USD MILLION) 157
TABLE 144 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 157
TABLE 145 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 158
TABLE 146 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20162021 (USD MILLION) 158
TABLE 147 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20222027 (USD MILLION) 158
TABLE 148 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 158
TABLE 149 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 159
TABLE 150 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20162021 (USD MILLION) 159
TABLE 151 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20222027 (USD MILLION) 160
TABLE 152 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 20162021 (USD MILLION) 160
TABLE 153 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 20222027 (USD MILLION) 160
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10.4.2 INDIA 161
10.4.2.1 Adoption of the mobile phone-led consumer market to boost customer engagement solutions market in India 161
TABLE 154 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20162021 (USD MILLION) 161
TABLE 155 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20222027 (USD MILLION) 161
TABLE 156 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20162021 (USD MILLION) 162
TABLE 157 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20222027 (USD MILLION) 162
TABLE 158 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 162
TABLE 159 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 162
TABLE 160 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20162021 (USD MILLION) 163
TABLE 161 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20222027 (USD MILLION) 163
TABLE 162 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 163
TABLE 163 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 163
TABLE 164 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
20162021 (USD MILLION) 164
TABLE 165 INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
20222027 (USD MILLION) 164
10.4.3 CHINA 165
10.4.3.1 Adoption of digitalization solutions to cut costs, improve client relations, and prolong a client life cycle in China 165
10.4.4 JAPAN 165
10.4.4.1 R&D capabilities and regulatory reforms by the government to drive growth in Japan 165
10.4.5 REST OF ASIA PACIFIC 165
10.5 MIDDLE EAST & AFRICA 165
10.5.1 PESTLE ANALYSIS: MIDDLE EAST & AFRICA 166
TABLE 166 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20162021 (USD MILLION) 167
TABLE 167 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20222027 (USD MILLION) 167
TABLE 168 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20162021 (USD MILLION) 167
TABLE 169 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20222027 (USD MILLION) 168
TABLE 170 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20162021 (USD MILLION) 168
TABLE 171 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20222027 (USD MILLION) 168
TABLE 172 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20162021 (USD MILLION) 168
TABLE 173 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20222027 (USD MILLION) 169
TABLE 174 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 169
TABLE 175 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 169
TABLE 176 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20162021 (USD MILLION) 170
TABLE 177 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20222027 (USD MILLION) 170
TABLE 178 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 20162021 (USD MILLION) 171
TABLE 179 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 20222027 (USD MILLION) 171
10.5.2 KINGDOM OF SAUDI ARABIA 171
10.5.2.1 Vision 2030 to create huge opportunities in the customer engagement solutions market 171
TABLE 180 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20162021 (USD MILLION) 171
TABLE 181 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20222027 (USD MILLION) 172
TABLE 182 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20162021 (USD MILLION) 172
TABLE 183 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20222027 (USD MILLION) 172
TABLE 184 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 172
TABLE 185 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 173
TABLE 186 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20162021 (USD MILLION) 173
TABLE 187 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20222027 (USD MILLION) 173
TABLE 188 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 173
TABLE 189 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 174
TABLE 190 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20162021 (USD MILLION) 174
TABLE 191 KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20222027 (USD MILLION) 175
10.5.3 SOUTH AFRICA 175
10.5.3.1 Mobile-based subscriptions and computing deployments to bring growth to the market 175
10.5.4 REST OF THE MIDDLE EAST & AFRICA 175
10.6 LATIN AMERICA 176
10.6.1 PESTLE ANALYSIS: LATIN AMERICA 176
TABLE 192 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20162021 (USD MILLION) 177
TABLE 193 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 20222027 (USD MILLION) 177
TABLE 194 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20162021 (USD MILLION) 178
TABLE 195 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 20222027 (USD MILLION) 178
TABLE 196 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20162021 (USD MILLION) 178
TABLE 197 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 20222027 (USD MILLION) 178
TABLE 198 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20162021 (USD MILLION) 179
TABLE 199 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 20222027 (USD MILLION) 179
TABLE 200 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 179
TABLE 201 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 179
TABLE 202 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20162021 (USD MILLION) 180
TABLE 203 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 20222027 (USD MILLION) 180
TABLE 204 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 20162021 (USD MILLION) 181
TABLE 205 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 20222027 (USD MILLION) 181
10.6.2 MEXICO 181
10.6.2.1 Digital transformation and adoption of mobile applications to drive growth in Mexico 181
TABLE 206 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20162021 (USD MILLION) 182
TABLE 207 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 20222027 (USD MILLION) 182
TABLE 208 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20162021 (USD MILLION) 182
TABLE 209 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 20222027 (USD MILLION) 182
TABLE 210 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20162021 (USD MILLION) 183
TABLE 211 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 20222027 (USD MILLION) 183
TABLE 212 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20162021 (USD MILLION) 183
TABLE 213 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 20222027 (USD MILLION) 183
TABLE 214 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20162021 (USD MILLION) 184
TABLE 215 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 20222027 (USD MILLION) 184
TABLE 216 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20162021 (USD MILLION) 184
TABLE 217 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 20222027 (USD MILLION) 185
10.6.3 BRAZIL 185
10.6.3.1 Higher use of the Internet and smartphones to drive market growth in Brazil 185
10.6.4 REST OF LATIN AMERICA 185
11 COMPETITIVE LANDSCAPE 186
11.1 INTRODUCTION 186
11.2 RANKING OF LEADING PLAYERS 186
FIGURE 37 RANKING OF LEADING PLAYERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2022 186
11.3 HISTORICAL REVENUE ANALYSIS 187
FIGURE 38 HISTORICAL THREE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS,
20192021 (USD MILLION) 188
11.4 COMPETITIVE OVERVIEW 188
TABLE 218 KEY DEVELOPMENTS BY LEADING PLAYERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET 188
11.5 COMPANY PRODUCT FOOTPRINT ANALYSIS 189
TABLE 219 COMPANY PRODUCT FOOTPRINT 189
TABLE 220 COMPANY SOLUTION FOOTPRINT 190
TABLE 221 COMPANY VERTICAL FOOTPRINT 191
TABLE 222 COMPANY REGION FOOTPRINT 192
11.6 COMPANY EVALUATION QUADRANT 193
11.6.1 STARS 193
11.6.2 EMERGING LEADERS 193
11.6.3 PERVASIVE PLAYERS 194
11.6.4 PARTICIPANTS 194
FIGURE 39 KEY CUSTOMER ENGAGEMENT SOLUTIONS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022 194
11.7 STARTUP/SME EVALUATION QUADRANT 195
11.7.1 PROGRESSIVE COMPANIES 195
11.7.2 RESPONSIVE COMPANIES 195
11.7.3 DYNAMIC COMPANIES 195
11.7.4 STARTING BLOCKS 195
FIGURE 40 STARTUP/SME CUSTOMER ENGAGEMENT SOLUTIONS MARKET EVALUATION MATRIX, 2022 196
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11.8 COMPETITIVE SCENARIO 196
11.8.1 PRODUCT LAUNCHES 196
TABLE 223 PRODUCT LAUNCHES, 20202021 197
11.8.2 DEALS 197
TABLE 224 DEALS, 20202022 197
11.8.3 OTHERS 199
TABLE 225 OTHERS, 20202021 199
12 COMPANY PROFILES 200
12.1 MAJOR PLAYERS 200
(Business Overview, Products, Key Insights, Recent Developments, Response to COVID-19, MnM View)*
12.1.1 AVAYA 200
TABLE 226 AVAYA: BUSINESS OVERVIEW 200
FIGURE 41 AVAYA: FINANCIAL OVERVIEW 201
TABLE 227 AVAYA: PRODUCTS OFFERED 201
TABLE 228 AVAYA: PRODUCT LAUNCHES 202
TABLE 229 AVAYA: DEALS 202
12.1.2 NICE SYSTEMS 205
TABLE 230 NICE SYSTEMS: BUSINESS OVERVIEW 205
FIGURE 42 NICE SYSTEMS: FINANCIAL OVERVIEW 206
TABLE 231 NICE SYSTEMS: PRODUCTS OFFERED 206
TABLE 232 NICE SYSTEMS: PRODUCT LAUNCHES 207
TABLE 233 NICE SYSTEMS: DEALS 207
TABLE 234 NICE SYSTEMS: OTHERS 208
12.1.3 ORACLE 210
TABLE 235 ORACLE: BUSINESS OVERVIEW 210
FIGURE 43 ORACLE: FINANCIAL OVERVIEW 211
TABLE 236 ORACLE: PRODUCTS OFFERED 211
TABLE 237 ORACLE: DEALS 212
12.1.4 SALESFORCE 214
TABLE 238 SALESFORCE: BUSINESS OVERVIEW 214
FIGURE 44 SALESFORCE: FINANCIAL OVERVIEW 215
TABLE 239 SALESFORCE: PRODUCTS OFFERED 215
TABLE 240 SALESFORCE: DEALS 216
TABLE 241 SALESFORCE: OTHERS 216
12.1.5 SAP 218
TABLE 242 SAP: BUSINESS OVERVIEW 218
FIGURE 45 SAP: FINANCIAL OVERVIEW 219
TABLE 243 SAP: PRODUCTS OFFERED 219
TABLE 244 SAP: DEALS 220
12.1.6 IBM 223
TABLE 245 IBM: BUSINESS OVERVIEW 223
FIGURE 46 IBM: FINANCIAL OVERVIEW 224
TABLE 246 IBM: PRODUCTS OFFERED 224
TABLE 247 IBM: DEALS 225
12.1.7 MICROSOFT 227
TABLE 248 MICROSOFT: BUSINESS OVERVIEW 227
FIGURE 47 MICROSOFT: FINANCIAL OVERVIEW 228
TABLE 249 MICROSOFT: PRODUCTS OFFERED 228
TABLE 250 MICROSOFT: DEALS 229
12.1.8 ZENDESK 230
TABLE 251 ZENDESK: BUSINESS OVERVIEW 230
FIGURE 48 ZENDESK: FINANCIAL OVERVIEW 231
TABLE 252 ZENDESK: PRODUCTS OFFERED 231
TABLE 253 ZENDESK: DEALS 232
12.1.9 PEGASYSTEMS 233
TABLE 254 PEGASYSTEMS: BUSINESS OVERVIEW 233
FIGURE 49 PEGASYSTEMS: FINANCIAL OVERVIEW 234
TABLE 255 PEGASYSTEMS: PRODUCTS OFFERED 234
TABLE 256 PEGASYSTEMS: DEALS 235
12.1.10 SERVICENOW 236
TABLE 257 SERVICENOW: BUSINESS OVERVIEW 236
FIGURE 50 SERVICENOW: FINANCIAL OVERVIEW 237
TABLE 258 SERVICENOW: PRODUCTS OFFERED 237
TABLE 259 SERVICENOW: PRODUCT LAUNCHES 238
TABLE 260 SERVICENOW: DEALS 238
12.1.11 OPENTEXT 240
TABLE 261 OPENTEXT: BUSINESS OVERVIEW 240
FIGURE 51 OPENTEXT: FINANCIAL OVERVIEW 241
TABLE 262 OPENTEXT: PRODUCTS OFFERED 241
TABLE 263 OPENTEXT: DEALS 242
12.1.12 VERINT SYSTEMS 244
TABLE 264 VERINT SYSTEMS: BUSINESS OVERVIEW 244
FIGURE 52 VERINT SYSTEMS: FINANCIAL OVERVIEW 245
TABLE 265 VERINT SYSTEMS: PRODUCTS OFFERED 246
TABLE 266 VERINT SYSTEMS: DEALS 247
TABLE 267 VERINT SYSTEMS: OTHERS 248
12.1.13 EGAIN CORPORATION 249
TABLE 268 EGAIN CORPORATION: BUSINESS OVERVIEW 249
FIGURE 53 EGAIN CORPORATION: FINANCIAL OVERVIEW 250
TABLE 269 EGAIN CORPORATION: PRODUCTS OFFERED 250
TABLE 270 EGAIN CORPORATION: PRODUCT LAUNCHES 251
TABLE 271 EGAIN CORPORATION: DEALS 251
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12.1.14 ENGHOUSE SYSTEMS 253
TABLE 272 ENGHOUSE SYSTEMS: BUSINESS OVERVIEW 253
FIGURE 54 ENGHOUSE SYSTEMS: FINANCIAL OVERVIEW 254
TABLE 273 ENGHOUSE SYSTEMS: PRODUCTS OFFERED 254
TABLE 274 ENGHOUSE SYSTEMS: DEALS 255
12.1.15 ALVARIA 257
12.1.16 GENESYS 258
12.1.17 FRESHWORKS 259
12.1.18 IFS-MPLSYSTEMS 260
12.1.19 CALABRIO 261
12.1.20 KHOROS 262
12.1.21 PRECISELY 263
12.2 STARTUPS/SMES 264
12.2.1 CREATIO 264
12.2.2 CRMNEXT 265
12.2.3 SUGARCRM 266
12.2.4 WEBENGAGE 267
12.2.5 UPSHOT 268
12.2.6 MOENGAGE 269
12.2.7 CHURNZERO 270
12.2.8 SENTIMETER 271
*Details on Business Overview, Products, Key Insights, Recent Developments, Response to COVID-19, MnM View might not be captured in case of unlisted companies.
13 ADJACENT/RELATED MARKETS 272
13.1 CUSTOMER EXPERIENCE MANAGEMENT MARKET 272
13.1.1 MARKET DEFINITION 272
13.1.2 MARKET OVERVIEW 272
13.1.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT 272
TABLE 275 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT,
20152020 (USD MILLION) 273
TABLE 276 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT,
20212026 (USD MILLION) 273
TABLE 277 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE,
20152020 (USD MILLION) 273
TABLE 278 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE,
20212026 (USD MILLION) 273
13.1.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE 274
TABLE 279 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 20152020 (USD MILLION) 274
TABLE 280 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 20212026 (USD MILLION) 274
13.1.5 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE 274
TABLE 281 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 20152020 (USD MILLION) 275
TABLE 282 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 20212026 (USD MILLION) 275
13.1.6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 275
TABLE 283 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
20152020 (USD MILLION) 275
TABLE 284 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
20212026 (USD MILLION) 276
13.1.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 276
TABLE 285 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
20152020 (USD MILLION) 276
TABLE 286 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
20212026 (USD MILLION) 277
13.2 CUSTOMER ANALYTICS MARKET 277
13.2.1 MARKET DEFINITION 277
13.2.2 MARKET OVERVIEW 277
13.2.3 CUSTOMER ANALYTICS MARKET, BY COMPONENT 277
TABLE 287 CUSTOMER ANALYTICS MARKET, BY COMPONENT,
20182025 (USD MILLION) 278
TABLE 288 SOLUTIONS MARKET, BY TYPE, 20182025 (USD MILLION) 278
TABLE 289 SERVICES MARKET, BY TYPE, 20182025 (USD MILLION) 278
TABLE 290 PROFESSIONAL SERVICES MARKET, BY TYPE, 20182025 (USD MILLION) 279
13.2.4 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE 279
TABLE 291 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE,
20182025 (USD MILLION) 279
13.2.5 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE 279
TABLE 292 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE,
20182025 (USD MILLION) 280
13.2.6 CUSTOMER ANALYTICS MARKET, BY APPLICATION 280
TABLE 293 CUSTOMER ANALYTICS MARKET, BY APPLICATION,
20182025 (USD MILLION) 281
13.2.7 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE 281
TABLE 294 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE,
20182025 (USD MILLION) 281
13.2.8 CUSTOMER ANALYTICS MARKET, BY VERTICAL 282
TABLE 295 CUSTOMER ANALYTICS MARKET, BY VERTICAL, 20182025 (USD MILLION) 282
13.2.9 CUSTOMER ANALYTICS MARKET, BY REGION 283
TABLE 296 CUSTOMER ANALYTICS MARKET, BY REGION, 20182025 (USD MILLION) 283
13.3 CUSTOMER SUCCESS PLATFORMS MARKET 283
13.3.1 MARKET DEFINITION 283
13.3.2 MARKET OVERVIEW 283
13.3.3 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT 284
TABLE 297 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT,
20152019 (USD MILLION) 284
TABLE 298 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT,
20192025 (USD MILLION) 284
TABLE 299 CUSTOMER SUCCESS PLATFORMS MARKET, BY SERVICE,
20152019 (USD MILLION) 284
TABLE 300 CUSTOMER SUCCESS PLATFORMS MARKET, BY SERVICE,
20192025 (USD MILLION) 285
TABLE 301 PROFESSIONAL SERVICES MARKET, BY TYPE, 20152019 (USD MILLION) 285
TABLE 302 PROFESSIONAL SERVICES, BY TYPE, 20192025 (USD MILLION) 285
13.3.4 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION 286
TABLE 303 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION,
20152019 (USD MILLION) 286
TABLE 304 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION,
20192025 (USD MILLION) 287
13.3.5 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE 287
TABLE 305 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE,
20152019 (USD MILLION) 287
TABLE 306 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE,
20192025 (USD MILLION) 287
13.3.6 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE 288
TABLE 307 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE,
20152019 (USD MILLION) 288
TABLE 308 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE,
20192025 (USD MILLION) 288
13.3.7 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL 289
TABLE 309 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL,
20152019 (USD MILLION) 289
TABLE 310 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL,
20192025 (USD MILLION) 290
13.3.8 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION 290
TABLE 311 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION,
20152019 (USD MILLION) 291
TABLE 312 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION,
20192025 (USD MILLION) 291
14 APPENDIX 292
14.1 DISCUSSION GUIDE 292
14.2 KNOWLEDGE STORE: MARKETSANDMARKETS SUBSCRIPTION PORTAL 296
14.3 AVAILABLE CUSTOMIZATIONS 298
14.4 RELATED REPORTS 298
14.5 AUTHOR DETAILS 299
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