EXECUTIVE ENGAGEMENTS
POOL
36026
Number of executives repeatedly engaged by snail & email outreach
INTERACTIONS
2882
Interactions with Platform & by Email
PARTICIPANTS
721
Unique # Participated
VALIDATIONS
93
Responses Validated*
COMPANIES
18
Responses Validated*
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DATE
APR 2021
TABLES
105
PAGES
153
EDITION
8
PRICE
USD 4950
CODE
MCP11401
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HIGHLIGHTS & REPORT INDEX
Amid the COVID-19 crisis, the global market for Customer Engagement Solutions estimated at US$15.1 Billion in the year 2020, is projected to reach a revised size of US$27.8 Billion by 2027, growing at aCAGR of 9.1% over the period 2020-2027. Solutions, one of the segments analyzed in the report, is projected to record 9.7% CAGR and reach US$23.2 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Services segment is readjusted to a revised 6.6% CAGR for the next 7-year period.
The Customer Engagement Solutions market in the U.S. is estimated at US$4.5 Billion in the year 2020. China, the world`s second largest economy, is forecast to reach a projected market size of US$4.8 Billion by the year 2027 trailing a CAGR of 8.5% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 8.5% and 7.4% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 7.4% CAGR.
SELECT PLAYERS
Aspect Software, Inc.; Avaya, Inc.; Bpmonline; Calabrio, Inc.; Crmnext; eGain Corporation; Eptica; Freshworks Inc.; Genesys; IBM Corporation; Ifs-Mplsystems; Lithium Technologies, LLC.; Microsoft Corporation; NICE Systems Ltd.; Nuance Communications, Inc.; OpenText Corporation; Oracle Corporation; Pegasystems, Inc.; Pitney Bowes, Inc.; Salesforce.com, Inc.; SAP SE; ServiceNow, Inc.; SugarCRM, Inc.; Verint Systems, Inc.; Zendesk, Inc.
SEGMENTS
» Component (Solutions, Services) » Vertical (BFSI, Telecommunication, Retail & Consumer Goods, Other Verticals)
GEOGRAPHIES
» World » United States » Canada » Japan » China » Europe » France » Germany » Italy » United Kingdom » and Rest of Europe » Asia-Pacific » Rest of World
TABLE OF CONTENTS
| I. METHODOLOGY |
| II. EXECUTIVE SUMMARY |
| 1. MARKET OVERVIEW |
| Influencer Market Insights |
| World Market Trajectories |
| Impact of Covid-19 and a Looming Global Recession |
| 2. FOCUS ON SELECT PLAYERS |
| 3. MARKET TRENDS & DRIVERS |
| 4. GLOBAL MARKET PERSPECTIVE |
| World Current & Future Analysis for Customer Engagement Solutions by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for Customer Engagement Solutions by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for Customer Engagement Solutions by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2012, 2018 & 2027 |
| World Current & Future Analysis for Solutions by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for Solutions by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for Solutions by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027 |
| World Current & Future Analysis for Services by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for Services by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for Services by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027 |
| World Current & Future Analysis for BFSI by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for BFSI by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for BFSI by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027 |
| World Current & Future Analysis for Telecommunication by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for Telecommunication by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for Telecommunication by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027 |
| World Current & Future Analysis for Retail & Consumer Goods by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for Retail & Consumer Goods by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for Retail & Consumer Goods by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027 |
| World Current & Future Analysis for Other Verticals by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| World Historic Review for Other Verticals by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| World 15-Year Perspective for Other Verticals by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027 |
| III. MARKET ANALYSIS |
| UNITED STATES |
| USA Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| USA Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| USA 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| USA Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| USA Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| USA 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| CANADA |
| Canada Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Canada Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Canada 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Canada Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Canada Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Canada 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| JAPAN |
| Japan Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Japan Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Japan 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Japan Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Japan Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Japan 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| CHINA |
| China Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| China Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| China 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| China Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| China Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| China 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| EUROPE |
| Europe Current & Future Analysis for Customer Engagement Solutions by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2018 through 2027 and % CAGR |
| Europe Historic Review for Customer Engagement Solutions by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Europe 15-Year Perspective for Customer Engagement Solutions by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2012, 2018 & 2027 |
| Europe Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Europe Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Europe 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Europe Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Europe Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Europe 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| FRANCE |
| France Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| France Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| France 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| France Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| France Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| France 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| GERMANY |
| Germany Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Germany Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Germany 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Germany Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Germany Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Germany 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| ITALY |
| Italy Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Italy Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Italy 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Italy Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Italy Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Italy 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| UNITED KINGDOM |
| UK Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| UK Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| UK 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| UK Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| UK Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| UK 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| REST OF EUROPE |
| Rest of Europe Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Rest of Europe Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Rest of Europe 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Rest of Europe Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Rest of Europe Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Rest of Europe 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| ASIA-PACIFIC |
| Asia-Pacific Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Asia-Pacific Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Asia-Pacific 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Asia-Pacific Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Asia-Pacific Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Asia-Pacific 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| REST OF WORLD |
| Rest of World Current & Future Analysis for Customer Engagement Solutions by Component - Solutions and Services - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Rest of World Historic Review for Customer Engagement Solutions by Component - Solutions and Services Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Rest of World 15-Year Perspective for Customer Engagement Solutions by Component - Percentage Breakdown of Value Sales for Solutions and Services for the Years 2012, 2018 & 2027 |
| Rest of World Current & Future Analysis for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals - Independent Analysis of Annual Sales in US$ Million for the Years 2018 through 2027 and % CAGR |
| Rest of World Historic Review for Customer Engagement Solutions by Vertical - BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2017 and % CAGR |
| Rest of World 15-Year Perspective for Customer Engagement Solutions by Vertical - Percentage Breakdown of Value Sales for BFSI, Telecommunication, Retail & Consumer Goods and Other Verticals for the Years 2012, 2018 & 2027 |
| IV. COMPETITION |
| Total Companies Profiled: 18 |
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