Table of Content

"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, 2019–2021    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, 2022–2027 (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, 2021–2022    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 AVAYA’S 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, 2019–2022    73
5.10.3    INNOVATION AND PATENT APPLICATIONS    74
FIGURE 25    TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2019–2021    74
5.10.3.1    Top applicants    74
FIGURE 26    TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2019–2021    74
TABLE 7    US: TOP TEN PATENT OWNERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2019–2021    75
TABLE 8    LIST OF A FEW PATENTS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2020–2021    75
5.11    PORTER’S FIVE FORCES ANALYSIS    76
TABLE 9    CUSTOMER ENGAGEMENT SOLUTIONS MARKET: PORTER’S 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

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,
2016–2021 (USD MILLION)    89
TABLE 19    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
2022–2027 (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,
2016–2021 (USD MILLION)    90
TABLE 21    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022–2027 (USD MILLION)    91
TABLE 22    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE,
2016–2021 (USD MILLION)    91
TABLE 23    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE,
2022–2027 (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, 2016–2021 (USD MILLION)    92
TABLE 25    OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    93
TABLE 27    WORKFORCE OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    94
TABLE 29    ROBOTIC PROCESS OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    95
TABLE 31    ANALYTICS AND REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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,
2016–2021 (USD MILLION)    96
TABLE 33    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE,
2022–2027 (USD MILLION)    96
TABLE 34    SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)    97
TABLE 35    SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)    97
6.3.1    PROFESSIONAL SERVICES    97
TABLE 36    PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)    98
TABLE 37    PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)    98

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, 2016–2021 (USD MILLION)    99
TABLE 39    MANAGED SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    103
TABLE 41    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (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, 2016–2021 (USD MILLION)    104
TABLE 43    SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    105
TABLE 45    LARGE ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)    105

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, 2016–2021 (USD MILLION)    108
TABLE 47    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 2022–2027 (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,
2016–2021 (USD MILLION)    109
TABLE 49    CLOUD: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022–2027 (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, 2016–2021 (USD MILLION)    110
TABLE 51    ON-PREMISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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,
2016–2021 (USD MILLION)    115
TABLE 53    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2022–2027 (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, 2016–2021 (USD MILLION)    116
TABLE 55    BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    117
TABLE 57    RETAIL & CONSUMER GOODS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    118
TABLE 59    TELECOM & IT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    119
TABLE 61    AUTOMOTIVE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    120
TABLE 63    TRANSPORTATION & LOGISTICS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    122
TABLE 65    TRAVEL & HOSPITALITY: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    123
TABLE 67    MEDIA & ENTERTAINMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    124
TABLE 69    HEALTHCARE & LIFESCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (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, 2016–2021 (USD MILLION)    125
TABLE 71    MANUFACTURING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)    125
9.11    OTHER VERTICALS    125
TABLE 72    OTHER VERTICALS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2016–2021 (USD MILLION)    126
TABLE 73    OTHER VERTICALS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (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,
2016–2021 (USD MILLION)    128
TABLE 75    CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022–2027 (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, 2016–2021 (USD MILLION)    131
TABLE 77    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)    132
TABLE 78    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)    132
TABLE 79    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)    132
TABLE 80    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)    132
TABLE 81    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)    133
TABLE 82    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    133
TABLE 83    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    133
TABLE 84    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    133
TABLE 85    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    134
TABLE 86    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)    134
TABLE 87    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)    135
TABLE 88    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2016–2021 (USD MILLION)    135
TABLE 89    NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2022–2027 (USD MILLION)    135

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, 2016–2021 (USD MILLION)    136
TABLE 91    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)    136
TABLE 92    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)    136
TABLE 93    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)    137
TABLE 94    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    137
TABLE 95    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    137
TABLE 96    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    137
TABLE 97    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    138
TABLE 98    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    138
TABLE 99    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    138
TABLE 100    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)    139
TABLE 101    UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (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, 2016–2021 (USD MILLION)    140
TABLE 103    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)    140
TABLE 104    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)    140
TABLE 105    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)    141
TABLE 106    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    141
TABLE 107    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    141
TABLE 108    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    141
TABLE 109    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    142
TABLE 110    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    142
TABLE 111    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    142
TABLE 112    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)    143
TABLE 113    CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)    143
10.3    EUROPE    144
10.3.1    PESTLE ANALYSIS: EUROPE    144
TABLE 114    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)    145
TABLE 115    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)    145
TABLE 116    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)    145
TABLE 117    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)    146
TABLE 118    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    146
TABLE 119    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    146
TABLE 120    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    146
TABLE 121    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    147
TABLE 122    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    147
TABLE 123    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    147
TABLE 124    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)    148
TABLE 125    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)    148
TABLE 126    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)    149
TABLE 127    EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2022–2027 (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, 2016–2021 (USD MILLION)    150
TABLE 129    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)    150
TABLE 130    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)    150
TABLE 131    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)    150
TABLE 132    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)    151
TABLE 133    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)    151
TABLE 134    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    151
TABLE 135    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    151
TABLE 136    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    152
TABLE 137    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    152
TABLE 138    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)    152
TABLE 139    UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (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, 2016–2021 (USD MILLION)    156
TABLE 141    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)    157
TABLE 142    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)    157
TABLE 143    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)    157
TABLE 144    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    157
TABLE 145    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    158
TABLE 146    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    158
TABLE 147    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    158
TABLE 148    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    158
TABLE 149    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    159
TABLE 150    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)    159
TABLE 151    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)    160
TABLE 152    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)    160
TABLE 153    ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)    160

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, 2016–2021 (USD MILLION)    161
TABLE 155    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)    161
TABLE 156    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)    162
TABLE 157    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)    162
TABLE 158    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    162
TABLE 159    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    162
TABLE 160    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    163
TABLE 161    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    163
TABLE 162    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    163
TABLE 163    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    163
TABLE 164    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)    164
TABLE 165    INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2022–2027 (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, 2016–2021 (USD MILLION)    167
TABLE 167    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)    167
TABLE 168    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)    167
TABLE 169    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)    168
TABLE 170    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)    168
TABLE 171    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)    168
TABLE 172    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    168
TABLE 173    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    169
TABLE 174    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    169
TABLE 175    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    169
TABLE 176    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)    170
TABLE 177    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)    170
TABLE 178    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2016–2021 (USD MILLION)    171
TABLE 179    MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2022–2027 (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, 2016–2021 (USD MILLION)    171
TABLE 181    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)    172
TABLE 182    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)    172
TABLE 183    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)    172
TABLE 184    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    172
TABLE 185    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    173
TABLE 186    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    173
TABLE 187    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    173
TABLE 188    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    173
TABLE 189    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    174
TABLE 190    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)    174
TABLE 191    KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (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, 2016–2021 (USD MILLION)    177
TABLE 193    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)    177
TABLE 194    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)    178
TABLE 195    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)    178
TABLE 196    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)    178
TABLE 197    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)    178
TABLE 198    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    179
TABLE 199    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    179
TABLE 200    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    179
TABLE 201    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    179
TABLE 202    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)    180
TABLE 203    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)    180
TABLE 204    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2016–2021 (USD MILLION)    181
TABLE 205    LATIN AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2022–2027 (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, 2016–2021 (USD MILLION)    182
TABLE 207    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)    182
TABLE 208    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)    182
TABLE 209    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)    182
TABLE 210    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)    183
TABLE 211    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)    183
TABLE 212    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    183
TABLE 213    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    183
TABLE 214    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)    184
TABLE 215    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)    184
TABLE 216    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)    184
TABLE 217    MEXICO: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (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,
2019–2021 (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

11.8    COMPETITIVE SCENARIO    196
11.8.1    PRODUCT LAUNCHES    196
TABLE 223    PRODUCT LAUNCHES, 2020–2021    197
11.8.2    DEALS    197
TABLE 224    DEALS, 2020–2022    197
11.8.3    OTHERS    199
TABLE 225    OTHERS, 2020–2021    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

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,
2015–2020 (USD MILLION)    273
TABLE 276    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT,
2021–2026 (USD MILLION)    273
TABLE 277    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE,
2015–2020 (USD MILLION)    273
TABLE 278    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE,
2021–2026 (USD MILLION)    273
13.1.4    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE    274
TABLE 279    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)    274
TABLE 280    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)    274
13.1.5    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE    274
TABLE 281    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)    275
TABLE 282    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)    275
13.1.6    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL    275
TABLE 283    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
2015–2020 (USD MILLION)    275
TABLE 284    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
2021–2026 (USD MILLION)    276
13.1.7    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION    276
TABLE 285    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2015–2020 (USD MILLION)    276
TABLE 286    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2021–2026 (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,
2018–2025 (USD MILLION)    278
TABLE 288    SOLUTIONS MARKET, BY TYPE, 2018–2025 (USD MILLION)    278
TABLE 289    SERVICES MARKET, BY TYPE, 2018–2025 (USD MILLION)    278
TABLE 290    PROFESSIONAL SERVICES MARKET, BY TYPE, 2018–2025 (USD MILLION)    279
13.2.4    CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE    279
TABLE 291    CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE,
2018–2025 (USD MILLION)    279
13.2.5    CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE    279
TABLE 292    CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE,
2018–2025 (USD MILLION)    280
13.2.6    CUSTOMER ANALYTICS MARKET, BY APPLICATION    280
TABLE 293    CUSTOMER ANALYTICS MARKET, BY APPLICATION,
2018–2025 (USD MILLION)    281
13.2.7    CUSTOMER ANALYTICS MARKET, BY DATA SOURCE    281
TABLE 294    CUSTOMER ANALYTICS MARKET, BY DATA SOURCE,
2018–2025 (USD MILLION)    281
13.2.8    CUSTOMER ANALYTICS MARKET, BY VERTICAL    282
TABLE 295    CUSTOMER ANALYTICS MARKET, BY VERTICAL, 2018–2025 (USD MILLION)    282
13.2.9    CUSTOMER ANALYTICS MARKET, BY REGION    283
TABLE 296    CUSTOMER ANALYTICS MARKET, BY REGION, 2018–2025 (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,
2015–2019 (USD MILLION)    284
TABLE 298    CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT,
2019–2025 (USD MILLION)    284
TABLE 299    CUSTOMER SUCCESS PLATFORMS MARKET, BY SERVICE,
 2015–2019 (USD MILLION)    284
TABLE 300    CUSTOMER SUCCESS PLATFORMS MARKET, BY SERVICE,
2019–2025 (USD MILLION)    285
TABLE 301    PROFESSIONAL SERVICES MARKET, BY TYPE, 2015–2019 (USD MILLION)    285
TABLE 302    PROFESSIONAL SERVICES, BY TYPE, 2019–2025 (USD MILLION)    285
13.3.4    CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION    286
TABLE 303    CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION,
2015–2019 (USD MILLION)    286
TABLE 304    CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION,
2019–2025 (USD MILLION)    287
13.3.5    CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE    287
TABLE 305    CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE,
2015–2019 (USD MILLION)    287
TABLE 306    CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE,
2019–2025 (USD MILLION)    287
13.3.6    CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE    288
TABLE 307    CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE,
2015–2019 (USD MILLION)    288
TABLE 308    CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE,
2019–2025 (USD MILLION)    288
13.3.7    CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL    289
TABLE 309    CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL,
2015–2019 (USD MILLION)    289
TABLE 310    CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL,
2019–2025 (USD MILLION)    290
13.3.8    CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION    290
TABLE 311    CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION,
2015–2019 (USD MILLION)    291
TABLE 312    CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION,
2019–2025 (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"