Customer Engagement Solutions

Global Market Trajectory & Analytics

MCP11401

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


COMPETITIVE METRICS

COMPANY

D S N T

% *

7twenty

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ACCENT Marketing Services

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Acidaes Solutions Pvt. Ltd. - CRMnext

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Active Associate

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Advanced Chat Solutions

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Alientech.com

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Annik

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Aria Solutions

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Aspect Software, Inc.

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Avaya, Inc.

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SUBMIT
* D = Dominant; S = Strong; N = Niche; T = Trivial
* Validated respondents are incentivized with cluster data
Note: Best viewed in Landscape Mode
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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

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
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
Total Companies Profiled: 18

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