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市場調査レポート

カスタマーケアシステム:世界の市場シェア

Customer Care Systems: Worldwide Market Shares 2015

発行 Analysys Mason 商品コード 278398
出版日 ページ情報 英文 74 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=114.81円で換算しております。
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カスタマーケアシステム:世界の市場シェア Customer Care Systems: Worldwide Market Shares 2015
出版日: 2016年08月02日 ページ情報: 英文 74 Slides
概要

当レポートでは、カスタマーケアシステム市場について調査し、市場全体および4つのサブセグメントにおける市場シェアデータを提供しており、主要ベンダーのプロファイルを交えて、お届けいたします。

主な調査内容

  • カスタマーケアシステム市場全体および4つのサブセグメントの詳細な市場シェアデータ
    • 顧客関係管理 (CRM)
    • カスタマーインタラクション
    • 加入者管理
    • デバイス管理
  • 市場シェアの前年同期比
  • 市場全体および各サブセグメントにおける主な市場発展のサマリー
  • 主要ベンダー28社の詳細なプロファイルおよびその他企業のサマリー

調査対象企業

  • Accenture
  • Alcatel-Lucent
  • Amdocs
  • Atos Consulting
  • Avaya
  • Brand Embassy
  • Conversocial
  • CSG International
  • Dimelo
  • Ericsson
  • Genesys
  • Hewlett Packard Enterprise
  • Huawei Technologies
  • IBM
  • innoPath
  • Lithium
  • Microsoft
  • NEC/Netcracker
  • Nokia Networks
  • Oracle
  • Pegasystems
  • Redknee
  • Salesforce
  • SAP
  • Synapse Mobile Networks
  • Tata Consultancy Services
  • UXP Systems
  • Vlocity

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次

"CSPs' efforts to deliver a digital experience to their customers drove investment in customer care systems in 2015."

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 was driven by CSPs' aims to deploy omni-channel systems, provide self-service and enable a digital experience for customers.

THIS MARKET SHARE REPORT PROVIDES:

  • detailed market share data for the customer care systems market overall, as well as four sub-segments:
    • customer relationship management (CRM)
    • customer interaction
    • subscriber management
    • device management
  • a year-on-year comparison of the market shares in 2014 and 2015
  • a summary of key market developments in the market overall and each sub-segment
  • detailed profiles of 28 vendors in this market, and summaries of other players.

COMPANY COVERAGE

  • Accenture
  • Alcatel-Lucent
  • Amdocs
  • Atos Consulting
  • Avaya
  • Brand Embassy
  • Conversocial
  • CSG International
  • Dimelo
  • Ericsson
  • Genesys
  • Hewlett Packard Enterprise
  • Huawei Technologies
  • IBM
  • innoPath
  • Lithium
  • Microsoft
  • NEC/Netcracker
  • Nokia Networks
  • Oracle
  • Pegasystems
  • Redknee
  • Salesforce
  • SAP
  • Synapse Mobile Networks
  • Tata Consultancy Services
  • UXP Systems
  • Vlocity

SAMPLE PAGES

ABOUT THE AUTHORS

Atul Arora (Analyst) is a member of Analysys Mason's Telecoms Software research team, and manages and contributes to the Customer Care, Telecoms Software Forecasts and Telecoms Software Market Shares programmes. His areas of interest include the digitalisation of communications service providers' (CSPs') systems, omni-channel customer care and CSPs' use of social media. Atul has worked on a range of projects for telecoms operators and vendors, which include providing strategic advisory, market assessment and forecast modelling. He holds a bachelor's degree from Jaypee University (India) and a master's degree in neuroscience from University College London.

Dr. Mark H. Mortensen (Research Director) is the Research Director and Practice Head for customer-facing systems in Analysys Mason's Telecoms Software and Networks research stream. He is also the lead analyst for the Customer Care research programme. His interest areas include the conversion of CSPs to modern DSP operations, the effect of network virtualisation on operations, and the evolution of software architecture in the cloud world.

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • BUSINESS ENVIRONMENT
  • MARKET SHARES
    • PRODUCT-RELATED REVENUE
    • PROFESSIONAL SERVICES REVENUE
  • VENDOR ANALYSIS
  • MARKET DEFINITION
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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