サマリー

カスタマーエンゲージメントソリューションの世界市場規模は、2022年の193億米ドルから2027年には322億米ドルに拡大し、予測期間中の年平均成長率（CAGR）は10.8%と予測されています。カスタマーエンゲージメントソリューションは、企業の顧客基盤の拡大、顧客解約率の低減、顧客維持率の向上に役立っています。このように、カスタマーエンゲージメントソリューションの利点による採用の増加は、予測期間中に世界中でカスタマーエンゲージメントソリューション市場の成長を促進すると予想される最も重要な要因の1つである。
短期間のうちに、COVID-19の発生は市場や顧客の行動に影響を与え、経済や社会に大きな影響を与えました。医療、通信、メディア・娯楽、公共事業、政府の各業界は、状況を安定させ、一人ひとりに必要なサービスを提供するために日夜活動しています。特に電気通信部門は、COVID-19が流行する中、各国のデジタルインフラを支えるために世界中で重要な役割を担っている。
富士通のグローバル・デジタルトランスフォーメーション調査によると、オフラインの組織はより多くのダメージを受け、オンラインの組織はオンライン需要の伸びと収益の増加を目撃しました。オンライン組織のビジネスリーダーの69％は、2020年に事業収益の増加を目撃したと回答しています。一方、オフラインの組織では53％が収益の減少を目の当たりにした。
予測期間中、アナリティクスおよびレポーティングソリューションのセグメントのCAGRが高くなる
企業が提供する顧客エンゲージメント分析ソリューションにより、企業は顧客の活動に関する深い洞察を得ることができ、顧客ロイヤルティの向上と売上高の増加に貢献する。また、顧客対応に人工知能を活用できるようになり、組織がパーソナライズされたソリューションを提供できるようになる。IBM（米国）、Microsoft（米国）、Salesforce（米国）、Zendesk（米国）などが、分析・レポートソリューションの主要プロバイダーとして名を連ねている。
予測期間中、大企業の市場規模が拡大すると予測される
小売業者 大企業は、競争環境の中で目立つために、顧客エンゲージメントのための新しい戦略的アプローチを採用しています。ブランドは、パーソナライズされた昼夜を問わないセルフサービスサポートを顧客に提供しようとする企業にとって、ますます新しいツールであるAI搭載のチャットボットを選択している。
地域別では、APACが予測期間中に高いCAGRを維持する
APACにおけるカスタマーエンゲージメントソリューション市場の成長は、同地域の企業の急速なデジタル化によって大きく後押しされています。APAC地域の企業は、主に業務の効率化とカスタマーエクスペリエンスの向上を目的としたデジタルトランスフォーメーションに難なく取り組んでいます。また、企業のサービスをオンラインで利用したいという顧客ニーズの高まりに対応するため、ソフトウェアへの支出も増加すると予想されます。したがって、このような技術への急速な投資と顧客へのオンラインサービスの提供は、APACにおける顧客エンゲージメントソリューション市場の成長を促進すると期待されます。

プライマリーの内訳
Customer engagement solutions市場で事業を展開する様々な主要組織のCEO（Chief Executive Officer）、イノベーションおよびテクノロジーディレクター、システムインテグレーター、経営幹部に対して詳細なインタビューを実施した。
企業別ではティアI：18％、ティアII：9％、ティアIII：73
役職別Cレベルエグゼクティブ9%、取締役:18％、その他73%
地域別北米：55％、欧州：9％、APAC:36%
本レポートでは、顧客エンゲージメントソリューションのソリューションやサービスを提供する主要企業の調査も行っています。顧客エンゲージメントソリューションの世界市場における主要ベンダーのプロフィールを掲載しています。カスタマーエンゲージメントソリューションの世界市場における主要ベンダーは、Avaya（米国）、IBM（米国）、Microsoft（米国）、NICE Systems（イスラエル）、Oracle（米国）、Salesforce（米国）、SAP（ドイツ）、Zendesk（米国）、Pegasystems（米国）、ServiceNow（米国）、Open Text（カナダ）、Precisely（米国）、Verint Systems（米国）。eGain Corporation（米国）、Enghouse Systems（米国）、Alvaria（米国）、Genesys（米国）、Freshworks（カリフォルニア）、IFS-mplsystems（スウェーデン）、Calabrio（米国）、Khoros（米国）、Creatio（米国）、CRMNEXT（カリフォルニア）、SugarCRM（カナダ）、WebEngage（インド）、Upshot（テキサス）、Moenage（米国）、ChurnZero（米国）、Sentimeter（米国）。

調査対象範囲
本調査は、顧客エンゲージメントソリューション市場をセグメント別にカバーしています。コンポーネント、展開モード、組織規模、垂直方向、地域など、さまざまなセグメントにおける市場規模や成長性を推定することを目的としています。また、市場の主要企業の詳細な競合分析、企業プロファイル、製品および事業提供に関する主な見解、最近の開発、主要な市場戦略についても記載しています。
本レポートを購入する主な利点
本レポートは、顧客エンゲージメントソリューション市場全体とそのサブセグメントに関する収益数の最も近い概算に関する情報を、同市場の市場リーダー/新規参入者に提供するものと思われます。利害関係者が競争環境を理解し、自社のビジネスを位置づけ、適切な市場参入戦略を計画するためのより良い洞察を得るのに役立つだろう。また、利害関係者が市場の脈動を理解するのに役立ち、主要な市場促進要因、阻害要因、課題、機会に関する情報を提供します。

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目次

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