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市場調査レポート

世界のカスタマーケアシステム市場予測 2015-2019年

Customer Care Systems: Worldwide Forecast 2015-2019

発行 Analysys Mason 商品コード 234174
出版日 ページ情報 英文 38 slides
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=101.50円で換算しております。
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世界のカスタマーケアシステム市場予測 2015-2019年 Customer Care Systems: Worldwide Forecast 2015-2019
出版日: 2015年10月23日 ページ情報: 英文 38 slides
概要

世界のカスタマーケアソフトウェア市場は2015年から2019年にかけて9.3%のCAGRで成長すると予測されており、この成長は通信サービスプロバイダー (CSP) による収益拡大のニーズ、および顧客満足度の改善とチャーン削減によって促進される見込みです。

当レポートでは、世界のカスタマーケアシステム市場について調査し、アプリケーション・通信サービス・地域別による5カ年の支出予測、主な市場影響因子の分析、地域別動向とその影響、およびISV (インターネットサービスプロバイダー) ・CSPへの提案などまとめ、お届けいたします。

主な予測

  • 世界における顧客ケアシステム市場における支出の5カ年予測
    • 4つのアプリケーション区分:顧客対話 (CI) , 顧客関係管理 (CRM) , 加入者管理 (SM) , およびデバイス管理 (DM)
    • 4つの通信サービス:モバイル、PSTN、ビジネスおよび住宅向けブロードバンド
    • 4つの地域:アジア太平洋 (APAC) , 欧州、中東・アフリカ (EMEA) , ラテンアメリカ (LATAM) および北米 (NA)
  • 市場成長の促進因子と阻害因子の分析とその予測期間中の変化
  • 顧客ケアシステム市場に影響を及ぼす事業環境および地域ダイナミクスの分析
  • 詳細な市場定義
  • CSP・ベンダーへの提言

目次

  • エグゼクティブサマリー
  • 提言
  • 予測
  • 市場成長促進因子・阻害因子
  • 事業環境
  • 市場定義
  • 著者・ ANALYSYS MASON について

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目次

"As CSPs in mature markets introduce super-bundles to provide a unified experience to their customers, vendors must consider evolving their customer care systems to brand management systems."

The customer care systems market will grow at a CAGR of 9.3% between 2015 and 2019, and this growth will be driven by communications service providers' (CSPs') need to increase revenue, and to improve customer satisfaction and churn reduction. CSPs will deploy new systems with analytics capabilities to support customer service representatives (CSRs) with next-best-action and guided journeys capabilities to improve customer experience. This report provides a 5-year revenue forecast for the customer care systems market.

THIS FORECAST REPORT PROVIDES:

  • a detailed, 5-year worldwide forecast for spending in the customer care systems market, split into:
    • Xfour application segments: customer interaction (CI), customer relationship management (CRM), subscriber management (SM) and device management (DM)
    • Xfour telecoms services: mobile, PSTN, business and residential broadband
    • Xfour geographical regions: Asia-Pacific (APAC), Europe, the Middle East and Africa (EMEA), Latin America (LATAM) and North America (NA)
  • an examination of key market drivers and inhibitors, and how they will change during the forecast period
  • analysis of the business environment and regional dynamics that will influence the customer care systems market
  • a detailed market definition
  • recommendations for CSPs and vendors.

ABOUT THE AUTHORS

Dr Mark H. Mortensen (Practice Head, BSS) is the lead analyst for Analysys Mason's Customer Care, Service Fulfilment and Digital Economy Platforms research programmes, which are part of the Telecoms Software research stream. His interest areas include customer self-service, new telco businesses entering the digital economy value chain, and network planning and optimisation. The first 20 years of Mark's career were at Bell Laboratories, where he distinguished himself by starting software products for new markets and network technologies and designing the interaction of BSS/OSSs with the underlying network hardware. Mark was Chief Scientist of Management Systems at Bell Labs, and has also been president of his own OSS strategy consulting company. Mark holds an MPhil and a PhD in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions.

Atul Arora (Analyst) is a member of Analysys Mason's Telecoms Software research team and contributes to the Analytics, Customer Care and Digital Economy Platforms programmes. His areas of interest include omni-channel customer care, context-aware analytics and digital enablement. Atul joined Analysys Mason in 2013 after working as an intern analyst in the telecoms sector for a year. He has worked on a range of projects focused on telecoms verticals, cloud services and mobile services in emerging markets. He holds a bachelor's degree from Jaypee University (India) and a Master's degree in neuroscience from University College London.

Table of Contents

  • EXECUTIVE SUMMARY
  • RECOMMENDATIONS
  • FORECAST
  • MARKET DRIVERS AND INHIBITORS
  • BUSINESS ENVIRONMENT
  • MARKET DEFINITION
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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