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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 2016-2020

出版商 Analysys Mason 商品編碼 234174
出版日期 內容資訊 英文 48 slides
商品交期: 最快1-2個工作天內
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全球顧客關懷系統市場預測 2015-2019年 Customer Care Systems: Worldwide Forecast 2016-2020
出版日期: 2016年09月20日 內容資訊: 英文 48 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

"Communications service providers' desire to provide an omni-channel experience and deploy cloud-native systems will drive investment in the customer care systems market."

The worldwide customer care systems market is forecast to grow from USD11.7 billion in 2015 to USD15.5 billion in 2020 at a CAGR of 5.8%. The market will be driven by communications service providers' (CSPs') focus on adopting an omni-channel architecture and deploying cloud-native systems in the short term, and automated attendants and user-level engagement in the long term.

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.

Table of Contents

  • EXECUTIVE SUMMARY
  • RECOMMENDATIONS
  • FORECAST
  • MARKET DRIVERS AND INHIBITORS
  • BUSINESS ENVIRONMENT
  • MARKET DEFINITION
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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