I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW
Global Competitor Market Shares
Customer Self-Service Software Competitor Market Share Scenario
Worldwide (in %): 2019 & 2025
Impact of Covid-19 and a Looming Global Recession

2. FOCUS ON SELECT PLAYERS

3. MARKET TRENDS & DRIVERS

4. GLOBAL MARKET PERSPECTIVE
Table 1: World Current & Future Analysis for Customer
Self-Service Software 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
2020 through 2027

Table 2: World Historic Review for Customer Self-Service
Software 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
2019

Table 3: World 15-Year Perspective for Customer Self-Service
Software by Geographic Region - Percentage Breakdown of Value
Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and
Rest of World Markets for Years 2012, 2020 & 2027

Table 4: World Current & Future Analysis for Healthcare 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 2020 through 2027

Table 5: World Historic Review for Healthcare 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 2019

Table 6: World 15-Year Perspective for Healthcare by Geographic
Region - Percentage Breakdown of Value Sales for USA, Canada,
Japan, China, Europe, Asia-Pacific and Rest of World for Years
2012, 2020 & 2027

Table 7: 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 2020 through 2027

Table 8: 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 2019

Table 9: 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, 2020 & 2027

Table 10: World Current & Future Analysis for Retail 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 2020 through 2027

Table 11: World Historic Review for Retail 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 2019

Table 12: World 15-Year Perspective for Retail by Geographic
Region - Percentage Breakdown of Value Sales for USA, Canada,
Japan, China, Europe, Asia-Pacific and Rest of World for Years
2012, 2020 & 2027

Table 13: World Current & Future Analysis for Government 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 2020 through 2027

Table 14: World Historic Review for Government 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 2019

Table 15: World 15-Year Perspective for Government by
Geographic Region - Percentage Breakdown of Value Sales for
USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of
World for Years 2012, 2020 & 2027

Table 16: World Current & Future Analysis for IT and
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
2020 through 2027

Table 17: World Historic Review for IT and 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 2019

Table 18: World 15-Year Perspective for IT and
Telecommunication by Geographic Region - Percentage Breakdown
of Value Sales for USA, Canada, Japan, China, Europe,
Asia-Pacific and Rest of World for Years 2012, 2020 & 2027

Table 19: World Current & Future Analysis for Other End-Uses 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 2020 through 2027

Table 20: World Historic Review for Other End-Uses 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 2019

Table 21: World 15-Year Perspective for Other End-Uses by
Geographic Region - Percentage Breakdown of Value Sales for
USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of
World for Years 2012, 2020 & 2027

Table 22: World Current & Future Analysis for Cloud 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 2020 through 2027

Table 23: World Historic Review for Cloud 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 2019

Table 24: World 15-Year Perspective for Cloud by Geographic
Region - Percentage Breakdown of Value Sales for USA, Canada,
Japan, China, Europe, Asia-Pacific and Rest of World for Years
2012, 2020 & 2027

Table 25: World Current & Future Analysis for On-premise 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 2020 through 2027

Table 26: World Historic Review for On-premise 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 2019

Table 27: World 15-Year Perspective for On-premise by
Geographic Region - Percentage Breakdown of Value Sales for
USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of
World for Years 2012, 2020 & 2027

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES
Market Facts & Figures
US Customer Self-Service Software Market Share (in %) by
Company: 2019 & 2025
Market Analytics
Table 28: USA Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 29: USA Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 30: USA 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 31: USA Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 32: USA Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 33: USA 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

CANADA
Table 34: Canada Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 35: Canada Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 36: Canada 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 37: Canada Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 38: Canada Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 39: Canada 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

JAPAN
Table 40: Japan Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 41: Japan Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 42: Japan 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 43: Japan Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 44: Japan Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 45: Japan 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

CHINA
Table 46: China Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 47: China Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 48: China 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 49: China Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 50: China Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 51: China 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

EUROPE
Market Facts & Figures
European Customer Self-Service Software Market: Competitor
Market Share Scenario (in %) for 2019 & 2025
Market Analytics
Table 52: Europe Current & Future Analysis for Customer
Self-Service Software by Geographic Region - France, Germany,
Italy, UK and Rest of Europe Markets - Independent Analysis of
Annual Sales in US$ Million for Years 2020 through 2027

Table 53: Europe Historic Review for Customer Self-Service
Software by Geographic Region - France, Germany, Italy, UK and
Rest of Europe Markets - Independent Analysis of Annual Sales
in US$ Million for Years 2012 through 2019

Table 54: Europe 15-Year Perspective for Customer Self-Service
Software by Geographic Region - Percentage Breakdown of Value
Sales for France, Germany, Italy, UK and Rest of Europe Markets
for Years 2012, 2020 & 2027

Table 55: Europe Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 56: Europe Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 57: Europe 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 58: Europe Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 59: Europe Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 60: Europe 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

FRANCE
Table 61: France Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 62: France Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 63: France 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 64: France Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 65: France Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 66: France 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

GERMANY
Table 67: Germany Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 68: Germany Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 69: Germany 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 70: Germany Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 71: Germany Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 72: Germany 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

ITALY
Table 73: Italy Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 74: Italy Historic Review for Customer Self-Service
Software by End-Use - Healthcare, BFSI, Retail, Government, IT
and Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 75: Italy 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 76: Italy Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 77: Italy Historic Review for Customer Self-Service
Software by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 78: Italy 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

UNITED KINGDOM
Table 79: UK Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 80: UK Historic Review for Customer Self-Service Software
by End-Use - Healthcare, BFSI, Retail, Government, IT and
Telecommunication and Other End-Uses Markets - Independent
Analysis of Annual Sales in US$ Million for Years 2012 through
2019

Table 81: UK 15-Year Perspective for Customer Self-Service
Software by End-Use - Percentage Breakdown of Value Sales for
Healthcare, BFSI, Retail, Government, IT and Telecommunication
and Other End-Uses for the Years 2012, 2020 & 2027

Table 82: UK Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 83: UK Historic Review for Customer Self-Service Software
by Deployment Model - Cloud and On-premise Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 84: UK 15-Year Perspective for Customer Self-Service
Software by Deployment Model - Percentage Breakdown of Value
Sales for Cloud and On-premise for the Years 2012, 2020 & 2027

REST OF EUROPE
Table 85: Rest of Europe Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 86: Rest of Europe Historic Review for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 87: Rest of Europe 15-Year Perspective for Customer
Self-Service Software by End-Use - Percentage Breakdown of
Value Sales for Healthcare, BFSI, Retail, Government, IT and
Telecommunication and Other End-Uses for the Years 2012, 2020 &
2027

Table 88: Rest of Europe Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 89: Rest of Europe Historic Review for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise Markets - Independent Analysis of Annual Sales in
US$ Million for Years 2012 through 2019

Table 90: Rest of Europe 15-Year Perspective for Customer
Self-Service Software by Deployment Model - Percentage
Breakdown of Value Sales for Cloud and On-premise for the Years
2012, 2020 & 2027

ASIA-PACIFIC
Table 91: Asia-Pacific Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 92: Asia-Pacific Historic Review for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 93: Asia-Pacific 15-Year Perspective for Customer
Self-Service Software by End-Use - Percentage Breakdown of
Value Sales for Healthcare, BFSI, Retail, Government, IT and
Telecommunication and Other End-Uses for the Years 2012, 2020 &
2027

Table 94: Asia-Pacific Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 95: Asia-Pacific Historic Review for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise Markets - Independent Analysis of Annual Sales in
US$ Million for Years 2012 through 2019

Table 96: Asia-Pacific 15-Year Perspective for Customer
Self-Service Software by Deployment Model - Percentage
Breakdown of Value Sales for Cloud and On-premise for the Years
2012, 2020 & 2027

REST OF WORLD
Table 97: Rest of World Current & Future Analysis for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses -
Independent Analysis of Annual Sales in US$ Million for the
Years 2020 through 2027

Table 98: Rest of World Historic Review for Customer
Self-Service Software by End-Use - Healthcare, BFSI, Retail,
Government, IT and Telecommunication and Other End-Uses Markets -
Independent Analysis of Annual Sales in US$ Million for Years
2012 through 2019

Table 99: Rest of World 15-Year Perspective for Customer
Self-Service Software by End-Use - Percentage Breakdown of
Value Sales for Healthcare, BFSI, Retail, Government, IT and
Telecommunication and Other End-Uses for the Years 2012, 2020 &
2027

Table 100: Rest of World Current & Future Analysis for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise - Independent Analysis of Annual Sales in US$
Million for the Years 2020 through 2027

Table 101: Rest of World Historic Review for Customer
Self-Service Software by Deployment Model - Cloud and
On-premise Markets - Independent Analysis of Annual Sales in
US$ Million for Years 2012 through 2019

Table 102: Rest of World 15-Year Perspective for Customer
Self-Service Software by Deployment Model - Percentage
Breakdown of Value Sales for Cloud and On-premise for the Years
2012, 2020 & 2027

IV. COMPETITION
Total Companies Profiled: 38