고객 참여 솔루션 시장 : 2027년까지의 세계 예측

출판 : MarketsandMarkets(마켓츠앤드마켓츠)출판년월 : 2022년05월

고객 참여 솔루션 시장 : 구성 요소(솔루션 및 서비스), 배포 유형(클라우드 및 온프레미스), 조직 규모, 산업(BFSI, 통신 및 IT, 소매 및 소비재), 지역별 – 2027년까지의 글로벌 예측

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

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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.
글로벌 고객 참여 솔루션 시장 규모는 예측 기간 동안 10.8%의 연평균 복합 성장률(CAGR)로 2022년 193억 달러에서 2027년 322억 달러로 성장할 것으로 예상됩니다. 고객 참여 솔루션은 기업이 고객 기반을 확대하고 고객 이탈률을 줄이며 고객 유지율을 높이는 데 도움이 됩니다. 따라서 이점으로 인해 고객 참여 솔루션의 채택이 증가하는 것은 예측 기간 동안 전 세계적으로 고객 참여 솔루션 시장의 성장을 주도할 것으로 예상되는 가장 중요한 요인 중 하나입니다.

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 Fujitsu’s 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.


목차

TABLE OF CONTENTS

1 INTRODUCTION (Page No. – 29)
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.3 STUDY SCOPE
1.3.1 MARKETS COVERED
FIGURE 1 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SEGMENTATION
1.3.2 GEOGRAPHIC SCOPE
FIGURE 2 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: GEOGRAPHIC SCOPE
1.3.3 INCLUSIONS AND EXCLUSIONS
1.3.4 YEARS CONSIDERED
1.4 CURRENCY
TABLE 1 USD EXCHANGE RATES, 2019–2021
1.5 LIMITATIONS
1.6 SUMMARY OF CHANGES
1.7 STAKEHOLDERS

2 RESEARCH METHODOLOGY (Page No. – 34)
2.1 RESEARCH DATA
FIGURE 3 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.1.1 Secondary sources
2.1.2 PRIMARY DATA
2.1.2.1 Primary interviews with experts
2.1.2.2 List of key primary interview participants
2.1.2.3 Breakdown of primaries
2.1.2.4 Primary sources
2.1.2.5 Key industry insights
2.2 MARKET SIZE ESTIMATION
2.2.1 BOTTOM-UP APPROACH
FIGURE 4 BOTTOM-UP APPROACH
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF MARKET
2.2.2 TOP-DOWN APPROACH
FIGURE 6 TOP-DOWN APPROACH
2.2.3 CUSTOMER ENGAGEMENT SOLUTIONS MARKET ESTIMATION: DEMAND-SIDE ANALYSIS
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: DEMAND-SIDE ANALYSIS
2.2.4 MARKET ESTIMATION: SUPPLY-SIDE ANALYSIS
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS
2.2.5 GROWTH FORECAST ASSUMPTIONS
TABLE 2 MARKET GROWTH ASSUMPTIONS
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION
FIGURE 9 DATA TRIANGULATION
2.4 RESEARCH ASSUMPTIONS
2.4.1 RISK ASSESSMENT
TABLE 3 RISK ASSESSMENT: MARKET

3 EXECUTIVE SUMMARY (Page No. – 46)
FIGURE 10 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2022–2027 (USD MILLION)
FIGURE 11 MARKET, BY COMPONENT, 2022 VS. 2027 (USD MILLION)
FIGURE 12 MARKET, BY DEPLOYMENT MODE, 2022 VS. 2027 (USD MILLION)
FIGURE 13 MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027 (USD MILLION)
FIGURE 14 MARKET, BY VERTICAL, 2022 VS. 2027 (USD MILLION)
FIGURE 15 MARKET, BY REGION, 2022 VS. 2027 (USD MILLION)

4 PREMIUM INSIGHTS (Page No. – 50)
4.1 CUSTOMER ENGAGEMENT SOLUTIONS MARKET OVERVIEW
FIGURE 16 INCREASING USE OF E-COMMERCE AND M-COMMERCE PLATFORMS TO DRIVE MARKET GROWTH
4.2 NORTH AMERICA: MARKET, BY SOLUTIONS AND SERVICES (2022)
FIGURE 17 OMNICHANNEL SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
4.3 GEOGRAPHICAL SNAPSHOT OF THE MARKET
FIGURE 18 ASIA PACIFIC EXPECTED TO ACHIEVE HIGHEST GROWTH DURING FORECAST PERIOD

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. – 53)
    5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 19 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET
5.2.1 DRIVERS
5.2.1.1 Rise in adoption of customer engagement solutions to reduce customer churn rate
FIGURE 20 MOST SIGNIFICANT RETAIL REVENUE DRIVERS, 2021
5.2.1.2 Increase in use of eCommerce and mCommerce platforms
5.2.1.3 Greater focus on delivering enhanced omnichannel customer engagement
FIGURE 21 COMMUNICATION CHANNELS USED TO INITIATE CUSTOMER ENGAGEMENT, 2021
5.2.1.4 Shift toward providing exclusive virtual experiences in the post-COVID-19 era
5.2.2 RESTRAINTS
5.2.2.1 Data synchronization between customer engagement solutions and other technologies
5.2.2.2 Personalized expectations of customers
5.2.3 OPPORTUNITIES
5.2.3.1 Increased applicability of Big Data and Machine Learning
5.2.3.2 Growth in investments in Artificial Intelligence (AI)
5.2.3.3 Surge in cross-selling and upselling activities
5.2.3.4 End-to-end business reorientation catalyzed by COVID-19
5.2.4 CHALLENGES
5.2.4.1 Managing security with multiple customer touchpoints
5.2.4.2 Choosing the proper mix of technology and personnel
5.3 IMPACT OF COVID-19 ON MARKET DYNAMICS
5.3.1 DRIVERS AND OPPORTUNITIES
5.3.2 RESTRAINTS AND CHALLENGES
5.3.3 CUMULATIVE GROWTH ANALYSIS
5.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: SUPPLY CHAIN ANALYSIS
FIGURE 22 MARKET: SUPPLY CHAIN
5.5 ECOSYSTEM
FIGURE 23 MARKET: ECOSYSTEM
TABLE 4 MARKET: ECOSYSTEM
5.6 PRICING MODEL OF MARKET PLAYERS
TABLE 5 PRICING MODELS AND INDICATIVE PRICE POINTS, 2021–2022
5.7 TECHNOLOGY ANALYSIS
5.7.1 INTRODUCTION
5.7.2 ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING
5.7.3 BLOCKCHAIN
5.7.4 AUGMENTED/VIRTUAL REALITY
5.7.5 INTERNET OF THINGS
5.8 CASE STUDY ANALYSIS
5.8.1 CASE STUDY 1: PETRIC USED AVAYA’S SOLUTION TO ENHANCE CUSTOMER SATISFACTION AND BUSINESS
5.8.2 CASE STUDY 2: WITH CONVERSATION INTELLIGENCE IN DYNAMICS 365 SALES, INVESTEC ENHANCED SALES CALLS
5.8.3 CASE STUDY 3: BANCO SANTANDER BRASIL DELIVERED EXCEPTIONAL CLIENT SERVICE AT SPEED WITH THE PEGA PLATFORM
5.8.4 CASE STUDY 4: CISCO DELIVERED STRONG DIGITAL CUSTOMER ENGAGEMENT WITH PEGA
5.8.5 CASE STUDY 5: THE CITY OF MESA OPTED FOR ASPECT UNIFIED IP SOLUTIONS FROM ALVARIA TO OFFER STRONG INTERACTION CHOICES
5.8.6 CASE STUDY 6: THE UNIVERSITY OF CALIFORNIA AT BERKELEY OFFERED EXCELLENT STUDENT SERVICES WITH SALESFORCE SERVICE CLOUD SOLUTION
5.8.7 CASE STUDY 7: SYNERGY ENTERPRISE ADOPTED THE FRESHSALES’ SOLUTION TO ENHANCE CUSTOMER ENGAGEMENT
5.9 REVENUE SHIFT FOR THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET
FIGURE 24 REVENUE IMPACT ON THE MARKET
5.10 PATENT ANALYSIS
5.10.1 METHODOLOGY
5.10.2 DOCUMENT TYPES OF PATENTS
TABLE 6 PATENTS FILED, 2019–2022
5.10.3 INNOVATION AND PATENT APPLICATIONS
FIGURE 25 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2019–2021
5.10.3.1 Top applicants
FIGURE 26 TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2019–2021
TABLE 7 US: TOP TEN PATENT OWNERS IN THE MARKET, 2019–2021
TABLE 8 LIST OF A FEW PATENTS IN THE MARKET, 2020–2021
5.11 PORTER’S FIVE FORCES ANALYSIS
TABLE 9 CUSTOMER ENGAGEMENT SOLUTIONS MARKET: PORTER’S FIVE FORCES MODEL
5.11.1 THREAT OF NEW ENTRANTS
5.11.2 THREAT OF SUBSTITUTES
5.11.3 BARGAINING POWER OF BUYERS
5.11.4 BARGAINING POWER OF SUPPLIERS
5.11.5 DEGREE OF COMPETITION
5.12 REGULATORY LANDSCAPE
5.12.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 12 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 13 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 14 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.12.1.1 North America
5.12.1.1.1 US
5.12.1.1.2 Canada
5.12.1.2 Europe
5.12.1.3 Asia Pacific
5.12.1.3.1 China
5.12.1.3.2 India
5.12.1.3.3 Australia
5.12.1.3.4 Japan
5.12.1.4 Middle East & Africa
5.12.1.4.1 Middle East
5.12.1.4.2 South Africa
5.12.1.5 Latin America
5.12.1.5.1 Brazil
5.12.1.5.2 Mexico
5.13 KEY STAKEHOLDERS & BUYING CRITERIA
5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS
FIGURE 27 INFLUENCE OF STAKEHOLDERS IN THE BUYING PROCESS FOR THE TOP THREE END-USERS
TABLE 15 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS FOR THE TOP THREE END-USERS
5.13.2 BUYING CRITERIA
FIGURE 28 KEY BUYING CRITERIA FOR THE TOP THREE END-USERS
TABLE 16 KEY BUYING CRITERIA FOR THE TOP 3 END USERS
5.14 KEY CONFERENCES & EVENTS IN 2022-2023
TABLE 17 MARKET: DETAILED LIST OF CONFERENCES & EVENTS

6 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT (Page No. – 87)
6.1 INTRODUCTION
6.1.1 COMPONENT: MARKET DRIVERS
6.1.2 COMPONENT: COVID-19 IMPACT
FIGURE 29 SOLUTIONS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 18 MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 19 MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
6.2 SOLUTIONS
FIGURE 30 ANALYTICS & REPORTING SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 20 MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 21 MARKET, BY REGION, 2022–2027 (USD MILLION)
TABLE 22 MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 23 MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
6.2.1 OMNICHANNEL
6.2.1.1 Customer engagement solutions for seamless customer experience with an omnichannel approach
TABLE 24 OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 25 OMNICHANNEL: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.2 WORKFORCE OPTIMIZATION
6.2.2.1 Increased employee efficiency maintaining the lowest possible operational cost
TABLE 26 WORKFORCE OPTIMIZATION: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 27 WORKFORCE OPTIMIZATION: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.3 ROBOTIC PROCESS OPTIMIZATION
6.2.3.1 Automation of business processes to increase productivity and enhance customer experience
TABLE 28 ROBOTIC PROCESS OPTIMIZATION: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 29 ROBOTIC PROCESS OPTIMIZATION: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.4 ANALYTICS AND REPORTING
6.2.4.1 In-depth insights into customer activities to gain a competitive edge
TABLE 30 ANALYTICS AND REPORTING: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 31 ANALYTICS AND REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3 SERVICES
FIGURE 31 MANAGED SERVICES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 32 MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 33 MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 34 SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 35 SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1 PROFESSIONAL SERVICES
TABLE 36 PROFESSIONAL SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 37 PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1.1 Integration and deployment services
6.3.1.1.1 Integration services aiding the smooth functioning of customer engagement solutions in highly complex network infrastructures
6.3.1.2 Support and maintenance services
6.3.1.2.1 Timely support and effective maintenance services to achieve business goals and objectives
6.3.1.3 Consulting services
6.3.1.3.1 To enhance performance, reduce risks, and achieve customer satisfaction
6.3.2 MANAGED SERVICES
6.3.2.1 Improve the efficiency of inbound and outbound operations cost-effectively
TABLE 38 MANAGED SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 39 MANAGED SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)

7 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE (Page No. – 101)
7.1 INTRODUCTION
7.1.1 ORGANIZATION SIZE: MARKET DRIVERS
7.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
FIGURE 32 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 40 MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 41 MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
7.2 SMALL AND MEDIUM-SIZED ENTERPRISES
7.2.1 ADOPTION OF DIGITAL SOLUTIONS TO AUTOMATE SEVERAL INTERNAL PROCESSES
TABLE 42 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 43 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
7.3 LARGE ENTERPRISES
7.3.1 CUSTOMER ENGAGEMENT SOLUTIONS FOR CONTINUING A DISTINGUISHABLE BRAND IDENTITY
TABLE 44 LARGE ENTERPRISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 45 LARGE ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)

8 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE (Page No. – 106)
    8.1 INTRODUCTION
8.1.1 DEPLOYMENT MODE: MARKET DRIVERS
8.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
FIGURE 33 CLOUD SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 46 MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 47 MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
8.2 CLOUD
8.2.1 CLOUD DEPLOYMENT OFFERS RISK MANAGEMENT AND SECURITY OPERATIONS THROUGH A SINGLE PROVIDER
TABLE 48 CLOUD: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 49 CLOUD: MARKET, BY REGION, 2022–2027 (USD MILLION)
8.3 ON-PREMISES
8.3.1 ON-PREMISES DEPLOYMENT OFFERS EFFICIENT CUSTOMER SERVICE
TABLE 50 ON-PREMISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 51 ON-PREMISES: MARKET, BY REGION, 2022–2027 (USD MILLION)

9 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL (Page No. – 112)
9.1 INTRODUCTION
9.1.1 VERTICAL: MARKET DRIVERS
9.1.2 VERTICAL: COVID-19 IMPACT
FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO GROW AT HIGHEST CAGR FROM 2022 TO 2027
TABLE 52 MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 53 MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
9.2.1 AUTOMATED CUSTOMER ONBOARDING AND AI-ENABLED CHATBOTS
TABLE 54 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 55 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.3 RETAIL & CONSUMER GOODS
9.3.1 INCREASE IN DIGITAL TRANSFORMATION AND CUSTOMER-CENTRIC APPROACH IN RETAIL
TABLE 56 RETAIL & CONSUMER GOODS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 57 RETAIL & CONSUMER GOODS: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.4 TELECOM & IT
9.4.1 NEED TO ENHANCE CUSTOMER EXPERIENCE TO GAIN A COMPETITIVE EDGE
TABLE 58 TELECOM & IT: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 59 TELECOM & IT: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.5 AUTOMOTIVE
9.5.1 ENHANCED CUSTOMER EXPERIENCE BY PROVIDING PERSONALIZED SOLUTIONS
TABLE 60 AUTOMOTIVE: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 61 AUTOMOTIVE: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.6 TRANSPORTATION & LOGISTICS
9.6.1 NEED TO PROVIDE QUICK SOLUTIONS TO CUSTOMERS’ QUERIES WITH MODERN CUSTOMER ENGAGEMENT SOLUTIONS
TABLE 62 TRANSPORTATION & LOGISTICS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 63 TRANSPORTATION & LOGISTICS: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.7 TRAVEL & HOSPITALITY
9.7.1 ADOPTION OF ARTIFICIAL INTELLIGENCE AND CHATBOTS FOR SMART ROOMS AND ROBOTS FOR HOUSEKEEPING PROMOTE TRAVEL & HOSPITALITY
TABLE 64 TRAVEL & HOSPITALITY: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 65 TRAVEL & HOSPITALITY: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.8 MEDIA & ENTERTAINMENT
9.8.1 MEDIA QUEST FOR ADVANCED ANALYTICS AND PERSONALIZED CONTENT
TABLE 66 MEDIA & ENTERTAINMENT: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 67 MEDIA & ENTERTAINMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.9 HEALTHCARE & LIFESCIENCES
9.9.1 INTELLIGENT OMNICHANNEL INTERACTIONS TO DRIVE HEALTHCARE & LIFESCIENCES VERTICAL
TABLE 68 HEALTHCARE & LIFESCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 69 HEALTHCARE & LIFESCIENCES: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.10 MANUFACTURING
9.10.1 SHIFTING FROM MANUAL TO DIGITAL END-TO-END SOLUTIONS TO BENEFIT MANUFACTURING VERTICAL
TABLE 70 MANUFACTURING: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 71 MANUFACTURING: MARKET, BY REGION, 2022–2027 (USD MILLION)
9.11 OTHER VERTICALS
TABLE 72 OTHER VERTICALS: MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 73 OTHER VERTICALS: MARKET, BY REGION, 2022–2027 (USD MILLION)

10 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION (Page No. – 127)
10.1 INTRODUCTION
10.1.1 COVID-19 IMPACT ON THE MARKET
TABLE 74 MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 75 MARKET, BY REGION, 2022–2027 (USD MILLION)
10.2 NORTH AMERICA
10.2.1 PESTLE ANALYSIS: NORTH AMERICA
FIGURE 35 NORTH AMERICA: MARKET SNAPSHOT
TABLE 76 NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 77 NORTH AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 78 NORTH AMERICA: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 79 NORTH AMERICA: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 80 NORTH AMERICA: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 81 NORTH AMERICA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 82 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 83 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 84 NORTH AMERICA: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 85 NORTH AMERICA: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 86 NORTH AMERICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 87 NORTH AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 88 NORTH AMERICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 89 NORTH AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
10.2.2 UNITED STATES
10.2.2.1 Presence of major players in the US to drive market growth
TABLE 90 UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 91 UNITED STATES: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 92 UNITED STATES: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 93 UNITED STATES: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 94 UNITED STATES: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 95 UNITED STATES: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 96 UNITED STATES: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 97 UNITED STATES: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 98 UNITED STATES: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 99 UNITED STATES: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 100 UNITED STATES: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 101 UNITED STATES: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.2.3 CANADA
10.2.3.1 Adoption of technologies such as AI and 5G increases customer engagement in Canada
TABLE 102 CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 103 CANADA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 104 CANADA: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 105 CANADA: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 106 CANADA: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 107 CANADA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 108 CANADA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 109 CANADA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 110 CANADA: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 111 CANADA: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 112 CANADA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 113 CANADA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.3 EUROPE
10.3.1 PESTLE ANALYSIS: EUROPE
TABLE 114 EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 115 EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 116 EUROPE: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 117 EUROPE: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 118 EUROPE: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 119 EUROPE: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 120 EUROPE: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 121 EUROPE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 122 EUROPE: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 123 EUROPE: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 124 EUROPE: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 125 EUROPE: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 126 EUROPE: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 127 EUROPE: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
10.3.2 UNITED KINGDOM
10.3.2.1 Adoption of a cloud-based platform in the UK to drive the customer engagement solutions market growth
TABLE 128 UNITED KINGDOM: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 129 UNITED KINGDOM: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 130 UNITED KINGDOM: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 131 UNITED KINGDOM: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 132 UNITED KINGDOM: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 133 UNITED KINGDOM: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 134 UNITED KINGDOM: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 135 UNITED KINGDOM: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 136 UNITED KINGDOM: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 137 UNITED KINGDOM: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 138 UNITED KINGDOM: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 139 UNITED KINGDOM: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.3.3 GERMANY
10.3.3.1 Omnichannel customer engagement strategy to drive the market growth in Germany
10.3.4 REST OF EUROPE
10.4 ASIA PACIFIC
10.4.1 PESTLE ANALYSIS: ASIA PACIFIC
FIGURE 36 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 140 ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 141 ASIA PACIFIC: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 142 ASIA PACIFIC: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 143 ASIA PACIFIC: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 144 ASIA PACIFIC: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 145 ASIA PACIFIC: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 146 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 147 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 148 ASIA PACIFIC: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 149 ASIA PACIFIC: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 150 ASIA PACIFIC: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 151 ASIA PACIFIC: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 152 ASIA PACIFIC: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 153 ASIA PACIFIC: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
10.4.2 INDIA
10.4.2.1 Adoption of the mobile phone-led consumer market to boost customer engagement solutions market in India
TABLE 154 INDIA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 155 INDIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 156 INDIA: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 157 INDIA: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 158 INDIA: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 159 INDIA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 160 INDIA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 161 INDIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 162 INDIA: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 163 INDIA: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 164 INDIA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 165 INDIA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.4.3 CHINA
10.4.3.1 Adoption of digitalization solutions to cut costs, improve client relations, and prolong a client life cycle in China
10.4.4 JAPAN
10.4.4.1 R&D capabilities and regulatory reforms by the government to drive growth in Japan
10.4.5 REST OF ASIA PACIFIC
10.5 MIDDLE EAST & AFRICA
10.5.1 PESTLE ANALYSIS: MIDDLE EAST & AFRICA
TABLE 166 MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 167 MIDDLE EAST & AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 168 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 169 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 170 MIDDLE EAST & AFRICA: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 171 MIDDLE EAST & AFRICA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 172 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 173 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 174 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 175 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 176 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 177 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 178 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 179 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
10.5.2 KINGDOM OF SAUDI ARABIA
10.5.2.1 Vision 2030 to create huge opportunities in the customer engagement solutions market
TABLE 180 KINGDOM OF SAUDI ARABIA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 181 KINGDOM OF SAUDI ARABIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 182 KINGDOM OF SAUDI ARABIA: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 183 KINGDOM OF SAUDI ARABIA: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 184 KINGDOM OF SAUDI ARABIA: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 185 KINGDOM OF SAUDI ARABIA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 186 KINGDOM OF SAUDI ARABIA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 187 KINGDOM OF SAUDI ARABIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 188 KINGDOM OF SAUDI ARABIA: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 189 KINGDOM OF SAUDI ARABIA: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 190 KINGDOM OF SAUDI ARABIA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 191 KINGDOM OF SAUDI ARABIA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.5.3 SOUTH AFRICA
10.5.3.1 Mobile-based subscriptions and computing deployments to bring growth to the market
10.5.4 REST OF THE MIDDLE EAST & AFRICA
10.6 LATIN AMERICA
10.6.1 PESTLE ANALYSIS: LATIN AMERICA
TABLE 192 LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 193 LATIN AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 194 LATIN AMERICA: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 195 LATIN AMERICA: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 196 LATIN AMERICA: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 197 LATIN AMERICA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 198 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 199 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 200 LATIN AMERICA: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 201 LATIN AMERICA: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 202 LATIN AMERICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 203 LATIN AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 204 LATIN AMERICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 205 LATIN AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
10.6.2 MEXICO
10.6.2.1 Digital transformation and adoption of mobile applications to drive growth in Mexico
TABLE 206 MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 207 MEXICO: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 208 MEXICO: MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)
TABLE 209 MEXICO: MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)
TABLE 210 MEXICO: MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)
TABLE 211 MEXICO: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
TABLE 212 MEXICO: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 213 MEXICO: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 214 MEXICO: MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)
TABLE 215 MEXICO: MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)
TABLE 216 MEXICO: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 217 MEXICO: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.6.3 BRAZIL
10.6.3.1 Higher use of the Internet and smartphones to drive market growth in Brazil
10.6.4 REST OF LATIN AMERICA

11 COMPETITIVE LANDSCAPE (Page No. – 186)
11.1 INTRODUCTION
11.2 RANKING OF LEADING PLAYERS
FIGURE 37 RANKING OF LEADING PLAYERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2022
11.3 HISTORICAL REVENUE ANALYSIS
FIGURE 38 HISTORICAL THREE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2019–2021 (USD MILLION)
11.4 COMPETITIVE OVERVIEW
TABLE 218 KEY DEVELOPMENTS BY LEADING PLAYERS IN THE MARKET
11.5 COMPANY PRODUCT FOOTPRINT ANALYSIS
TABLE 219 COMPANY PRODUCT FOOTPRINT
TABLE 220 COMPANY SOLUTION FOOTPRINT
TABLE 221 COMPANY VERTICAL FOOTPRINT
TABLE 222 COMPANY REGION FOOTPRINT
11.6 COMPANY EVALUATION QUADRANT
11.6.1 STARS
11.6.2 EMERGING LEADERS
11.6.3 PERVASIVE PLAYERS
11.6.4 PARTICIPANTS
FIGURE 39 KEY CUSTOMER ENGAGEMENT SOLUTIONS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022
11.7 STARTUP/SME EVALUATION QUADRANT
11.7.1 PROGRESSIVE COMPANIES
11.7.2 RESPONSIVE COMPANIES
11.7.3 DYNAMIC COMPANIES
11.7.4 STARTING BLOCKS
FIGURE 40 STARTUP/SME MARKET EVALUATION MATRIX, 2022
11.8 COMPETITIVE SCENARIO
11.8.1 PRODUCT LAUNCHES
TABLE 223 PRODUCT LAUNCHES, 2020–2021
11.8.2 DEALS
TABLE 224 DEALS, 2020–2022
11.8.3 OTHERS
TABLE 225 OTHERS, 2020–2021

12 COMPANY PROFILES (Page No. – 200)
12.1 MAJOR PLAYERS
(Business Overview, Products, Key Insights, Recent Developments, Response to COVID-19, MnM View)*
12.1.1 AVAYA
TABLE 226 AVAYA: BUSINESS OVERVIEW
FIGURE 41 AVAYA: FINANCIAL OVERVIEW
TABLE 227 AVAYA: PRODUCTS OFFERED
TABLE 228 AVAYA: PRODUCT LAUNCHES
TABLE 229 AVAYA: DEALS
12.1.2 NICE SYSTEMS
TABLE 230 NICE SYSTEMS: BUSINESS OVERVIEW
FIGURE 42 NICE SYSTEMS: FINANCIAL OVERVIEW
TABLE 231 NICE SYSTEMS: PRODUCTS OFFERED
TABLE 232 NICE SYSTEMS: PRODUCT LAUNCHES
TABLE 233 NICE SYSTEMS: DEALS
TABLE 234 NICE SYSTEMS: OTHERS
12.1.3 ORACLE
TABLE 235 ORACLE: BUSINESS OVERVIEW
FIGURE 43 ORACLE: FINANCIAL OVERVIEW
TABLE 236 ORACLE: PRODUCTS OFFERED
TABLE 237 ORACLE: DEALS
12.1.4 SALESFORCE
TABLE 238 SALESFORCE: BUSINESS OVERVIEW
FIGURE 44 SALESFORCE: FINANCIAL OVERVIEW
TABLE 239 SALESFORCE: PRODUCTS OFFERED
TABLE 240 SALESFORCE: DEALS
TABLE 241 SALESFORCE: OTHERS
12.1.5 SAP
TABLE 242 SAP: BUSINESS OVERVIEW
FIGURE 45 SAP: FINANCIAL OVERVIEW
TABLE 243 SAP: PRODUCTS OFFERED
TABLE 244 SAP: DEALS
12.1.6 IBM
TABLE 245 IBM: BUSINESS OVERVIEW
FIGURE 46 IBM: FINANCIAL OVERVIEW
TABLE 246 IBM: PRODUCTS OFFERED
TABLE 247 IBM: DEALS
12.1.7 MICROSOFT
TABLE 248 MICROSOFT: BUSINESS OVERVIEW
FIGURE 47 MICROSOFT: FINANCIAL OVERVIEW
TABLE 249 MICROSOFT: PRODUCTS OFFERED
TABLE 250 MICROSOFT: DEALS
12.1.8 ZENDESK
TABLE 251 ZENDESK: BUSINESS OVERVIEW
FIGURE 48 ZENDESK: FINANCIAL OVERVIEW
TABLE 252 ZENDESK: PRODUCTS OFFERED
TABLE 253 ZENDESK: DEALS
12.1.9 PEGASYSTEMS
TABLE 254 PEGASYSTEMS: BUSINESS OVERVIEW
FIGURE 49 PEGASYSTEMS: FINANCIAL OVERVIEW
TABLE 255 PEGASYSTEMS: PRODUCTS OFFERED
TABLE 256 PEGASYSTEMS: DEALS
12.1.10 SERVICENOW
TABLE 257 SERVICENOW: BUSINESS OVERVIEW
FIGURE 50 SERVICENOW: FINANCIAL OVERVIEW
TABLE 258 SERVICENOW: PRODUCTS OFFERED
TABLE 259 SERVICENOW: PRODUCT LAUNCHES
TABLE 260 SERVICENOW: DEALS
12.1.11 OPENTEXT
TABLE 261 OPENTEXT: BUSINESS OVERVIEW
FIGURE 51 OPENTEXT: FINANCIAL OVERVIEW
TABLE 262 OPENTEXT: PRODUCTS OFFERED
TABLE 263 OPENTEXT: DEALS
12.1.12 VERINT SYSTEMS
TABLE 264 VERINT SYSTEMS: BUSINESS OVERVIEW
FIGURE 52 VERINT SYSTEMS: FINANCIAL OVERVIEW
TABLE 265 VERINT SYSTEMS: PRODUCTS OFFERED
TABLE 266 VERINT SYSTEMS: DEALS
TABLE 267 VERINT SYSTEMS: OTHERS
12.1.13 EGAIN CORPORATION
TABLE 268 EGAIN CORPORATION: BUSINESS OVERVIEW
FIGURE 53 EGAIN CORPORATION: FINANCIAL OVERVIEW
TABLE 269 EGAIN CORPORATION: PRODUCTS OFFERED
TABLE 270 EGAIN CORPORATION: PRODUCT LAUNCHES
TABLE 271 EGAIN CORPORATION: DEALS
12.1.14 ENGHOUSE SYSTEMS
TABLE 272 ENGHOUSE SYSTEMS: BUSINESS OVERVIEW
FIGURE 54 ENGHOUSE SYSTEMS: FINANCIAL OVERVIEW
TABLE 273 ENGHOUSE SYSTEMS: PRODUCTS OFFERED
TABLE 274 ENGHOUSE SYSTEMS: DEALS
12.1.15 ALVARIA
12.1.16 GENESYS
12.1.17 FRESHWORKS
12.1.18 IFS-MPLSYSTEMS
12.1.19 CALABRIO
12.1.20 KHOROS
12.1.21 PRECISELY
12.2 STARTUPS/SMES
12.2.1 CREATIO
12.2.2 CRMNEXT
12.2.3 SUGARCRM
12.2.4 WEBENGAGE
12.2.5 UPSHOT
12.2.6 MOENGAGE
12.2.7 CHURNZERO
12.2.8 SENTIMETER

*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 (Page No. – 272)
     13.1 CUSTOMER EXPERIENCE MANAGEMENT MARKET
13.1.1 MARKET DEFINITION
13.1.2 MARKET OVERVIEW
13.1.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT
TABLE 275 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 276 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 277 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 278 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2021–2026 (USD MILLION)
13.1.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE
TABLE 279 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 280 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
13.1.5 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE
TABLE 281 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 282 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
13.1.6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
TABLE 283 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 284 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2021–2026 (USD MILLION)
13.1.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
TABLE 285 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2015–2020 (USD MILLION)
TABLE 286 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2021–2026 (USD MILLION)
13.2 CUSTOMER ANALYTICS MARKET
13.2.1 MARKET DEFINITION
13.2.2 MARKET OVERVIEW
13.2.3 CUSTOMER ANALYTICS MARKET, BY COMPONENT
TABLE 287 CUSTOMER ANALYTICS MARKET, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 288 SOLUTIONS MARKET, BY TYPE, 2018–2025 (USD MILLION)
TABLE 289 SERVICES MARKET, BY TYPE, 2018–2025 (USD MILLION)
TABLE 290 PROFESSIONAL SERVICES MARKET, BY TYPE, 2018–2025 (USD MILLION)
13.2.4 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE
TABLE 291 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
13.2.5 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE
TABLE 292 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
13.2.6 CUSTOMER ANALYTICS MARKET, BY APPLICATION
TABLE 293 CUSTOMER ANALYTICS MARKET, BY APPLICATION, 2018–2025 (USD MILLION)
13.2.7 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE
TABLE 294 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE, 2018–2025 (USD MILLION)
13.2.8 CUSTOMER ANALYTICS MARKET, BY VERTICAL
TABLE 295 CUSTOMER ANALYTICS MARKET, BY VERTICAL, 2018–2025 (USD MILLION)
13.2.9 CUSTOMER ANALYTICS MARKET, BY REGION
TABLE 296 CUSTOMER ANALYTICS MARKET, BY REGION, 2018–2025 (USD MILLION)
13.3 CUSTOMER SUCCESS PLATFORMS MARKET
13.3.1 MARKET DEFINITION
13.3.2 MARKET OVERVIEW
13.3.3 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT
TABLE 297 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 298 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT, 2019–2025 (USD MILLION)
TABLE 299 CUSTOMER SUCCESS PLATFORMS MARKET, BY SERVICE,  2015–2019 (USD MILLION)
TABLE 300 CUSTOMER SUCCESS PLATFORMS MARKET, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 301 PROFESSIONAL SERVICES MARKET, BY TYPE, 2015–2019 (USD MILLION)
TABLE 302 PROFESSIONAL SERVICES, BY TYPE, 2019–2025 (USD MILLION)
13.3.4 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION
TABLE 303 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 304 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION, 2019–2025 (USD MILLION)
13.3.5 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE
TABLE 305 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 306 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
13.3.6 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE
TABLE 307 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 308 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
13.3.7 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL
TABLE 309 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 310 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL, 2019–2025 (USD MILLION)
13.3.8 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION
TABLE 311 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION, 2015–2019 (USD MILLION)
TABLE 312 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION, 2019–2025 (USD MILLION)

14 APPENDIX (Page No. – 292)
     14.1 DISCUSSION GUIDE
14.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.3 AVAILABLE CUSTOMIZATIONS
14.4 RELATED REPORTS
14.5 AUTHOR DETAILS


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