Market Trends & Strategies1. Key Takeaways & Strategic Recommendations
1.1 Conversational Commerce: Key Takeaways
1.2 Conversational Commerce: Strategic Recommendations
2. Future Market Outlook
2.1.1 Introduction and Definitions
Figure 2.1: Conversational Commerce Channels
Figure 2.2: Conversational Commerce: The Relationship between CPaaS, CCaaS and eCommerce
i. BOPIS
2.1.2 Current Market Outlook
Figure 2.3: Total Number of Users of Conversational Commerce Channels
i. OTT Messaging Commerce
Figure 2.4: Number of Instant Messaging Users That Are Commerce Capable
Figure 2.5: Most Popular Messaging Apps per Country, 2022
Table 2.6: Global OTT Messaging App Monthly Active Users (m), October 2022 12
ii. RCS Messaging Commerce
Figure 2.7: Proportion of RCS-capable Subscribers That Make Purchases via Conversational Commerce in 2027 (%), Split by Top 25 Countries
Figure 2.8: RCS Business Messaging Value Chain
Figure 2.9: Total Number of RCS-capable Subscribers Making Payments via Conversational Commerce Channels in 2027 (m), Split by 8 Key Regions
iii. Chatbots
Figure 2.10: Total Number of Commerce Chatbots (m), Split by Chatbot Channel, 2022-2027
iv. Digital Voice Assistants Commerce
Figure 2.11: Leading Consumer Voice Assistants
Figure 2.12: Proportion of Payment-enabled Voice-Assistant enabled Speakers That Actively Make Payments (%), Split by 8 Key Regions, 2022
2.1.3 Key Drivers to Conversational Commerce
2.1.4 Key Challenges to Conversational Commerce
3. Market Segment Analysis 3.1 Introduction to the Market Segment
Figure 3.1: Total Spend Over Conversational Commerce ($m), 2022 & 2027
3.1.1 Market Segment Methodology
Table 3.2: The Heatmap Criteria - Conversational Commerce Market Segment Analysis
3.1.2 Banking & Financial Services
Table 3.3: The Heatmap: Conversation Commerce Sector Analysis, Banking & Financial Services
i. Market Analysis
Figure 3.4: Average Spend on Banking Transactions Over Conversational Commerce per User ($), Split by 8 Key Regions, 2022-2027
ii. RCS
iii. OTT
iv. Chatbots
v. Voice Assistants
Figure 3.5: Total Transaction Value of Payment-enabled Voice Assistants in 2022 ($m), Split by Market
3.1.3 eCommerce & Retail
Table 3.6: The Heatmap: Conversation Commerce Sector Analysis, eCommerce & Retail Services
i. Market Analysis
Figure 3.7: Average Spend on eCommerce & Retail Transactions Over Conversational Commerce ($), Split by 8 Key Regions, 2022-2027
ii. RCS
Figure 3.8: Total eCommerce & Retail Spend Over RCS Conversational Commerce ($m), Split by 8 Key Regions, 2022-2027
iii. OTT
iv. Chatbots
v. Voice Assistants
3.1.4 Digital Ticketing
Table 3.9: The Heatmap: Conversation Commerce Sector Analysis, Digital Ticketing
i. Market Analysis
Figure 3.10: Total Spend on Digital Ticketing Over Conversational Commerce in 2027 ($m), Split by Top 12 Countries
Figure 3.11: Total Mobile Ticketing Transaction Volume in 2022 (m), Split by Vertical
ii. RCS
iii. OTT
iv. Chatbots
v. Voice Assistants
4. Business Model Analysis & Value-added Services
4.1 Conversational Commerce: Business Model Analysis
4.1.1 Omnichannel Retail
4.2 Conversational Card Payments
Figure 4.1: Proportion of Total Population Using Conversational Commerce Channels (%), Split by 8 Key Regions, 2022-2027
Figure 4.2: Total Voice Assistant-enabled Speakers That Are Actively Making Payments (m), Split by 8 Key Regions, 2022-2027
4.2.1 Integration with PSPs
i. Security Concerns
4.2.2 BNPL
Figure 4.3: Total Number of Digital BNPL & Flexible Credit Unique Users (m), Split by 8 Key Regions, 2022-2027
4.2.3 Embedded Finance
Figure 4.4: Embedded Finance Integration and Features
4.3 Conversational Commerce: Value-added Services
4.3.1 Digital Loyalty Programs
Figure 4.5: Total Number of Digital Loyalty Programmes in 2022 (m), Split by 8 Key Regions
4.3.2 Brand Identity & Authentication
4.3.3 QR Codes
Figure 4.6: Proportion of Mobile Handsets Using QR Codes for Payment (%), Split by 8 Key Regions, 2022-2027
i. QR Code Payments
ii. Regional Opportunities
Figure 4.7: Total Number of Mobile Handsets Using QR Codes for Payments in 2027 (m), Split by 8 Key Regions
1. Competitor Leaderboard
1.1 Why Read This Report
Table 1.1: Competitor Leaderboard: Vendors & Product Portfolio
Figure 1.2: Competitor Leaderboard: Conversational Commerce
Source: The Publisher
Table 1.3: Competitor Leaderboard: Vendors & Positioning
Table 1.4: Competitor Leaderboard Heatmap: Conversational Commerce Service Providers (Part 1)
Table 1.5: Competitor Leaderboard Heatmap: Conversational Commerce Service Providers (Part 2)
2. Vendor Profiles 2.1.1 Clickatell
i. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.2 CM.com
i. Corporate Information
Table 2.1: CM.com’s Select Financial Information ($m), 2018-2021
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Opportunities
2.1.3 Comviva
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.4 Genesys
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.5 Google Dialogflow
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.2: Dialogflow’s Processing for Fulfilling Customer Enquiry
v. The Publisher’s View: Key Strengths & Strategic Partnerships
2.1.6 Gupshup
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.3: Gupshup’s Company Product Portfolio
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.7 Infobip
i. Corporate Information
Table 2.4: Infobip’s Select Financial Information 2019-2020
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.5: Infobip’s Conversational Commerce infographic
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.8 Kaleyra
i. Corporate Information
Table 2.6: Kaleyra’s Total Revenue ($m), 2019-2021
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.7: Kaleyra’s Communications Product Suit
v. The Publisher’s View: Key Strengths & Strategic Recommendations
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. The Publisher’s View: Key Strengths & Strategic Partnerships
2.1.10 LivePerson
i. Corporate Information
Table 2.9: LivePerson’s Financial Revenue ($m) 2020-2022, Split by Segment
Table 2.10: LivePerson Acquisitions, 2018-2021
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.11 Meta
i. Corporate Information
Table 2.11: Meta’s Acquisitions 2021-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Clients & Strategic Partnerships
2.1.12 Octane AI
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.13 Route Mobile
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.12: Route Mobile’s OmniCent Solution
v. The Publisher’s View: Key Strengths & Strategic Partnerships
2.1.14 Sinch
i. Corporate Information
Table 2.13: Sinch’s Selected Financial Information ($m), 2019-2021
Figure 2.14: Sinch’s AB Stock Prices (SEK), July 2021-July 2022
Table 2.15: Sinch’s Acquisitions, September 2019-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.15 Tata Communications
i. Corporate Information
Table 2.7: Tata Communications’ Select Financial Information ($m), 2020-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Recommendations
2.1.16 Viber
i. Corporate Information
Figure 2.16: Rakuten’s Breakdown of Patent Portfolios by Country in 2021. 51
Table 2.17: Rakuten’s Select Financial Information ($bn), 2022-2021
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Clients & Strategic Recommendations52
2.1.17 Vonage
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Partnerships
2.1.18 WhatsApp
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. The Publisher’s View: Key Strengths & Strategic Partnerships
2.1.19 Zendesk
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View
1. Market Summary & Future Outlook
1.1 The Future of Conversational Commerce
1.1.1 Forecast Methodology
1.1.2 Conversational Commerce Users
Figure & Table 1.1: Total Users of Conversational Commerce Channels (m), Split by 8 Key Regions, 2022-2027
1.1.3 Total Spend over Conversational Commerce Channels
Figure & Table 1.2: Total Spend over Conversational Commerce Channels ($m), Split by 8 Key Regions, 2022-2027
Table 1.3: Total Spend over Conversational Commerce ($m), Split by 4 Key Channels, 2022-2027
2. Chatbots
2.1 The Future Outlook of Chatbot Commerce Services
Table 2.1: Total Spend over Commerce Chatbots ($m), Split by Channel, 2022- 2027
2.1.1 Chatbot Commerce Forecast Methodology
Figure 2.2: Chatbot Commerce Forecast Methodology
Figure 2.3: Chatbot Commerce Market Split Forecast Summary
2.1.2 Total Commerce Chatbot Interactions Which Complete In-app Purchases
Figure & Table 2.4: Total Number of Commerce Chatbot Interactions Which Complete In-app Purchases (m), Split by 8 Key Regions, 2022-2027
Table 2.5: Total Number of Commerce Chatbot Users (m), Split by Channel, 2022-2027
2.1.3 Total Spend Over Commerce Chatbots
Figure & Table 2.6: Total Spend Over Commerce Chatbots ($m), Split by 8 Key Regions, 2022-2027
Table 2.7: Total Spend Over Commerce Chatbots Services ($m), Split by Market, 2022-2027
3. OTT Messaging
3.1 The Future of OTT Messaging Commerce Services
Figure 3.1: Total Number of Smartphone Users Who Use Instant Messaging (m), Split by 8 Key Regions, 2022-2027
3.1.1 OTT Messaging Commerce Forecast Methodology
Figure 3.2: OTT Messaging Commerce Forecast Methodology
Figure 3.3: OTT Messaging Commerce Market Split Forecast Summary
3.1.2 Total OTT Messaging Conversational Commerce Users
Figure & Table 3.4: Total Number of Instant Messenger Users that Are Commerce Capable (m), Split by 8 Key Regions, 2022-2027
3.1.3 Total Spend Over OTT Conversational Commerce Channels
Figure & Table 3.5: Total Transaction Value via Instant Messaging Conversational Commerce Services ($m), Split by 8 Key Regions, 2022-2027
Table 3.6: Total Transaction Value via Instant Messenger Conversational Commerce Services ($m), Split by Market, 2022-2027
4. RCS Messaging
4.1 The Future of RCS Messaging Commerce Services
Figure 4.1: Proportion of Mobile Subscribers That Are RCS Capable (%), Split by 8 Key Regions, 2022-2027
4.1.1 RCS Messaging Commerce Forecast Methodology
Figure 4.2: RCS Messaging Commerce Forecast Methodology
Figure 4.3: RCS Messaging Commerce Market Split Forecast Summary
4.1.2 Total RCS-capable Subscribers Making Payments via Conversational Commerce Channels
Figure & Table 4.4: Total Number of RCS-capable Subscribers Making Payments via Conversational Commerce (m), Split by 8 key Regions, 2022-2027
4.1.3 Total Spend over RCS Conversational Commerce Channels
Figure & Table 4.5: Total Spend over RCS-based Conversational Commerce Channels ($m), Split by 8 Key Regions, 2022-2027
Table 4.6: Total Spend over RCS-based Conversational Commerce Channels ($m), Split by Market, 2022-2027
5. Voice Assistants
5.1 The Future of Voice Assistant-enabled Speakers Commerce Services
Figure 5.1: Total Voice Assistant-enabled Speakers That Are Payment Enabled in 2023 (m), Split by 8 Key Regions
5.1.1 Voice Assistant Commerce Forecast Methodology
Figure 5.2: Voice Assistant Commerce Forecast Methodology
Figure 5.3: Voice Assistant Commerce Market Split Forecast Summary
5.1.2 Total Voice Assistants That Actively Make Payments
Figure & Table 5.4: Total Payment-enabled Voice Assistant-enabled Speakers That Actively Make Payments (m), Split by 8 Key Regions, 2022-2027
Table 5.5: Total Transactions Made by Payment-enabled Voice Assistants (m), Split by 8 Key Regions, 2022-2027
5.1.3 Total Transaction Value for Payment-enabled Voice Assistants
Figure & Table 5.6: Total Transaction Value of Payment-enabled Voice Assistant enabled Speakers ($m), Split by 8 Key Regions, 2022-2027
Table 5.7: Total Annual Transaction Value of Payment-Enabled Voice-Assistant enabled Speakers ($m), Split by Market, 2022-2027
