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市場調査レポート

カスタマーケア:世界の市場シェア

Customer Care: Worldwide Market Shares 2016

発行 Analysys Mason 商品コード 278398
出版日 ページ情報 英文 76 Slides
納期: 即日から翌営業日
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カスタマーケア:世界の市場シェア Customer Care: Worldwide Market Shares 2016
出版日: 2017年06月19日 ページ情報: 英文 76 Slides
概要

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。

目次

  • エグゼクティブサマリー
  • ビジネス環境
  • 市場シェア
    • 製品関連の収益
    • プロフェッショナルサービスの収益
  • ベンダー分析
  • 市場の定義
  • 著者・ANALYSYS MASONについて

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目次

"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.

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 summary of key developments in the market overall and in each sub-segment
  • detailed profiles of 26 vendors in this market, and summaries of other players.

COMPANY COVERAGE

  • Accenture
  • 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
  • Salesforce
  • SAP
  • Synapse Mobile Networks
  • Tata Consultancy Services
  • UXP Systems
  • Vlocity

SAMPLE PAGES

ABOUT THE AUTHOR

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).

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • BUSINESS ENVIRONMENT
  • MARKET SHARES
    • PRODUCT-RELATED REVENUE
    • PROFESSIONALSERVICESREVENUE
  • VENDOR ANALYSIS
  • MARKET DEFINITION
  • ABOUT THEAUTHOR AND ANALYSYS MASON
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