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市場調査レポート
通信業界向け課金システムと顧客サービスシステムの市場
Billing and Customer Care Market Review
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当商品の販売は、2012年05月03日を持ちまして終了しました。
Abstract
“Service providers recognise that they need to launch new services to
compensate for the decline in fixed voice and the decelerating growth of
mobile voice revenue, but remain cautious about high-risk and high-cost
investments in billing and customer care system upgrades.”
Product overview
Service providers are upgrading their billing and customer care systems to
support new, converged services and to improve customer support, but tend to
do so in incremental steps rather than with large system conversions that
carry high risks and high costs. The turmoil in the financial market is not
fundamentally damaging the communications business, but serves to reinforce
service providers' caution about costly projects. At the same time, they
recognise that they must continue to drive the development of new services in
order to compensate for the decline in the fixed voice market and the
decelerating growth of mobile voice revenue.
This report provides recommendations for service providers and vendors, and
analyses the key trends in the billing and customer care systems market. It
identifies market drivers and inhibitors, and includes market share and
forecast data for seven application segments:
- rating and pricing systems
- mediation
- interconnect and partner billing
- business optimisation
- CRM
- subscriber management
- customer interaction.
- For each segment and for the billing and customer care market overall, the
report provides five-year growth forecasts for three geographic regions and
four telecoms service segments.
Billing and customer care market review answers your key questions:
- What drives and inhibits service providers' spending on billing and
customer care systems?
- What leads service providers to implement different types of billing
system?
- Why will very few service providers transform their billing and customer
care systems?
- What is the value of CRM, and what are its limitations?
- Why do service providers spend so much on professional services related to
billing and customer care?
- How do the requirements of fast-growing emerging markets and those of
more-saturated markets differ?
- What is the impact of consolidation among billing and customer care system
vendors?
- Which factors are most likely to encourage a service provider to implement
fully-convergent charging?
The report also identifies the leading suppliers in the market as a whole and
each application segment, and compares the relative market position of billing
and customer care system suppliers in different regions, telecoms service
segments and application areas.
Table of Contents
- Executive summary
- Billing and customer care market
- Billing market
- Rating and pricing
- Mediation
- Partner and interconnect
- Business optimisation
- Real-time charging
- Customer care market
- Customer relationship management
- Subscriber management
- Customer interaction
- Market drivers and inhibitors
- Business drivers and inhibitors
- Infrastructure drivers and inhibitors
- Business environment
- Market definitions
- Recommendations
- Vendor comparison
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