Customer Care Market Review
Analysys Mason
October 7, 2009 48 Pages - SKU: BCAQ2514343
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Customer care spending growth, although moderated greatly by general economic conditions in 2009-2010, is projected to be less affected than OSSs. Growth will continue in 2011 at rates close to those in 2007, driven by the need of communications service providers (CSPs) in mature markets to implement, market, sell and support increasingly complex services and service bundles and by competitive growth and maturation of the emerging market CSPs, especially in mobile segments.
This report provides a detailed five-year forecast for customer relationship management (CRM), subscriber management and customer interaction systems by service: mobile, residential broadband, business services and PSTN, further broken down by region: North America; Central and Latin America; Europe, the Middle East and Africa; and the Asia-Pacific region. The report includes market shares of the leading suppliers overall and in each of the application segments and an analysis of the market drivers and inhibitors for growth of all segments.
The report addresses the important questions:
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What technologies and services will affect investments in the customer care market?
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How is the supplier landscape changing and who is best positioned in each segment?
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What impact will the global recession have on customer care spending?
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How will the maturation of developing markets affect the customer care market?
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What should suppliers do to optimise their positions?
The report includes tables comparing 50 suppliers. The leading suppliers‘ market shares are provided for the overall customer care market, as well as for each of the subsegments.
This 48-page report is an excellent source of market intelligence for CSPs, network equipment and software suppliers, systems integrators, venture capitalists, private equity firms and financial analysts.
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- Table of contents
- List of figures
- List of tables
- Executive summary
- Customer relationship management
- Subscriber management
- Customer interaction
- Overall market share
- Products and services market share
- SAP
- Product market shares
- Services market share
- Overall forecast
- Application segments
- Forecast by communications service
- Forecast by region
- CRM
- Market share
- Forecast
- Forecast by communications service
- Forecast by region
- Subscriber management
- Market share
- Forecast
- Forecast by communications service
- Forecast by region
- Customer interaction
- Market share
- Forecast
- Forecast by communications service
- Forecast by region
- Drivers and inhibitors
- Business drivers
- Business inhibitors
- Drivers
- Competition in mature markets
- Emerging markets with high, predominately pre-paid, subscriber growth
- Content services
- Customer self-care
- Subscriber personalization
- Service convergence
- Inhibitors
- Worldwide economic conditions
- Regulation
- Subscriber saturation
- Infrastructure drivers
- Infrastructure Inhibitors
- Drivers
- Platform integration
- Inhibitors
- IT cost reduction
- In-house built systems
- Legacy environments
- Business environment
- Market definition
- Customer relationship management
- Subscriber management
- Customer interaction
- M&A in customer care
- Customer care vendors
- Key vendor profiles
- Amdocs
- AsiaInfo
- ATG
- Avaya
- BroadVision
- CBOSS
- Convergys
- Comverse
- CSG
- Ericsson
- Genesys
- Infor
- Intec
- Microsoft
- Oracle
- salesforce.com
- SAP
- Comparison of customer care vendors
- Recommendations
- Recommendations for CSPs
- Mobile CSPs in emerging markets
- Mobile CSPs in mature markets
- Wireline CSPs
- New technologies for all CSPs
- Recommendations for vendors
- List of figures
- Figure 1: Global customer care forecast
- Figure 2: Global customer care market share
- Figure 3: Customer care product revenue market share
- Figure 4: Customer care professional services market share
- Figure 5: 2008-2013 Customer care forecast
- Figure 6: 2008-2013 Customer care application segments forecast
- Figure 7: 2008-2013 Customer care forecast by communications service
- Figure 8: 2008-2013 Customer care forecast by region
- Figure 9: CRM market share
- Figure 10: 2008-2013 CRM forecast
- Figure 11: 2008-2013 CRM forecast by communications service
- Figure 12: 2008-2013 CRM forecast by region
- Figure 13: Subscriber management market share
- Figure 14: 2008-2013 Subscriber management forecast
- Figure 15: 2008-2013 Subscriber management forecast by communications service
- Figure 16: 2008-2013 Subscriber management forecast by region
- Figure 17: Customer interaction market share
- Figure 18: 2008-2013 Customer interaction forecast
- Figure 19: 2008-2013 Customer interaction forecast by communications service
- Figure 20: 2008-2013 Customer interaction forecast by region
- Figure 21 Analysys Mason supplier market segmentation
- Figure 22 Interaction of customer care with billing, real-time charging, SDP, and service fulfillment
- Figure 23 CRM functions
- Figure 24: Subscriber management functions
- Figure 25 Customer interaction functions
- List of tables
- Table 1 M&A in customer care
- Table 2 Customer Care Vendor Comparison
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