Cover Image
市場調查報告書

全球顧客關懷系統市場預測 2015-2019年

Customer Care Systems: Worldwide Forecast 2017-2021

出版商 Analysys Mason 商品編碼 234174
出版日期 內容資訊 英文 58 slides
商品交期: 最快1-2個工作天內
價格
Back to Top
全球顧客關懷系統市場預測 2015-2019年 Customer Care Systems: Worldwide Forecast 2017-2021
出版日期: 2017年07月18日 內容資訊: 英文 58 slides
簡介

全球顧客關懷軟體市場預計從2015年到2019年以9.3%的年複合成長率成長,這個成長是由通訊服務供應商 (CSP) 的收益擴大的需求,及顧客滿意度的改善和削減客戶流失而促進。

本報告提供全球顧客關懷系統市場相關調查、各應用/通訊服務/地區的5年的支出預測、主要的市場影響因素分析、各地區趨勢與其影響,及ISV (網際網路服務供應商) 、CSP的提案等彙整,為您概述為以下內容。

主要的預測

  • 全球顧客服務系統市場上支出的5年預測
    • 4個應用區分:客戶對話 (CI) 、顧客關係管理 (CRM) 、用戶管理 (SM) , 及設備管理 (DM)
    • 4個通訊服務:行動、PSTN、商務及住宅導向寬頻
    • 4個地區:亞太地區 (APAC)、 歐洲/中東/非洲 (EMEA)、南美 (LATAM) 及北美 (NA)
  • 市場成長的促進因素與阻礙因素分析與其在預測期間內的變化
  • 顧客服務系統影響市場的商業環境及地區動態分析
  • 詳細的市場定義
  • CSP、供應商的建議

目錄

  • 摘要整理
  • 建議
  • 預測
  • 市場成長的促進要素、阻礙要素
  • 商業環境
  • 市場定義
  • 著者、 ANALYSYS MASON

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄

"SaaS-based customer care systems will become the preferred choice for communications service providers by 2021."

The worldwide customer care systems market is forecast to grow from USD13.9 billion in 2016 to USD14.7 billion in 2021 at a CAGR of 1.2%, driven by communications service providers' (CSPs') push to increase customer self-service in the short term and adopting automated attendants in the long term. Professional services spending will grow, but revenue from outsourcing operations will decline.

THIS FORECAST REPORT PROVIDES:

  • a detailed, 5-year worldwide forecast for spending in the customer care systems market, split into:
    • four application segments: customer relationship management (CRM), customer interaction, subscriber management and device management
    • two delivery types: product-related and professional services
    • four telecoms services: consumer mobile, consumer fixed, business mobile, and business fixed
    • eight geographical regions: Central and Eastern Europe (CEE); developed Asia-Pacific (DVAP), emerging Asia-Pacific (EMAP); Latin America (LATAM); the Middle East and North Africa (MENA); North America (NA); Sub-Saharan Africa (SSA) and Western Europe (WE).
  • 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 author:

Atul Arora (Senior Analyst) is the lead analyst for the Customer Care programme and a contributor to the Digital Experience, Software Forecast and Strategy and Telecoms Software Market Shares programmes. His areas of interest include the digitalisation of CSPs' customer engagement systems, omni-channel commerce and care and CSPs' use of social media. Atul also works on custom projects for telecoms operators and vendors, which include providing strategic advisory and undertaking market assessment work. He holds an MSc in Neuroscience from University College London and a bachelor's degree from Jaypee University (India).

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • RECOMMENDATIONS
  • FORECAST
  • MARKET DRIVERS AND INHIBITORS
  • BUSINESS ENVIRONMENT
  • MARKET DEFINITION
  • ABOUT THEAUTHOR AND ANALYSYS MASON
Back to Top