Global Conversational Commerce Market 2023-2028

Description

REPORT OVERVIEW

Our latest “Conversational Commerce” market research provides essential reading into how brands and enterprises will adopt an omnichannel approach to engage with clients to improve the customer experience and increase ROI (Return on Investment). Specifically, this research suite comprises strategic recommendations for key stakeholders in the market, including conversational commerce vendors and CPaaS (Communications Platform-as-a-Service) platforms on which regions and verticals to target, and how.

Furthermore, this bespoke research includes Juniper Research's new Country Readiness Index which provides a thorough assessment on the regional opportunities for conversational commerce, split specifically by 60 key countries over the forecast period. To supplement this, this Country Readiness Index leverages bespoke 5-year forecasts that include the total number of conversational commerce users, and spend across conversational commerce channels.

The future market outlook includes an evaluation of each of the channels used for conversational commerce, and how vendors can maximise the opportunity. The different conversational commerce channels include:

Chatbots
OTT Messaging
RCS Messaging
Voice Assistants

It includes strategic recommendations for conversational commerce vendors, as well as comprehensive 5-year forecasts for spend across each channel, and for 4 key market verticals:

Banking
Digital Ticketing
Retail & eCommerce
Travel & Tourism

This research suite includes:

Market Trends & Strategies (PDF)
Competitor Leaderboard (PDF)
Market Data & Forecasting (PDF)
5-year Market Sizing & Forecast Spreadsheet (Excel)
12 Months' Access to harvest Online Data Platform

Key Market Statistics

Conversational Commerce spend by 2023:	$112bn
Growth in RCS-based Conversational Commerce spend, 2023-2028:	3550%
Proportion of spend attributable to OTT Messaging by 2028:	45%

KEY FEATURES

Future Market Outlook: Includes an assessment of key drivers of the conversational commerce market, such as advancements in conversational AI and popularity of OTT messaging channels. It also features some of the main challenges that must be overcome for future growth of the conversational commerce market.

Country Readiness Index: Comprehensive coverage featuring country-level market analysis on the future of the market in 60 countries and by 8 key regions; thoroughly analysing each country's potential success in the conversational commerce market, with recommendations for future growth, paired with five-year forecast data.

Juniper Research Competitor Leaderboard: Juniper Research's Competitor Leaderboard ranks 19 of the leading conversational commerce vendors; based on their capacity & capability, product & position, and market presence. The Leaderboard positions vendors as either established leaders, leading challengers, or disruptors and challengers. The report has ranked the following vendors:
- Clickatell
- CM.com
- Comviva
- Genesys
- Google Dialogflow
- Gupshup
- Infobip
- Kaleyra
- Kasisto
- LivePerson
- Meta
- Octane AI
- Route Mobile
- Sinch
- Tata Communications
- Twilio
- Viber
- Vonage
- Zendesk

Benchmark Industry Forecasts: 5-year forecasts are provided for the market growth of conversational commerce channels, the investment opportunity of deploying conversational commerce across a range of key industries (including banking & finance, retail & eCommerce, digital ticketing, and travel & tourism), and consumer spend across the different conversational commerce channels, including chatbots, OTT messaging, RCS messaging, and voice assistants. Metrics are split by our 8 key forecast regions and the 60 countries listed below:

North America:
- Canada, US

Latin America:
- Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay

West Europe:
- Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK

Central & East Europe:
- Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine

Far East & China:
- China, Hong Kong, Japan, South Korea

Indian Subcontinent:
- Bangladesh, India, Nepal, Pakistan

Rest of Asia Pacific:
- Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam

Africa & Middle East:
- Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates

KEY QUESTIONS ANSWERED

1. What will the global transaction value of all conversational commerce spend be by 2028?

2. Which countries represent the greatest opportunities for conversational commerce vendors over the next 5 years?

3. Which communication channel will generate the most conversational commerce spend by 2028?

4. Which key market vertical will contribute the most to global spend over conversational commerce channels by 2028?

5. Who are the leading solution vendors in the conversational commerce market in 2023?

COMPANIES REFERENCED

Interviewed: Gupshup, Tata Communications.

Included in Juniper Research Competitor Leaderboard: Clickatell, CM.com, Comviva, Genesys, Google Dialogflow, Gupshup, Infobip, Kaleyra, Kasisto, LivePerson, Meta, Octane AI, Route Mobile, Sinch, Tata Communications, Twilio, Viber, Vonage, Zendesk.

Mentioned: 1^st Bank, 2Mobile, Absa Cape Epic, Accura Scan, ACL Mobile, Actito, Active.Ai, Adax, Aditya Birla Sun Life Insurance, Adobe, AfroSaude, AirAsia, Airbnb, Airtel, AkzoNobel, Al Rayan Bank, Alfa-Bank Kazakhstan, Amazon, American Express, AmeriSave Mortgage, Anam Mobile, Apollo Hospitals, Apple, Appmiral, Aramex, Arbetsförmedlingen, Armature Studio, Arrowroot Capital Management, Asia Insurance 1950, AskSid, AudioCodes, Avaya, Axiata, Axis Bank, Bahrain Financing Company B.S.C, Banca Sella, Banca Transilvania, Banca Widiba, Bancontact , Bandyer, Bank of Maharashtra, Barry Callebaut, Bata, Bharti Airtel, BlaBlaCar, Blueshift, BMW, Boku Mobile Identity, Bold360, Booking.com, Bosch Group, BotCentral, Box, BT, Buckle Me Baby Coats, Building Blocks, Bukalapak, BulkGate, Bullpen Capital, BYJU's, Cake, Camouflaj, Cancer Research UK, Capitec, Carahsoft Technology Corporation, Carbyne, CardEasy, CarDekho, Carousell, Central Bank of Nigeria, Cisco Webex, Citibank, CitNOW, Citrus, CIVICA, ClearFreight, CleverTap, CM.com, Coca-Cola, Commerce Ventures, ConsenSys, Conversable, Crunch, CTI Africa, Curious Thing, Curlsmith, CX Company, CYSM, Dahmakan, Danfoss, Daraz, DataMix, DBS, Deliveroo, Dell, Deloitte, DFS, DHL, Digitel, DocPlanner Group, Doctolib, Doctor Anywhere, Domino's, DoorDash, Doxy.me, DPD UK, Dulux, e&, EaseMyTrip.com, eBay, e-bot7, Ebury, Econet Wireless, EE, Emirates, Enel X , Ericsson, Etam, Etisalat, Euroconsumers, Eurosonic Noorderslag, ExamRoom.AI, Exceed.ai, FiLLi Cafe, Fisher & Paykel, Five9, FKP Scorpio, Flame, Flipkart, FlySafair, Food Network, Freshdesk, Freshworks, gamigo, Gary Sharp Innovations, General Motors, Genesys, GEVA Group, GigCapital, Giorgio Armani, Glassdoor, GM Financial, GMS, GoDaddy, Goosehead Insurance, Grameenphone, GT Bank, Hangouts, Headsets.com, Hellman & Friedman, Hexaware, HeyHi, HF Group, Himalaya, Hook Mobile, Hotelbeds, HP, HSBC, HubSpot, Hulu, Hutch, Hyundai, IBM, ICICI Bank, Idea Cellular, iDeal, IKEA, Indeed, Indosat Ooerdoo, Infobip, Instagram, Insung Information, Inteliquent, IOCL, Ionic Security, itel, Javelin Venture Partners, Jazz, Johnson & Johnson, Jones Road Beauty, JP Morgan, JustPark, Kakao, Key Travel, Khan Academy, Kik, Klaviyo, KLM Royal Dutch Airlines, Knowlarity, L'Oreal, LAQO, LeadSquared, Leanpay, Lebara Mobile, LendingPoint, LINE, LINK Mobility, LinkLive, Litify, liveClinic, Lofelt, log build, Luxexcel, Lyft, Magento, Mahindra Group, Manulife Singapore, Marham, Marketo, Marks & Spencer, Masiv, Mastercard, MedGo, MediaMarkt, Mepal, MercadoLibre, Mercedes-Benz, MessageMedia, Messaggio, MessengerPeople, Meta, Microsoft, Miracle Mink Hair, Mitel, Mitto, MobiFone Vietnam, MoEngage, Moldcell, Momentive, Monjin, Moxo, MPL, MPMKVVCL (Madhya Pradesh Madhya Kshetra Vidyut Vitaran Co Ltd), MTD Products, Mukuru, NatureWise, Nederlandse Loterij, NEOS Travel, Netflix, Netokracija, New10, Next Education, NICE inContact, Nickel, NLB Banka, Nomorobo, Novartis, Novo Nordisk, NPR One, Oak HC/FT, Ola, Onecom, OpenAI, OpenCart, OpenMarket, OpenSooq, OpenTable, Oracle, Orange, Oxfam, Paidy, PalFish, Panera Bread, Papa John's Pizza, ParkMobile, Partnership of New York City, Pathwire, PayPlaza, PayU, Peerless Network, PensionBee, Philips, Pointillist, PopBox Asia, Practo, Presize.ai, PUBG, Radware, Raiffeisen Bank, Rakuten, RAM Tracking, Randstad, Rapido, Rapyd, Razorpay, Recharge, Red Hat, redBus, Redfin, Relief International, Remitly, Rently, Revolut, Rho, Roadmap, Robi, RSPCA, RTL Media & Entertainment, Safaricom, Salesforce, Santagostino, SAP, Sberbank, Segment, Selligent, Senati, Sequoia, ServiceNow, Setu, Shift Conference, ShoeBeDo, Shopify, Siemens, SignalWire, Singapore Airlines, Skinny Mixes, Skype, Slack, Snap, Sngular, Spoton Logistics, Spryker, Standard Bank, StoryCorps, Strands, Stripe, StubHub, SurveyMonkey, Takeaway.com, Talisma Corporation, Tangerine, Tantan, Telegram, Telekom, Tele-Town Hall, Ten Coves Capital, Tenfold, Teravoz, Tesco, The American Red Cross, the Dutch Government, The Motley Fool, The Netherlands Red Cross, The Partnership Fund for New York, The University of Warwick, The Wall Street Journal, Thinca, Ticketmaster, TicketOne, TM (Telekom Malaysia Berhad), TP Vision, TraceDock, Transcosmos Research & Development Inc, Truecaller, TTN, Tülka, Twilio, Twisted Pixel Games, Twitch, Two Sigma Ventures, Tymeshift, Uber, UJET and Voximplant. Moreover, Unilever, UPI, US Foods, Verisure, Vicco, Vietnamobile, VillageDAO, Vimeo, Vinted, Visa, Visionflex, VMware, Vodafone, VoiceBase, VoicePing, VoiceSage, Volpy, Vonage, VTB Bank, VvAA Groep BV, WebEngage, WeChat, Welthungerhilfe, WeWork, WhatsApp, Wicked Edge, WooCommerce, WorkIndia, Wurth, X, Xerox, Yelp, Yousign, Zapier, Zipcar, Zipwhip, Zoho CRM, Zomato.

DATA & INTERACTIVE FORECAST

Juniper Research's forecast suite for the “Conversational Commerce” market provides unrivalled industry data and forecasts, including:

Total Number of Users of Conversational Commerce Channels

Total Conversational Commerce Spend, split by channel:
- Chatbots
- OTT Messaging
- RCS Messaging
- Voice Assistants

Total Conversational Commerce Spend, split by vertical:
- Banking & Finance
- Retail & eCommerce
- Digital Ticketing
- Travel & Tourism
- Other

Geographical splits: 60 countries
Number of tables: 186 tables
Number of datapoints: Over 117,000 datapoints

harvest: Our online data platform, harvest, contains the very latest market data and is updated throughout the year. This is a fully featured platform enabling clients to better understand key data trends and manipulate charts and tables; overlaying different forecasts within the one chart - using the comparison tool. Empower your business with our market intelligence centre, and receive alerts whenever your data is updated.

Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the interactive scenario tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a client's ability to both understand a particular market and to integrate their own views into the model.

FORECAST SUMMARY

Global retail spend via conversational commerce channels is forecast to increase to $43 billion by 2028, from $11.4 billion in 2023. This growth of over 280% will be driven by the emergence of new personalised services, made possible by incorporating AI and LLMs (Large Language Models).

Conversational commerce is the use of messaging or natural language interfaces; enabling businesses to interact with customers for use cases such as inquiries, placing orders, and customer support.

It is predicted that the automated services provided by AI-based LLMs, such as ChatGPT, will become key differentiators for conversational commerce vendors in 2024. Given the growing adoption of conversational commerce via omnichannel communications, leading vendors are urged to introduce LLM-based conversational services across as many communications channels as possible.

Voice channels have been identified as an underserved emerging opportunity for vendors. In response, vendors must implement LLM-based conversational services into voice channels, including voice assistants and CCaaS (Contact Centre-as-a-Solution) platforms to further maximise future revenue. To capitalise on the $43 billion conversational commerce opportunity within retail, vendors must leverage LLMs to immediately support multiple languages.

North America

Market Trends & Strategies

1. Key Takeaways & Strategic Recommendations

1.1 Key Market Takeaways
1.2. Strategic Recommendations

2. Future Market Outlooks

2.1. Introduction to Conversational Commerce
- Figure 2.1: Example Use Case of Conversational Commerce
- 2.1.1. Overview of the Conversational Commerce Market
  - Figure 2.2: Conversational Commerce Total Spend in 2023 ($m), Split by 8 Key Regions
  - Figure 2.3: Total Users of Conversational Commerce Channels 2023-2028 (m), Split by 8 Key Regions
  - Figure 2.4: Select Countries with the Highest Average Spend via Conversational Commerce Channels per User per annum in 2028 ($)
- 2.1.2. Conversational Commerce Channels
  - i. Different Conversational Commerce Channels
    - Figure 2.5: Conversational Commerce Channels
    - Figure 2.6: History of Chatbots
    - Figure 2.7: Most Popular OTT App by Country in 2023
    - Figure 2.8: Total Voice-Assistant enabled Speakers Installed Base That Is Payment Enabled (m), Split by 8 Key Regions
  - ii. Conversational Commerce Channels Spend
    - Figure 2.9: Total Spend over Conversational Commerce 2023-2028 ($m), Split Channel
- 2.1.3. Spend Across Key Verticals
  - Figure 2.10: Spend across Key Conversational Commerce Verticals ($m), 2023-2028
- 2.1.4. Key Drivers of Market Growth
- 2.1.5. Market Segment Analysis
  - i. Demographic Differences
  - ii. Geographic Differences
- 2.1.6. Key Challenges for Conversational Commerce Growth

3. Value-added Services

3.1. Different Types of Value-added Services
- 3.1.1. Pre-transaction Value-added Services
  - i. Personalisation
    - Figure 3.1: Example of an Interactive Quiz for the Retail Industry
  - ii. Integration with Social Media Platforms
  - iii. Interactive Content
  - iv. IVR Deflection
    - Figure 3.2: Example of IVR Deflection
- 3.1.2. During Transaction Value-added Services
  - i. Completion of Payments within the Conversation
  - ii. Brand Verification
  - iii. Integration with Loyalty Programmes
    - Figure 3.3: Example of a Loyalty Programme within a Conversational Commerce Channel
- 3.1.3. Post-transaction Value-added Services
  - i. Returns and Exchanges

4. Country Readiness Index

4.1. Conversational Commerce Country Readiness Index
- Table 4.2: Juniper Research Conversational Commerce Country Readiness Index: Scoring Criteria
- Figure 4.3: Juniper Research Country Readiness Index - Conversational Commerce
- 4.1.1. Focus Markets
  - i. Far East & China
    - Figure 4.4: Proportion of Spend Attributable to Each Conversational Commerce Channel in Far & East & China 2023 (%), Split into 4 Key Countries
  - ii. West Europe
    - Figure 4.5: Proportion of Spend Attributable to Key Market Verticals in West Europe in 2023 (%), Split by 9 Key Countries
  - iii. North America
    - Figure 4.6: Average Spend via Conversational Commerce Channels per User per annum in North America ($), Split into 2 Key Countries, 2023-2028
  - iv. Latin America
  - v. Indian Subcontinent
    - Figure 4.7: Total Spend across RCS Conversational Commerce in India ($), 2023-2028
  - vi. Rest of Asia Pacific
- 4.1.2. Growth Markets
  - i. Latin America
    - Figure 4.8: Total Users of Conversational Commerce Channels in Latin America (m), Split by 3 Key Countries, 2023-2028
  - ii. West Europe
- 4.1.3. Saturated Markets
  - i. Latin America
    - Figure 4.9: Total Spend across Each Conversational Commerce Channel in Mexico in 2023 ($)
  - ii. Indian Subcontinent
  - iii. Rest of Asia Pacific
  - iv. Africa & Middle East
- 4.1.4. Developing Markets
  - i. Latin America
  - ii. Central & East Europe
    - Figure 4.10: Total Spend over Conversational Commerce in 8 Key Countries in Central & East Europe ($m), 2023-2028
  - iii. Indian Subcontinent
  - iv. Rest of Asia Pacific
  - v. Africa & Middle East
    - Figure 4.11: Total Users of Conversational Commerce Channels in Africa & Middle East (m), Split by 9 Key Countries, 2023-2028
    - Table 4.12: Juniper Research Country Readiness Index Heatmap: North America
    - Table 4.13: Juniper Research Country Readiness Index Heatmap: Latin America
    - Table 4.14: Juniper Research Country Readiness Index Heatmap: West Europe
    - Table 4.15: Juniper Research Country Readiness Index Heatmap: Central & East Europe
    - Table 4.16: Juniper Research Country Readiness Index Heatmap: Far East & China
    - Table 4.17: Juniper Research Country Readiness Index Heatmap: Indian Subcontinent
    - Table 4.18: Juniper Research Country Readiness Index Heatmap: Rest of Asia Pacific
    - Table 4.19: Juniper Research Country Readiness Index Heatmap: Africa & Middle East

Competitor Leaderboard

1. Juniper Research Competitor Leaderboard

Table 1.1: Juniper Research Competitor Leaderboard: Vendors & Product Portfolio
Figure 1.2: Juniper Research Competitor Leaderboard: Conversational Commerce
- Source: Juniper Research
  - Table 1.3: Juniper Research Competitor Leaderboard: Vendors & Positioning
  - Table 1.4: Juniper Research Competitor Leaderboard Heatmap: Conversational Commerce Service Providers (Part 1)
  - Table 1.5: Juniper Research Competitor Leaderboard Heatmap: Conversational Commerce Service Providers (Part 2)

2. Vendor Profiles

2.1. Conversational Commerce Service Provider Profiles
- 2.1.1. Clickatell
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.2. CM.com
  - i. Corporate Information
    - Table 2.1: CM.com's Select Financial Information (€m), 2020-2022
  - ii. Geographical Spread
    - CM.com's headquarters are in the Netherlands. The company also has 29 offices in various locations including Belgium, Brazil, China, Denmark, France, Germany, Hong Kong, India, Italy, Japan, Kazakhstan, Kenya, Singapore, Spain, South Africa, Turkey, UAE, the UK and the US.
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.3. Comviva
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.4. Genesys
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.5. Google Dialogflow
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
    - Figure 2.2: Dialogflow's Processing for Fulfilling Customer Enquiries
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.6. Gupshup
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.7. Infobip
  - i. Corporate Information
    - Table 2.3: Infobip Acquisitions - April 2021 to Present.
    - Table 2.4: Infobip's Select Financial Information, 2019-2021
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
    - Figure 2.5: Infobip's Conversational Commerce infographic
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.8. Kaleyra
  - i. Corporate Information
    - Table 2.6: Kaleyra's Total Revenue ($m), 2020-2022
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
    - Figure 2.7: Kaleyra's Communications Product Suite
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.9. Kasisto
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
    - Figure 2.8: Kasisto's KAI Platform Intelligence Channel Integration
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.10. LivePerson
  - i. Corporate Information
    - Table 2.9: LivePerson's Financial Revenue ($m) 2021-2022, Split by Segment
    - Table 2.10: LivePerson Acquisitions 2018-2021
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.11. Meta
  - i. Corporate Information
    - Table 2.11: Meta Acquisitions 2022-2023
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Clients & Strategic Opportunities
- 2.1.12. Octane AI
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.13. Route Mobile
  - i. Corporate Information
    - Table 2.12: Route Mobile Annual Financial Information (₹) 2021-2022
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
    - Figure 2.13: Route Mobile's OmniCent Solution
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.14. Sinch
  - i. Corporate Information
    - Table 2.14: Sinch's Most Recent Acquisitions
    - Table 2.15: Sinch Selected Financial Information ($m), 2021-2022
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.15. Tata Communications
  - i. Corporate Information
    - Table 2.7: Tata Communications' Select Financial Information ($m), 2021-2023
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Clients and Strategic Opportunities
- 2.1.16. Twilio
  - i. Corporate Information
    - Table 2.16: Twilio's Acquisitions 2020-Present
    - Table 2.17: Twilio's Select Financial Information 2019-Present
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Clients & Strategic Opportunities
- 2.1.17. Viber
  - i. Corporate Information
    - Figure 2.18: Rakuten's Breakdown of Patent Portfolio's by Country in 2021
    - Table 2.19: Rakuten Select Financial Information ($bn), 2021-2022
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Clients & Strategic Opportunities
- 2.1.18. Vonage
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
- 2.1.19. Zendesk
  - i. Corporate Information
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
  - v. Juniper Research's View: Key Strengths & Strategic Opportunities
  - Juniper Research Leaderboard Assessment Methodology
2.2. Limitations & Interpretations
- Table 2.20: Juniper Research Competitor Leaderboard Scoring Criteria

Data & Forecasting

1. Market Summary & Future Outlook

1.1. Conversational Commerce Forecasts
- 1.1.1. Total Number of Conversational Commerce Users
  - Figure & Table 1.1: Total Users of Conversational Commerce Channels (m), Split by 8 Key Regions, 2023-2028
- 1.1.2. Total Conversational Commerce Spend
  - Figure & Table 1.2: Total Spend over Conversational Commerce ($m), Split by 8 Key Regions, 2023-2028
- 1.1.3. Total Conversational Commerce Spend over Different Channels
  - Figure & Table 1.3: Total Spend over Conversational Commerce ($m), Split by Channel, 2023-2028
- 1.1.4. Conversational Commerce Spend and Key Market Verticals
  - Figure & Table 1.4: Total Spend over Conversational Commerce ($m), Split by Vertical, 2023-2028

2. Chatbots

2.1. Introduction to Chatbot Conversational Commerce
- 2.1.1. Chatbot Commerce Forecast Methodology
  - Figure 2.1: Chatbot Commerce Forecast Methodology
  - Figure 2.2: Chatbot Commerce Market Split Forecast Summary
2.2. Chatbot Conversational Commerce
- 2.2.1. Number of Chatbot Interactions Completing In-App Purchases
  - Figure & Table 2.3: Number of Commerce Chatbot Interactions Which Complete In-app Purchases (m), Split by 8 Key Regions, 2023-2028
- 2.2.2. Total Spend on Chatbot Commerce
  - Figure & Table 2.4: Total Spend on Chatbot Commerce ($m), Split by 8 Key Regions, 2023-2028
  - Table 2.5: Total Spend over Commerce Chatbots ($m), Split by Channel, 2023-2028
- 2.2.3. Chatbot Commerce Spend for Key Market Verticals
  - Figure & Table 2.6: Total Spend on Chatbot Commerce ($m), Split by Market Vertical, 2023-2028

3. OTT Messaging

3.1. The Future of OTT Messaging Commerce Services
- Figure 3.1: Total Number of Smartphone Users who Use Instant Messaging (m), Split by 8 Key Regions, 2023
  - OTT Messaging Commerce Forecast Methodology
- Figure 3.2: OTT Messaging Commerce Forecast Methodology
- Figure 3.3: OTT Messaging Commerce Market Split Forecast Summary
3.2. OTT Messaging Conversational Commerce
- 3.2.1. Total Number of Conversational Commerce Users over OTT Messaging
  - Figure& Table 3.4: Total Number of IM Users that are Conversational Commerce Capable (m) Split by 8 Key Regions, 2023-2028
- 3.2.2. Total Number of Commerce Transactions over OTT Messaging
  - Figure & Table 3.5: Total Number of IM Commerce Transactions (m), Split by 8 Key Regions, 2023-2028
- 3.2.3. Total Spend over OTT Messaging Conversational Commerce
  - Figure & Table 3.6: Total Transaction Value via IM Conversational Commerce Services ($m), Split by 8 Key Regions, 2023-2028
- 3.2.4. OTT Messaging Conversational Commerce Spend for Key Market Verticals
  - The industry which is anticipated to contribute the most to conversational commerce spend across OTT messaging apps is the eCommerce & retail industry, with an expected $16 billion total spend by 2028.
    - Figure & Table 3.7: Total Transaction Value via IM Conversational Commerce Services ($m), Split by Market Vertical, 2023-2028

4. RCS Messaging

4.1. The Future of RCS Messaging Commerce Services
- Figure 4.1: Total RCS-Capable Mobile Subscribers, 2023-2028 (m), Split by 8 Key Regions
  - RCS Messaging Commerce Forecast Methodology
    - Figure 4.2: RCS Messaging Commerce Forecast Methodology
    - Figure 4.3: RCS Messaging Commerce Market Split Forecast Summary
4.2. RCS Messaging Conversational Commerce
- 4.2.1. RCS-Capable Subscribers Making Conversational Commerce Payments
  - Figure & Table 4.4: Total Number of RCS-capable Subscribers Making Payments via Conversational Commerce Channels (m), Split by 8 Key Regions, 2023-2028
- 4.2.2. Total Transactions Via RCS-based Conversational Commerce Channels
  - Figure & Table.4.5: Total Transactions via RCS-based Conversational Commerce Channels (m), Split by 8 Key Regions, 2023-2028
- 4.2.3. Total Spend Over RCS-based Conversational Commerce
  - Figure & Table 4.6: Total Spend over RCS-based Conversational Commerce Channels ($m), Split by 8 Key Regions, 2023-2028
- 4.2.4. RCS-based Conversational Commerce Spend for Key Market Verticals
  - Figure & Table 4.7: Total Spend over RCS-based Conversational Commerce ($m), Split by Market Vertical, 2023-2028

5. Voice Assistants

5.1. The Future of Voice Assistant-enabled Speakers Commerce Services
- Figure 5.1: Total Voice Assistant-enabled Speakers that are Payment-enabled 2023 (m), Split by 8 Key Regions
  - Voice Assistant Commerce Forecast Methodology
    - Figure 5.2: Voice Assistant Commerce Forecast Methodology
    - Figure 5.3: Voice Assistant Commerce Market Split Forecast Summary
5.2. Voice Assistant Conversational Commerce
- 5.2.1. Total Number of Voice Assistant Speakers that are Actively Making Payments
  - Figure & Table 5.4: Total Payment-enabled Voice Assistant enabled Speakers that are Actively Making Payments (m), Split by 8 Key Regions, 2023-2028
- 5.2.2. Total Conversational Commerce Spend Over Voice Assistant Speakers
  - Figure & Table 5.5: Total Annual Transaction Value of Payment-Enabled Voice Assistant enabled Speakers ($m), Split by 8 Key Regions, 2023-2028
- 5.2.3. Voice Assistant Conversational Commerce Spend for Key Market Verticals
  - Figure & Table 5.6: Total Annual Transaction Value of Payment-Enabled Voice Assistant enabled Speakers ($m), Split by Market Vertical, 2023-2028
5.3. Endnotes: