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市場調査レポート

サービス品質管理 (SQM) および通信事業者の顧客経験価値マネジメント(CEM)の世界市場: 商品タイプ別分類 (EFM、Web解析、テキスト解析、スピーチアナリティクス)、およびプロバイダータイプ別分類 (ISP、TSP、MSP) に基づく市場分析、市場の進化についての評価、将来予測

Service Quality Management (SQM) & Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)

発行 MarketsandMarkets 商品コード 309720
出版日 ページ情報 英文 221 Pages
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サービス品質管理 (SQM) および通信事業者の顧客経験価値マネジメント(CEM)の世界市場: 商品タイプ別分類 (EFM、Web解析、テキスト解析、スピーチアナリティクス)、およびプロバイダータイプ別分類 (ISP、TSP、MSP) に基づく市場分析、市場の進化についての評価、将来予測 Service Quality Management (SQM) & Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)
出版日: 2014年07月02日 ページ情報: 英文 221 Pages
概要

当レポートは、企業戦略やプロセスモデルを提供してくれる源となる顧客体験価値ソリューションと、さらにエンド・ツー・エンドの顧客経験プロセスを設計し、管理し、また最適化するためのIT技術とについてそれらの最新動向と進歩に焦点を当てて調査、分析を行っています。ここでは具体的に電気通信事業者が採用している顧客経験価値マネジメント(CEM)とともにサービス品質管理(SQM)を取り上げ、現況分析とともに主な市場成長促進要因、阻害要因、市場機会、市場競争状況、市場が抱える課題を詳細に検証、分析し、現在の市場規模の算定と今後の市場予測を行っています。

第1章 序論

  • 調査目的
  • 当レポートについて
  • 調査対象市場
  • 利害関係者
  • 調査手法
  • 市場予測のための前提条件

第2章 エグゼクティブ・サマリー

  • 総市場規模

第3章 市場概要

  • 市場の定義
  • 市場の進化
  • 市場の分類
  • 市場ダイナミクス
    • 市場成長促進要因
      • 顧客のつなぎ止め
      • 競争力を強める差別化
      • 顧客本位のアプローチ
      • オンライン体験
    • 市場成長阻害要因
      • データ同期化の複雑さ
      • 期待感は主観的
    • 市場機会
      • 仮想化サイドへの主力注入
      • デジタルマーケットへの統合
      • ビッグデータ
    • DROS影響分析
  • ビジネス価値分析
  • 通信事業者CEMのエコシステム

第4章 SQMおよび通信事業者CEM市場: 企業ニーズと導入動向

  • 序論
  • 従来のSQMおよび通信事業者CEM
  • クラウドの影響
  • 顧客経験に対する社会的影響
  • ツールならびに技術
    • ウェブコンテンツ管理
    • ターゲティングおよび個人化
    • 電子メールおよびキャンペーン管理
    • 翻訳および現地化サービス
    • 顧客とのつながりの管理
    • サービス品質管理 (SQM)
    • サービスレベル契約 (SLA) 監視
    • サービス監視
    • 障害管理
    • パフォーマンス管理

第5章 SQMおよび通信事業者CEM市場: 商品別に見た市場規模および将来予測

  • 序論
  • 企業フィードバック管理 (EFM)
    • 概要
    • エンドユーザ別市場規模および将来予測
  • Web解析
    • 概要
    • エンドユーザ別市場規模および将来予測
  • テキスト解析
    • 概要
    • エンドユーザ別市場規模および将来予測
  • スピーチアナリティクス
    • 概要
    • エンドユーザ別市場規模および将来予測
  • その他
    • 概要
    • エンドユーザ別市場規模および将来予測

第6章 SQMおよび通信事業者CEM市場: プロバイダ別に見た市場規模および将来予測

  • 序論
  • インターネットサービスプロバイダ (ISP)
    • 概要
    • エンドユーザ別市場規模および将来予測
  • 電気通信サービスプロバイダ (TSP)
    • 概要
    • エンドユーザ別市場規模および将来予測
  • マネージドサービスプロバイダ (MSP)
    • 概要
    • エンドユーザ別市場規模および将来予測
  • その他
    • 概要
    • エンドユーザ別市場規模および将来予測

第7章 SQMおよび通信事業者CEM市場: チャンネル別に見た市場規模および将来予測

  • 序論
  • 企業ウェブサイト
    • 概要
    • エンドユーザ別市場規模および将来予測
  • 支店/店舗
    • 概要
    • エンドユーザ別市場規模および将来予測
  • ウェブ
    • 概要
    • エンドユーザ別市場規模および将来予測
  • コールセンター
    • 概要
    • エンドユーザ別市場規模および将来予測
  • モバイル
    • 概要
    • エンドユーザ別市場規模および将来予測
  • ソーシャルメディア
    • 概要
    • エンドユーザ別市場規模および将来予測

第8章 SQMおよび通信事業者CEM市場: エンドユーザ別に見た市場規模および将来予測

  • 序論
  • 中小企業 (SMBS)
    • 概要
    • 地域別市場規模および将来予測
  • 大企業
    • 概要
    • 地域別市場規模および将来予測

第9章 SQMおよび通信事業者CEM市場: サポートシステム別市場規模および将来予測

  • 序論
    • サポートシステム別市場規模および将来予測

第10章 SQMおよび通信事業者CEM市場: 地域別市場規模および将来予測

  • 序論
  • 北米
    • 概要
    • 製品別市場規模および将来予測
    • プロバイダ別市場規模および将来予測
    • チャンネル別市場規模および将来予測
  • 欧州
    • 概要
    • 製品別市場規模および将来予測
    • プロバイダ別市場規模および将来予測
    • チャンネル別市場規模および将来予測
  • アジア太平洋地域
    • 概要
    • 製品別市場規模および将来予測
    • プロバイダ別市場規模および将来予測
    • チャンネル別市場規模および将来予測
  • 中東およびアフリカ地域
    • 概要
    • 製品別市場規模および将来予測
    • プロバイダ別市場規模および将来予測
    • チャンネル別市場規模および将来予測
  • ラテンアメリカ
    • 概要
    • 製品別市場規模および将来予測
    • プロバイダ別市場規模および将来予測
    • チャンネル別市場規模および将来予測

第11章 SQMおよび通信事業者CEM市場: 市場概況

  • エコシステムおよび役割
  • ポートフォリオ比較
    • 概要
    • 製品カテゴリーマッピング

第12章 主要企業プロファイル (会社概要、製品およびサービス、戦略および見通し、企業展開、Markets and Marketsの見方)

  • Adobe Systems
  • Amdocs
  • Alcatel-Lucent
  • Cisco
  • Egain Corporation
  • Ericsson
  • HP
  • IBM
  • Nokia Siemens Network
  • Oracle

付表

付図

目次
Product Code: TC 2560

The Service Quality Management (SQM) and Telco Customer Experience Management (CEM) market is segmented on the basis of types of product, channels, end users, providers, and regions. Under each region, the market has been classified based on types of channels and analytics. Traditionally, companies focused mainly on their products and not on customers. However, with the rise in competition across all verticals, companies now have a major need to maintain customer relationships apart from delivering product innovations. Customer Relationship Management (CRM) has emerged as a critical tool to focus on sales operations, sales force automation, customer analysis, and campaign management.

CRM applications provide information about "what the company knows about the customers"; therefore, it is essentially known as the "customer-centric approach." In order to foster this relationship, organizations need to develop interactions with customers to understand their experience with products and services. CEM is the overriding concept, which changes an organization's internally focused view to externally focused customer experience solutions.

With the arrival of the social media, CEM has extended capabilities to understand customer experiences from a variety of channels across the media. In the initial stages of CEM, the process was controlled by a single channel. New technology developments and changing views of companies have transformed the process from a single channel to multiple, and later customer-controlled channels.

Each channel includes different types of customer channels. Each channel plays an important role in CEM. CEM providers use various analytical tools such as web analytics, text analytics, and sentiment analytics to analyze the Voice of Customer (VOC) from these channels. The next evolution after CEM can be referred to as Customer Experience Analytics (CEA).

Adobe Systems' primary goal is to be one of the leading players in CEM market. The company is focused on growing by forming alliances as well as launching new products in this category. The company spends approximately 20% of its revenue in R&D which has enabled it to develop new products and solutions, which are driving the company's revenues.

Amdocs has strategically aligned itself as a market leader in customer experience solutions. The solutions provided by this company span across industries making a proffered vendor. The company has launched a new product named Amdocs 9.1, which has brought multi-channel capabilities to enterprises. The product helps service providers in increasing customer satisfaction and enhancing customer experience based on real-time analytics. Amdocs also has formed strategic alliances with other players in the market to stay competitive. It formed strategic alliance with Linknet where Amdocs Multi Play Smart is to be pre-integrated for enabling customer care experience for cable providers. This alliance is significant as it broadens the scope for the company's customer care products.

Cisco is primarily focused on providing new CEM solutions in the cloud. To achieve this, the company is developing new products and solutions and acquiring companies in the CEM category. The company has strategically acquired companies in the cloud category which has made Cisco one of the leading service providers in the cloud market.

Table of Contents

1. Introduction

  • 1.1. Objectives
  • 1.2. Report Description
  • 1.3. Markets Covered
  • 1.4. Stakeholders
  • 1.5. Research Methodology
    • 1.5.1. Key Data Points
    • 1.5.2. Data Triangulation and Market Forecasting
  • 1.6. Forecast Assumptions

2. Executive Summary

  • 2.1. Abstract
  • 2.2. Overall Market Size

3. Market Overview

  • 3.1. Market Definition
  • 3.2. Market Evolution
  • 3.3. Market Segmentation
  • 3.4. Market Dynamics
    • 3.4.1. Drivers
      • 3.4.1.1. Retaining Customers
      • 3.4.1.2. Competitive Differentiation
      • 3.4.1.3. Global Economic Slowdown
      • 3.4.1.4. Online Experience
    • 3.4.2. Restraints
      • 3.4.2.1. Complexity in Data Synchronization
      • 3.4.2.2. Expectations Are Subjective
    • 3.4.3. Opportunities
      • 3.4.3.1. Major Focus on Virtual Side
      • 3.4.3.2. Integral Part of Digital Market
      • 3.4.3.3. Big Data
    • 3.4.4. Impact Analysis of Dros
  • 3.5. Business Value Analysis
  • 3.6. Telco CEM Ecosystem

4. SQM and Telco CEM: Enterprise Needs and Adoption Trends

  • 4.1. Introduction
  • 4.2. Traditional SQM and Telco CEM
  • 4.3. Cloud Impact
  • 4.4. Social Influence on Customer Experience
  • 4.5. Tools and Techniques
    • 4.5.1. Web Content Management
    • 4.5.2. Targeting and Personalization
    • 4.5.3. Email and Campaign Management
    • 4.5.4. Translation and Localization Services
    • 4.5.5. Customer Relationship Management
    • 4.5.6. Service Quality Management (SQM)
    • 4.5.7. Service Level Agreement (SLA) Monitoring
    • 4.5.8. Service Monitoring
    • 4.5.9. Fault Management
    • 4.5.10. Performance Management

5. SQM and Telco CEM: Market Size and Forecast By Product Type

  • 5.1. Introduction
  • 5.2. Enterprise Feedback Management (EFM)
    • 5.2.1. Overview
    • 5.2.2. Market Size and Forecast By End User
  • 5.3. Web Analytics
    • 5.3.1. Overview
    • 5.3.2. Market Size and Forecast By End User
  • 5.4. Text Analytics
    • 5.4.1. Overview
    • 5.4.2. Market Size and Forecast By End User
  • 5.5. Speech Analytics
    • 5.5.1. Overview
    • 5.5.2. Market Size and Forecast By End User
  • 5.6. Others
    • 5.6.1. Overview
    • 5.6.2. Market Size and Forecast By End User

6. SQM and Telco CEM: Market Size and Forecast By Provider Type

  • 6.1. Introduction
  • 6.2. Internet Service Provider (ISP)
    • 6.2.1. Overview
    • 6.2.2. Market Size and Forecast By End User
  • 6.3. Telecom Service Provider(TSP)
    • 6.3.1. Overview
    • 6.3.2. Market Size and Forecast By End User
  • 6.4. Managed Service Provider(MSP)
    • 6.4.1. Overview
    • 6.4.2. Market Size and Forecast By End User
  • 6.5. Others
    • 6.5.1. Overview
    • 6.5.2. Market Size and Forecast By End User

7. SQM and Telco CEM: Market Size and Forecast By Channel Type

  • 7.1. Introduction
  • 7.2. Company Website
    • 7.2.1. Overview
    • 7.2.2. Market Size and Forecast By End User
  • 7.3. Branch/Store
    • 7.3.1. Overview
    • 7.3.2. Market Size and Forecast By End User
  • 7.4. Web
    • 7.4.1. Overview
    • 7.4.2. Market Size and Forecast By End User
  • 7.5. Call Center
    • 7.5.1. Overview
    • 7.5.2. Market Size and Forecast By End User
  • 7.6. Mobile
    • 7.6.1. Overview
    • 7.6.2. Market Size and Forecast By End User
  • 7.7. Social Media
    • 7.7.1. Overview
    • 7.7.2. Market Size and Forecast By End User

8. SQM and Telco CEM : Market Size and Forecast By End User

  • 8.1. Introduction
  • 8.2. Small and Medium Businesses (SMB)
    • 8.2.1. Overview
    • 8.2.2. Market Size and Forecast By Regions
  • 8.3. Enterprises
    • 8.3.1. Overview
    • 8.3.2. Market Size and Forecast By Regions

9. SQM and Telco CEM : Market Size and Forecast By Support Systems

  • 9.1. Introduction
    • 9.1.1. Market Size and Forecast By Support System

10. SQM and Telco CEM : Market Size and Forecast By Regions

  • 10.1. Introduction
  • 10.2. North America
    • 10.2.1. Overview
    • 10.2.2. Market Size and Forecast By Product Type
    • 10.2.3. Market Size and Forecast By Provider Type
    • 10.2.4. Market Size and Forecast By Channel Type
  • 10.3. Europe
    • 10.3.1. Overview
    • 10.3.2. Market Size and Forecast By Product Type
    • 10.3.3. Market Size and Forecast By Provider Type
    • 10.3.4. Market Size and Forecast By Channel Type
  • 10.4. Asia-Pacific
    • 10.4.1. Overview
    • 10.4.2. Market Size and Forecast By Product Type
    • 10.4.3. Market Size and Forecast By Provider Type
    • 10.4.4. Market Size and Forecast By Channel Type
  • 10.5. Middle East and Africa
    • 10.5.1. Overview
    • 10.5.2. Market Size and Forecast By Product Type
    • 10.5.3. Market Size and Forecast By Provider Type
    • 10.5.4. Market Size and Forecast By Channel Type
  • 10.6. Latin America
    • 10.6.1. Overview
    • 10.6.2. Market Size and Forecast By Product Type
    • 10.6.3. Market Size and Forecast By Provider Type
    • 10.6.4. Market Size and Forecast By Channel Type

11. SQM and Telco CEM : Market Landscape

  • 11.1. Ecosystem and Roles
  • 11.2. Portfolio Comparison
    • 11.2.1. Overview
    • 11.2.2. Product Category Mapping

12. Company Profiles

  • 12.1. Adobe Systems
    • 12.1.1. Overview
    • 12.1.2. Products & Services
    • 12.1.3. Strategies and Insights
    • 12.1.4. Developments
    • 12.1.5. MNM View
  • 12.2. Amdocs
    • 12.2.1. Overview
    • 12.2.2. Products & Services
    • 12.2.3. Strategies & Insights
    • 12.2.4. Developments
    • 12.2.5. MNM View
  • 12.3. Alcatel Lucent
    • 12.3.1. Overview
    • 12.3.2. Products & Services
    • 12.3.3. Strategies & Insights
    • 12.3.4. Developments
    • 12.3.5. MNM View
  • 12.4. Cisco
    • 12.4.1. Overview
    • 12.4.2. Products & Services
    • 12.4.3. Strategies& Insights
    • 12.4.4. Developments
    • 12.4.5. MNM View
  • 12.5. Egain Corporation
    • 12.5.1. Overview
    • 12.5.2. Products & Services
    • 12.5.3. Strategies& Insights
    • 12.5.4. Developments
    • 12.5.5. MNM View
  • 12.6. Ericsson
    • 12.6.1. Overview
    • 12.6.2. Products & Services
    • 12.6.3. Strategies & Insights
    • 12.6.4. Developments
    • 12.6.5. MNM View
  • 12.7. HP
    • 12.7.1. Overview
    • 12.7.2. Products & Services
    • 12.7.3. Strategies & Insights
    • 12.7.4. Developments
    • 12.7.5. MNM View
  • 12.8. IBM
    • 12.8.1. Overview
    • 12.8.2. Products & Services
    • 12.8.3. Strategies and Insights
    • 12.8.4. Developments
    • 12.8.5. MNM View
  • 12.9. Nokia Siemens Network
    • 12.9.1. Overview
    • 12.9.2. Products & Services
    • 12.9.3. Strategies & Insights
    • 12.9.4. Developments
    • 12.9.5. MNM View
  • 12.10. Oracle
    • 12.10.1. Overview
    • 12.10.2. Products & Services
    • 12.10.3. Strategies & Insights
    • 12.10.4. Developments
    • 12.10.5. MNM View

List of Tables

  • Table 1: Telco CEM Market Size, 2014-2019 ($Million)
  • Table 2: SQM Market Size, 2014-2019 ($Million)
  • Table 3: Dro Impact Analysis
  • Table 4: SQM Vs CEM
  • Table 5: Telco CEM: Market Size, By Products Type, 2014-2019 ($Million)
  • Table 6: Telco CEM Market Size, By Products Type, Y-O-Y, 2014-2019 (%)
  • Table 7: SQM: Market Size, By Products Type, 2014-2019 ($Million)
  • Table 8: SQM: Market Size, By Products Type, Y-O-Y, 2014-2019 (%)
  • Table 9: Telco CEM: Enterprise Feedback Management Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 10: Telco CEM: Enterprise Feedback Management Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 11: SQM : Enterprise Feedback Management Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 12: SQM: Enterprise Feedback Management Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 13: Telco CEM: Web Analytics Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 14: Telco CEM: Web Analytics Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 15: SQM: Web Analytics Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 16: SQM: Web Analytics Market Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 17: Telco CEM: Text Analytics Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 18: Telco CEM: Text Analytics Marketgrowth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 19: SQM: Text Analytics Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 20: SQM: Text Analytics Marketgrowth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 21: Telco CEM: Speech Analytics Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 22: Telco CEM: Speech Analytics Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 23: SQM: Speech Analytics Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 24: SQM: Speech Analytics Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 25: Telco CEM: Others Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 26: Telco CEM: Others Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 27: SQM: Others Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 28: SQM: Others Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 29: Telco CEM: Market Size, By Providers Type, 2014-2019 ($Million)
  • Table 30: Telco CEM: Market Size, By Providers Type, 2014-2019, (Y-O-Y %)
  • Table 31: SQM: Market Size, By Providers Type, 2014-2019 ($Million)
  • Table 32: SQM: Market Size, By Providers Type, 2014-2019, (Y-O-Y %)
  • Table 33: Telco CEM: Internet Service Provider Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 34: Telco CEM: Internet Service Provider Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 35: SQM: Internet Service Provider Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 36: SQM: Internet Service Provider Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 37: Telco CEM: Telecom Service Provider Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 38: Telco CEM: Telecom Service Provider Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 39: SQM: Telecom Service Provider Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 40: SQM: Telecom Service Provider Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 41: Telco CEM: Managed Service Provider Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 42: Telco CEM: Managed Service Provider Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 43: SQM: Managed Service Provider Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 44: SQM: Managed Service Provider Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 45: Telco CEM: Other Service Providers Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 46: Telco CEM: Other Service Providers Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 47: SQM: Other Service Providersmarket Size, By End-User, 2014 - 2019 ($Million)
  • Table 48: SQM: Other Service Providersmarket Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 49: Telco CEM: Market Size, By Channels, 2014-2019 ($Million)
  • Table 50: Telco CEM: Market Size, By Channels, 2014-2019 (Y-O-Y %)
  • Table 51: SQM: Market Size, By Channels, 2014-2019 ($Million)
  • Table 52: SQM: Market Size, By Channels, 2014-2019 (Y-O-Y %)
  • Table 53: Telco CEM: Company Website Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 54: Telco CEM: Company Websitemarket Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 55: SQM: Company Website Market Size, By End-User,2014 - 2019 ($Million)
  • Table 56: SQM: Company Websitemarket Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 57: Telco CEM: Branch/Store Market Size, By End-User,2014 - 2019 ($Million)
  • Table 58: Telco CEM: Branch/Storemarket Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 59: SQM: Branch/Store Market Size, By End-User,2014 - 2019 ($Million)
  • Table 60: SQM: Branch/Storemarket Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 61: Telco CEM: Web Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 62: Telco CEM: Webmarket Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 63: SQM: Web Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 64: SQM: Webmarket Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 65: Telco CEM: Call Center Market Size, By End-User,2014 - 2019 ($Million)
  • Table 66: Telco CEM: Call Center Market Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 67: SQM: Call Center Market Size, By End-User,2014 - 2019 ($Million)
  • Table 68: SQM: Call Center Market Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 69: Telco CEM: Mobile Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 70: Telco CEM: Mobile Marketgrowth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 71: SQM: Mobile Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 72: SQM: Mobile Marketgrowth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 73: Telco CEM: Social Media Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 74: Telco CEM: Social Media Market Growth, By End-User, 2014 - 2019 (Y-O-Y %)
  • Table 75: SQM: Social Media Market Size, By End-User, 2014 - 2019 ($Million)
  • Table 76: SQM: Social Media Market Growth, By End-User,2014 - 2019 (Y-O-Y %)
  • Table 77: Telco CEM: Small and Medium Businesses Market Size, By Region,2014 - 2019 ($Million)
  • Table 78: Telco CEM: Small and Medium Businesses Market Growth, By Region, 2014 - 2019 (Y-O-Y %)
  • Table 79: SQM: Small and Medium Businesses Market Size, By Region,2014 - 2019 ($Million)
  • Table 80: SQM: Small and Medium Businesses Market Growth, By Region, 2014 - 2019 (Y-O-Y %)
  • Table 81: Telco CEM: Enterprises Market Size, By Region, 2014 - 2019 ($Million)
  • Table 82: Telco CEM: Enterprises Market Growth, By Region, 2014 - 2019 (Y-O-Y %)
  • Table 83: SQM: Enterprises Market Size, By Region, 2014 - 2019 ($Million)
  • Table 84: SQM: Enterprises Market Growth, By Region, 2014 - 2019 (Y-O-Y %)
  • Table 85: Telco CEM: Market Size, By Support Systems,2014 - 2019 ($Million)
  • Table 86: Telco CEM: Market Growth, By Support Systems,2014 - 2019 (Y-O-Y %)
  • Table 87: SQM: Market Size, By Support Systems,2014 - 2019 ($Million)
  • Table 88: SQM: Market Growth, By Support Systems,2014 - 2019 (Y-O-Y %)
  • Table 89: Telco CEM: Marketsize, By Regions,2014 - 2019 ($Million)
  • Table 90: Telco CEM: Marketsize, By Regions, 2014 - 2019 (Y-O-Y %)
  • Table 91: SQM: Marketsize, By Regions,2014 - 2019 ($Million)
  • Table 92: SQM: Marketsize, By Regions, 2014 - 2019 (Y-O-Y %)
  • Table 93: North America: Telco CEM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 94: North America: Telco CEM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 95: North America: SQM Market Size, By Product Type,2014 - 2019 ($Million)
  • Table 96: North America: SQM Market Growth, By Product Type,2014 - 2019 (Y-O-Y %)
  • Table 97: North America: Telco CEM Market Size, By Provider Type,2014 - 2019 ($Million)
  • Table 98: North America: Telco CEM Market Growth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 99: North America: SQM Market Size, By Provider Type,2014 - 2019 ($Million)
  • Table 100: North America: SQM Market Growth, By Provider Type,2014 - 2019 (Y-O-Y %)
  • Table 101: North America: Telco CEM Market Size, By Channel Type,2014 - 2019 ($Million)
  • Table 102: North America: Telco CEM Market Growth, By Channel Type, 2014 - 2019 (Y-O-Y %)
  • Table 103: North America: SQM Market Size, By Channel Type,2014 - 2019 ($Million)
  • Table 104: North America: SQM Market Growth, By Channel Type,2014 - 2019 (Y-O-Y %)
  • Table 105: Europe: Telco CEM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 106: Europe: Telco CEM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 107: Europe: SQM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 108: Europe: SQM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 109: Europe: Telco CEM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 110: Europe: Telco CEM Market Growth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 111: Europe: SQM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 112: Europe: SQM Market Growth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 113: Europe: Telco CEM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 114: Europe: Telco CEM Market Growth, By Channel, 2014 - 2019 (Y-O-Y %)
  • Table 115: Europe: SQM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 116: Europe: SQM Market Growth, By Channel, 2014 - 2019 (Y-O-Y %)
  • Table 117: Asia Pacific: Telco CEM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 118: Asia Pacific: Telco CEM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 119: Asia Pacific: SQM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 120: Asia Pacific: SQM Market Growth, By Product Type,2014 - 2019 (Y-O-Y %)
  • Table 121: Asia Pacific: Telco CEM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 122: Asia Pacific: Telco CEM Market Growth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 123: Asia Pacific: SQM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 124: Asia Pacific: SQM Market Growth, By Provider Type,2014 - 2019 (Y-O-Y %)
  • Table 125: Asia Pacific: Telco CEM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 126: Asia Pacific: Telco CEM Market Growth, By Channel Type, 2014 - 2019 (Y-O-Y %)
  • Table 127: Asia Pacific: SQM Marketsize, By Channel, 2014 - 2019 ($Million)
  • Table 128: Asia Pacific: SQM Market Growth, By Channel Type,2014 - 2019 (Y-O-Y %)
  • Table 129: Middle East and Africa: Telco CEM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 130: Middle East and Africa: Telco CEM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 131: Middle East and Africa: SQM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 132: Middle East and Africa: SQM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 133: Middle East and Africa:Telco CEM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 134: Middle East and Africa: Telco CEM Market Growth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 135: Middle East and Africa: SQM Market Size, By Provider Type,2014 - 2019 ($Million)
  • Table 136: Middle East and Africa: SQM Market Growth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 137: Middle East and Africa:Telco CEM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 138: Middle East and Africa: Telco CEM Market Growth, By Channel, 2014 - 2019 (Y-O-Y %)
  • Table 139: Middle East and Africa: SQM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 140: Middle East and Africa: SQM Market Growth, By Channel, 2014 - 2019 (Y-O-Y %)
  • Table 141: Latin America: Telco CEM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 142: Latin America: Telco CEM Market Growth, By Product Type, 2014 - 2019 (Y-O-Y %)
  • Table 143: Latin America: SQM Market Size, By Product Type, 2014 - 2019 ($Million)
  • Table 144: Latin America: SQM Market Growth, By Product Type,2014 - 2019 (Y-O-Y %)
  • Table 145: Latin America: Telco CEM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 146: Latin America: Telco CEM Marketgrowth, By Provider Type, 2014 - 2019 (Y-O-Y %)
  • Table 147: Latin America: SQM Market Size, By Provider Type, 2014 - 2019 ($Million)
  • Table 148: Latin America: SQM Marketgrowth, By Provider Type,2014 - 2019 (Y-O-Y %)
  • Table 149: Latin America: Telco CEM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 150: Latin America: Telco CEM Market Growth, By Channel, 2014 - 2019 (Y-O-Y %)
  • Table 151: Latin America: SQM Market Size, By Channel, 2014 - 2019 ($Million)
  • Table 152: Latin America: SQM Market Growth, By Channel, 2014 - 2019 (Y-O-Y %)

List of Figures

  • Figure 1: Telco CEM: Research Methodology
  • Figure 2: Telco CEM: Data Triangulation and Market Forecasting
  • Figure 3: Telco CEM Market, 2014-2019 ($Million, Y-O-Y %)
  • Figure 4: SQM Market, 2014-2019 ($Million, Y-O-Y %)
  • Figure 5: Telco CEM Process
  • Figure 6: Evolution of Telco CEM
  • Figure 7: Telco CEM: Market Segmentation
  • Figure 8: Business Value Analysis
  • Figure 9: Telco CEM Ecosystem
  • Figure 10: Telco CEM: Market Size, By Products Type, 2014-2019 ($Million)
  • Figure 11: SQM : Market Size, By Products Type, 2014-2019 ($Million)
  • Figure 12: Telco CEM: Market Size, Market Size, By Providers Type 2014-2019 ($Million)
  • Figure 13: SQM: Market Size, Market Size, By Providers Type 2014-2019 ($Million)
  • Figure 14: Telco CEM: Market Size, By Channels, 2014-2019 ($Million)
  • Figure 15: SQM: Market Size, By Channels, 2014-2019 ($Million)
  • Figure 16: Telco CEM: Market Size, By Regions, 2014 - 2019 ($Million)
  • Figure 17: SQM: Market Size, By Regions, 2014 - 2019 ($Million)
  • Figure 18: Telco CEM: Ecosystem
  • Figure 19: Telco CEM: Product Porfolio Comparison
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