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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

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

The global Customer engagement solutions market size is expected to grow from USD 19.3 billion in 2022 to USD 32.2 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 10.8% during the forecast period. Customer engagement solutions are helping companies widen their customer base, reduce customer churn rate, and increase customer retention. Thus, the increasing adoption of customer engagement solutions, owing to their benefits, is one of the most significant factors expected to drive the growth of the customer engagement solutions market across the globe during the forecast period.

In a short time, the COVID-19 outbreak has affected markets and customer behaviors and substantially impacted economies and societies. Healthcare, telecommunication, media and entertainment, utilities, and government verticals function day and night to stabilize conditions and facilitate prerequisite services to every individual. The telecom sector, in particular, is playing a vital role across the globe to support the digital infrastructure of countries amid the COVID-19 pandemic.

According to 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.
Table of Contents

1INTRODUCTION29
1.1STUDY OBJECTIVES29
1.2MARKET DEFINITION29
1.3STUDY SCOPE30
1.3.1MARKETS COVERED30
FIGURE 1CUSTOMER ENGAGEMENT SOLUTIONS MARKET SEGMENTATION30
1.3.2GEOGRAPHIC SCOPE30
FIGURE 2CUSTOMER ENGAGEMENT SOLUTIONS MARKET: GEOGRAPHIC SCOPE30
1.3.3INCLUSIONS AND EXCLUSIONS31
1.3.4YEARS CONSIDERED31
1.4CURRENCY31
TABLE 1USD EXCHANGE RATES, 2019–202132
1.5LIMITATIONS32
1.6SUMMARY OF CHANGES32
1.7STAKEHOLDERS33
2RESEARCH METHODOLOGY34
2.1RESEARCH DATA34
FIGURE 3CUSTOMER ENGAGEMENT SOLUTIONS MARKET: RESEARCH DESIGN35
2.1.1SECONDARY DATA36
2.1.1.1Secondary sources36
2.1.2PRIMARY DATA36
2.1.2.1Primary interviews with experts37
2.1.2.2List of key primary interview participants37
2.1.2.3Breakdown of primaries37
2.1.2.4Primary sources38
2.1.2.5Key industry insights38
2.2MARKET SIZE ESTIMATION39
2.2.1BOTTOM-UP APPROACH39
FIGURE 4BOTTOM-UP APPROACH39
FIGURE 5MARKET SIZE ESTIMATION METHODOLOGY, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CUSTOMER ENGAGEMENT SOLUTIONS MARKET40
2.2.2TOP-DOWN APPROACH40
FIGURE 6TOP-DOWN APPROACH41
2.2.3CUSTOMER ENGAGEMENT SOLUTIONS MARKET ESTIMATION:
DEMAND-SIDE ANALYSIS41
FIGURE 7MARKET SIZE ESTIMATION METHODOLOGY: DEMAND-SIDE ANALYSIS41
2.2.4CUSTOMER ENGAGEMENT SOLUTIONS MARKET ESTIMATION: SUPPLY-SIDE ANALYSIS42
FIGURE 8MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS42
2.2.5GROWTH FORECAST ASSUMPTIONS42
TABLE 2MARKET GROWTH ASSUMPTIONS42
2.3MARKET BREAKDOWN AND DATA TRIANGULATION43
FIGURE 9DATA TRIANGULATION43
2.4RESEARCH ASSUMPTIONS44
2.4.1RISK ASSESSMENT45
TABLE 3RISK ASSESSMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET45
3EXECUTIVE SUMMARY46
FIGURE 10CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2022–2027 (USD MILLION)46
FIGURE 11CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
2022 VS. 2027 (USD MILLION)47
FIGURE 12CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 2022 VS. 2027 (USD MILLION)47
FIGURE 13CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027 (USD MILLION)48
FIGURE 14CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2022 VS. 2027 (USD MILLION)48
FIGURE 15CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022 VS. 2027 (USD MILLION)49
4PREMIUM INSIGHTS50
4.1CUSTOMER ENGAGEMENT SOLUTIONS MARKET OVERVIEW50
FIGURE 16INCREASING USE OF E-COMMERCE AND M-COMMERCE PLATFORMS TO DRIVE MARKET GROWTH50
4.2NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTIONS AND SERVICES (2022)51
FIGURE 17OMNICHANNEL SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 202251
4.3GEOGRAPHICAL SNAPSHOT OF THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET52
FIGURE 18ASIA PACIFIC EXPECTED TO ACHIEVE HIGHEST GROWTH DURING FORECAST PERIOD52
5MARKET OVERVIEW AND INDUSTRY TRENDS53
5.1INTRODUCTION53
5.2MARKET DYNAMICS53
FIGURE 19DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET53
5.2.1DRIVERS54
5.2.1.1Rise in adoption of customer engagement solutions to reduce customer churn rate54
FIGURE 20MOST SIGNIFICANT RETAIL REVENUE DRIVERS, 202154
5.2.1.2Increase in use of eCommerce and mCommerce platforms55
5.2.1.3Greater focus on delivering enhanced omnichannel customer engagement55
FIGURE 21COMMUNICATION CHANNELS USED TO INITIATE CUSTOMER ENGAGEMENT, 202155
5.2.1.4Shift toward providing exclusive virtual experiences in the post-COVID-19 era56
5.2.2RESTRAINTS56
5.2.2.1Data synchronization between customer engagement solutions and other technologies56
5.2.2.2Personalized expectations of customers56
5.2.3OPPORTUNITIES56
5.2.3.1Increased applicability of Big Data and Machine Learning56
5.2.3.2Growth in investments in Artificial Intelligence (AI)57
5.2.3.3Surge in cross-selling and upselling activities57
5.2.3.4End-to-end business reorientation catalyzed by COVID-1957
5.2.4CHALLENGES57
5.2.4.1Managing security with multiple customer touchpoints57
5.2.4.2Choosing the proper mix of technology and personnel58
5.3IMPACT OF COVID-19 ON MARKET DYNAMICS58
5.3.1DRIVERS AND OPPORTUNITIES58
5.3.2RESTRAINTS AND CHALLENGES59
5.3.3CUMULATIVE GROWTH ANALYSIS59
5.4CUSTOMER ENGAGEMENT SOLUTIONS MARKET: SUPPLY CHAIN ANALYSIS60
FIGURE 22CUSTOMER ENGAGEMENT SOLUTIONS MARKET: SUPPLY CHAIN60
5.5ECOSYSTEM62
FIGURE 23CUSTOMER ENGAGEMENT SOLUTIONS MARKET: ECOSYSTEM62
TABLE 4CUSTOMER ENGAGEMENT SOLUTIONS MARKET: ECOSYSTEM62
5.6PRICING MODEL OF CUSTOMER ENGAGEMENT SOLUTIONS MARKET PLAYERS64
TABLE 5PRICING MODELS AND INDICATIVE PRICE POINTS, 2021–202264
5.7TECHNOLOGY ANALYSIS64
5.7.1INTRODUCTION64
5.7.2ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING64
5.7.3BLOCKCHAIN65
5.7.4AUGMENTED/VIRTUAL REALITY65
5.7.5INTERNET OF THINGS65
5.8CASE STUDY ANALYSIS66
5.8.1CASE STUDY 1: PETRIC USED AVAYA’S SOLUTION TO ENHANCE CUSTOMER SATISFACTION AND BUSINESS66
5.8.2CASE STUDY 2: WITH CONVERSATION INTELLIGENCE IN DYNAMICS 365 SALES, INVESTEC ENHANCED SALES CALLS67
5.8.3CASE STUDY 3: BANCO SANTANDER BRASIL DELIVERED EXCEPTIONAL CLIENT SERVICE AT SPEED WITH THE PEGA PLATFORM68
5.8.4CASE STUDY 4: CISCO DELIVERED STRONG DIGITAL CUSTOMER ENGAGEMENT WITH PEGA69
5.8.5CASE STUDY 5: THE CITY OF MESA OPTED FOR ASPECT UNIFIED IP SOLUTIONS FROM ALVARIA TO OFFER STRONG INTERACTION CHOICES70
5.8.6CASE STUDY 6: THE UNIVERSITY OF CALIFORNIA AT BERKELEY OFFERED EXCELLENT STUDENT SERVICES WITH SALESFORCE SERVICE CLOUD SOLUTION71
5.8.7CASE STUDY 7: SYNERGY ENTERPRISE ADOPTED THE FRESHSALES’ SOLUTION TO ENHANCE CUSTOMER ENGAGEMENT72
5.9REVENUE SHIFT FOR THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET73
FIGURE 24REVENUE IMPACT ON THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET73
5.10PATENT ANALYSIS73
5.10.1METHODOLOGY73
5.10.2DOCUMENT TYPES OF PATENTS73
TABLE 6PATENTS FILED, 2019–202273
5.10.3INNOVATION AND PATENT APPLICATIONS74
FIGURE 25TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2019–202174
5.10.3.1Top applicants74
FIGURE 26TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2019–202174
TABLE 7US: TOP TEN PATENT OWNERS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2019–202175
TABLE 8LIST OF A FEW PATENTS IN THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET, 2020–202175
5.11PORTER’S FIVE FORCES ANALYSIS76
TABLE 9CUSTOMER ENGAGEMENT SOLUTIONS MARKET: PORTER’S FIVE FORCES MODEL76
5.11.1THREAT OF NEW ENTRANTS76
5.11.2THREAT OF SUBSTITUTES76
5.11.3BARGAINING POWER OF BUYERS76
5.11.4BARGAINING POWER OF SUPPLIERS77
5.11.5DEGREE OF COMPETITION77
5.12REGULATORY LANDSCAPE77
5.12.1REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS77
TABLE 10NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS77
TABLE 11EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS78
TABLE 12ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS78
TABLE 13MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS79
TABLE 14LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS79

5.12.1.1North America79
5.12.1.1.1US79
5.12.1.1.2Canada79
5.12.1.2Europe80
5.12.1.3Asia Pacific80
5.12.1.3.1China80
5.12.1.3.2India80
5.12.1.3.3Australia80
5.12.1.3.4Japan80
5.12.1.4Middle East & Africa80
5.12.1.4.1Middle East81
5.12.1.4.2South Africa82
5.12.1.5Latin America82
5.12.1.5.1Brazil83
5.12.1.5.2Mexico83
5.13KEY STAKEHOLDERS & BUYING CRITERIA83
5.13.1KEY STAKEHOLDERS IN BUYING PROCESS83
FIGURE 27INFLUENCE OF STAKEHOLDERS IN THE BUYING PROCESS FOR THE TOP THREE END-USERS83
TABLE 15INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS FOR THE TOP THREE END-USERS84
5.13.2BUYING CRITERIA84
FIGURE 28KEY BUYING CRITERIA FOR THE TOP THREE END-USERS84
TABLE 16KEY BUYING CRITERIA FOR THE TOP 3 END USERS84
5.14KEY CONFERENCES & EVENTS IN 2022-202385
TABLE 17CUSTOMER ENGAGEMENT SOLUTIONS MARKET: DETAILED LIST OF CONFERENCES & EVENTS85
6CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT87
6.1INTRODUCTION88
6.1.1COMPONENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET DRIVERS88
6.1.2COMPONENT: COVID-19 IMPACT88
FIGURE 29SOLUTIONS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD89
TABLE 18CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
2016–2021 (USD MILLION)89
TABLE 19CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT,
2022–2027 (USD MILLION)89
6.2SOLUTIONS90
FIGURE 30ANALYTICS & REPORTING SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD90
TABLE 20CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2016–2021 (USD MILLION)90
TABLE 21CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022–2027 (USD MILLION)91
TABLE 22CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE,
2016–2021 (USD MILLION)91
TABLE 23CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE,
2022–2027 (USD MILLION)91
6.2.1OMNICHANNEL92
6.2.1.1Customer engagement solutions for seamless customer experience with an omnichannel approach92
TABLE 24OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)92
TABLE 25OMNICHANNEL: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)92
6.2.2WORKFORCE OPTIMIZATION93
6.2.2.1Increased employee efficiency maintaining the lowest possible operational cost93
TABLE 26WORKFORCE OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)93
TABLE 27WORKFORCE OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)93
6.2.3ROBOTIC PROCESS OPTIMIZATION94
6.2.3.1Automation of business processes to increase productivity and enhance customer experience94
TABLE 28ROBOTIC PROCESS OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)94
TABLE 29ROBOTIC PROCESS OPTIMIZATION: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)94
6.2.4ANALYTICS AND REPORTING95
6.2.4.1In-depth insights into customer activities to gain a competitive edge95
TABLE 30ANALYTICS AND REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)95
TABLE 31ANALYTICS AND REPORTING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)95
6.3SERVICES95
FIGURE 31MANAGED SERVICES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD96
TABLE 32CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE,
2016–2021 (USD MILLION)96
TABLE 33CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE,
2022–2027 (USD MILLION)96
TABLE 34SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)97
TABLE 35SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)97
6.3.1PROFESSIONAL SERVICES97
TABLE 36PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)98
TABLE 37PROFESSIONAL SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)98

6.3.1.1Integration and deployment services98
6.3.1.1.1Integration services aiding the smooth functioning of customer engagement solutions in highly complex network infrastructures98
6.3.1.2Support and maintenance services99
6.3.1.2.1Timely support and effective maintenance services to achieve business goals and objectives99
6.3.1.3Consulting services99
6.3.1.3.1To enhance performance, reduce risks, and achieve customer satisfaction99
6.3.2MANAGED SERVICES99
6.3.2.1Improve the efficiency of inbound and outbound operations cost-effectively99
TABLE 38MANAGED SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2016–2021 (USD MILLION)99
TABLE 39MANAGED SERVICES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)100
7CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE101
7.1INTRODUCTION102
7.1.1ORGANIZATION SIZE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET DRIVERS102
7.1.2ORGANIZATION SIZE: COVID-19 IMPACT102
FIGURE 32SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT EXPECTED TO GROW AT HIGHER CAGR DURING FORECAST PERIOD102
TABLE 40CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)103
TABLE 41CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)103
7.2SMALL AND MEDIUM-SIZED ENTERPRISES103
7.2.1ADOPTION OF DIGITAL SOLUTIONS TO AUTOMATE SEVERAL INTERNAL PROCESSES103
TABLE 42SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)104
TABLE 43SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)104
7.3LARGE ENTERPRISES105
7.3.1CUSTOMER ENGAGEMENT SOLUTIONS FOR CONTINUING A DISTINGUISHABLE BRAND IDENTITY105
TABLE 44LARGE ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2016–2021 (USD MILLION)105
TABLE 45LARGE ENTERPRISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)105

8CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE106
8.1INTRODUCTION107
8.1.1DEPLOYMENT MODE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET DRIVERS107
8.1.2DEPLOYMENT MODE: COVID-19 IMPACT107
FIGURE 33CLOUD SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD108
TABLE 46CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)108
TABLE 47CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)108
8.2CLOUD109
8.2.1CLOUD DEPLOYMENT OFFERS RISK MANAGEMENT AND SECURITY OPERATIONS THROUGH A SINGLE PROVIDER109
TABLE 48CLOUD: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2016–2021 (USD MILLION)109
TABLE 49CLOUD: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022–2027 (USD MILLION)110
8.3ON-PREMISES110
8.3.1ON-PREMISES DEPLOYMENT OFFERS EFFICIENT CUSTOMER SERVICE110
TABLE 50ON-PREMISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)110
TABLE 51ON-PREMISES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)111
9CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL112
9.1INTRODUCTION113
9.1.1VERTICAL: MARKET DRIVERS113
9.1.2VERTICAL: COVID-19 IMPACT113
FIGURE 34BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO GROW AT HIGHEST CAGR FROM 2022 TO 2027114
TABLE 52CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)115
TABLE 53CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2022–2027 (USD MILLION)115
9.2BANKING, FINANCIAL SERVICES, AND INSURANCE116
9.2.1AUTOMATED CUSTOMER ONBOARDING AND AI-ENABLED CHATBOTS116
TABLE 54BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)116
TABLE 55BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)116
9.3RETAIL & CONSUMER GOODS117
9.3.1INCREASE IN DIGITAL TRANSFORMATION AND CUSTOMER-CENTRIC APPROACH IN RETAIL117
TABLE 56RETAIL & CONSUMER GOODS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)117
TABLE 57RETAIL & CONSUMER GOODS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)117
9.4TELECOM & IT118
9.4.1NEED TO ENHANCE CUSTOMER EXPERIENCE TO GAIN A COMPETITIVE EDGE118
TABLE 58TELECOM & IT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)118
TABLE 59TELECOM & IT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)118
9.5AUTOMOTIVE119
9.5.1ENHANCED CUSTOMER EXPERIENCE BY PROVIDING PERSONALIZED SOLUTIONS119
TABLE 60AUTOMOTIVE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)119
TABLE 61AUTOMOTIVE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)119
9.6TRANSPORTATION & LOGISTICS120
9.6.1NEED TO PROVIDE QUICK SOLUTIONS TO CUSTOMERS’ QUERIES WITH MODERN CUSTOMER ENGAGEMENT SOLUTIONS120
TABLE 62TRANSPORTATION & LOGISTICS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)120
TABLE 63TRANSPORTATION & LOGISTICS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)121
9.7TRAVEL & HOSPITALITY121
9.7.1ADOPTION OF ARTIFICIAL INTELLIGENCE AND CHATBOTS FOR SMART ROOMS AND ROBOTS FOR HOUSEKEEPING PROMOTE TRAVEL & HOSPITALITY121
TABLE 64TRAVEL & HOSPITALITY: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2016–2021 (USD MILLION)122
TABLE 65TRAVEL & HOSPITALITY: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)122
9.8MEDIA & ENTERTAINMENT122
9.8.1MEDIA QUEST FOR ADVANCED ANALYTICS AND PERSONALIZED CONTENT122
TABLE 66MEDIA & ENTERTAINMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)123
TABLE 67MEDIA & ENTERTAINMENT: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)123
9.9HEALTHCARE & LIFESCIENCES123
9.9.1INTELLIGENT OMNICHANNEL INTERACTIONS TO DRIVE HEALTHCARE & LIFESCIENCES VERTICAL123
TABLE 68HEALTHCARE & LIFESCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)124
TABLE 69HEALTHCARE & LIFESCIENCES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)124
9.10MANUFACTURING124
9.10.1SHIFTING FROM MANUAL TO DIGITAL END-TO-END SOLUTIONS TO BENEFIT MANUFACTURING VERTICAL124
TABLE 70MANUFACTURING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2016–2021 (USD MILLION)125
TABLE 71MANUFACTURING: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)125
9.11OTHER VERTICALS125
TABLE 72OTHER VERTICALS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2016–2021 (USD MILLION)126
TABLE 73OTHER VERTICALS: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY REGION, 2022–2027 (USD MILLION)126
10CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION127
10.1INTRODUCTION128
10.1.1COVID-19 IMPACT ON THE CUSTOMER ENGAGEMENT SOLUTIONS MARKET128
TABLE 74CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2016–2021 (USD MILLION)128
TABLE 75CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2022–2027 (USD MILLION)129
10.2NORTH AMERICA129
10.2.1PESTLE ANALYSIS: NORTH AMERICA129
FIGURE 35NORTH AMERICA: MARKET SNAPSHOT131
TABLE 76NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2016–2021 (USD MILLION)131
TABLE 77NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)132
TABLE 78NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)132
TABLE 79NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)132
TABLE 80NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)132
TABLE 81NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)133
TABLE 82NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)133
TABLE 83NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)133
TABLE 84NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)133
TABLE 85NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)134
TABLE 86NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)134
TABLE 87NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)135
TABLE 88NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2016–2021 (USD MILLION)135
TABLE 89NORTH AMERICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2022–2027 (USD MILLION)135

10.2.2UNITED STATES136
10.2.2.1Presence of major players in the US to drive market growth136
TABLE 90UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2016–2021 (USD MILLION)136
TABLE 91UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)136
TABLE 92UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)136
TABLE 93UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)137
TABLE 94UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)137
TABLE 95UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)137
TABLE 96UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)137
TABLE 97UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)138
TABLE 98UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)138
TABLE 99UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)138
TABLE 100UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)139
TABLE 101UNITED STATES: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)139
10.2.3CANADA140
10.2.3.1Adoption of technologies such as AI and 5G increases customer engagement in Canada140
TABLE 102CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)140
TABLE 103CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)140
TABLE 104CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)140
TABLE 105CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)141
TABLE 106CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)141
TABLE 107CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)141
TABLE 108CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)141
TABLE 109CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)142
TABLE 110CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)142
TABLE 111CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)142
TABLE 112CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)143
TABLE 113CANADA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)143
10.3EUROPE144
10.3.1PESTLE ANALYSIS: EUROPE144
TABLE 114EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)145
TABLE 115EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)145
TABLE 116EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)145
TABLE 117EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)146
TABLE 118EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)146
TABLE 119EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)146
TABLE 120EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)146
TABLE 121EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)147
TABLE 122EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)147
TABLE 123EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)147
TABLE 124EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)148
TABLE 125EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)148
TABLE 126EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)149
TABLE 127EUROPE: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)149
10.3.2UNITED KINGDOM149
10.3.2.1Adoption of a cloud-based platform in the UK to drive the customer engagement solutions market growth149
TABLE 128UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2016–2021 (USD MILLION)150
TABLE 129UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)150
TABLE 130UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)150
TABLE 131UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)150
TABLE 132UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)151
TABLE 133UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)151
TABLE 134UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)151
TABLE 135UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)151
TABLE 136UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)152
TABLE 137UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)152
TABLE 138UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)152
TABLE 139UNITED KINGDOM: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)153
10.3.3GERMANY153
10.3.3.1Omnichannel customer engagement strategy to drive the market growth in Germany153
10.3.4REST OF EUROPE153
10.4ASIA PACIFIC154
10.4.1PESTLE ANALYSIS: ASIA PACIFIC154
FIGURE 36ASIA PACIFIC: MARKET SNAPSHOT156
TABLE 140ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2016–2021 (USD MILLION)156
TABLE 141ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)157
TABLE 142ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)157
TABLE 143ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)157
TABLE 144ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)157
TABLE 145ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)158
TABLE 146ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)158
TABLE 147ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)158
TABLE 148ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)158
TABLE 149ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)159
TABLE 150ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)159
TABLE 151ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)160
TABLE 152ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)160
TABLE 153ASIA PACIFIC: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)160

10.4.2INDIA161
10.4.2.1Adoption of the mobile phone-led consumer market to boost customer engagement solutions market in India161
TABLE 154INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)161
TABLE 155INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)161
TABLE 156INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)162
TABLE 157INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)162
TABLE 158INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)162
TABLE 159INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)162
TABLE 160INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)163
TABLE 161INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)163
TABLE 162INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)163
TABLE 163INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)163
TABLE 164INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)164
TABLE 165INDIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY VERTICAL,
2022–2027 (USD MILLION)164
10.4.3CHINA165
10.4.3.1Adoption of digitalization solutions to cut costs, improve client relations, and prolong a client life cycle in China165
10.4.4JAPAN165
10.4.4.1R&D capabilities and regulatory reforms by the government to drive growth in Japan165
10.4.5REST OF ASIA PACIFIC165
10.5MIDDLE EAST & AFRICA165
10.5.1PESTLE ANALYSIS: MIDDLE EAST & AFRICA166
TABLE 166MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2016–2021 (USD MILLION)167
TABLE 167MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)167
TABLE 168MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2016–2021 (USD MILLION)167
TABLE 169MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SOLUTION TYPE, 2022–2027 (USD MILLION)168
TABLE 170MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2016–2021 (USD MILLION)168
TABLE 171MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY SERVICE TYPE, 2022–2027 (USD MILLION)168
TABLE 172MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)168
TABLE 173MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)169
TABLE 174MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2016–2021 (USD MILLION)169
TABLE 175MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY DEPLOYMENT TYPE, 2022–2027 (USD MILLION)169
TABLE 176MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)170
TABLE 177MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)170
TABLE 178MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2016–2021 (USD MILLION)171
TABLE 179MIDDLE EAST & AFRICA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET,
BY COUNTRY, 2022–2027 (USD MILLION)171
10.5.2KINGDOM OF SAUDI ARABIA171
10.5.2.1Vision 2030 to create huge opportunities in the customer engagement solutions market171
TABLE 180KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)171
TABLE 181KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)172
TABLE 182KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2016–2021 (USD MILLION)172
TABLE 183KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SOLUTION TYPE, 2022–2027 (USD MILLION)172
TABLE 184KINGDOM OF SAUDI ARABIA: CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY SERVICE TYPE, 2016–2021 (USD MILLION)172
TABLE 185KINGDOM OF SAUDI ARABIA: C

Report Title: 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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