Customer Care: Worldwide Market Shares 2016
|出版日||ページ情報||英文 76 Slides
当レポートでは、通信産業向けカスタマーケア (顧客サービス) システム市場について調査分析し、主要ベンダー (リーダー、チャレンジャー) に焦点を当てて、市場シェアのデータ、発展動向、ベンダー26社のプロファイルなど、体系的な情報を提供しています。
"Deployment of cloud-native systems has increased faster than expected, while artificial-intelligence-driven customer support systems have attracted operators' attention."
This report assesses which vendors are leading in the customer care systems market for the telecoms industry, and provides profiles of the leaders and their challengers. Growth in the product segment was driven by communications service providers' aim of enabling digital experience for their customers, while the professional services segment declined due to a reduction in call centre outsourcing business.
Atul Arora (Senior Analyst) is a member of Analysys Mason's Telecoms Software research team. He leads the Customer Care programme and contributes to the Digital Experience, Telecoms Software Forecasts and Telecoms Software Market Shares programmes. Atul's areas of interest include the digitalisation of CSPs' customer engagement systems, omni-channel commerce and care and CSPs' use of socialmedia. He also works on custom projects for telecoms operators and vendors, which include providing strategic advisory and undertaking market assessment work. He holds a MSc in Neuroscience from University College London and bachelor's degree from Jaypee University (India).