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市場調查報告書

顧客關懷系統:全球市場佔有率 2014年

Customer Care: Worldwide Market Shares 2016

出版商 Analysys Mason 商品編碼 278398
出版日期 內容資訊 英文 76 Slides
商品交期: 最快1-2個工作天內
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顧客關懷系統:全球市場佔有率 2014年 Customer Care: Worldwide Market Shares 2016
出版日期: 2017年06月19日 內容資訊: 英文 76 Slides
簡介

不僅是社群媒體的顧客服務解決方案,合併分析功能到顧客關懷系統供應商的服務,為產業特有的應用打開該市場,成為客戶經驗改善的促進要素。

本報告提供顧客關懷系統市場相關調查、市場整體及4個子區隔的市場佔有率資料、主要供應商簡介,為您概述為以下內容。

主要的調查內容

  • 顧客關懷系統市場整體及4個子區隔的詳細市場佔有率資料
    • 顧客關係管理 (CRM)
    • 顧客互動
    • 用戶管理
    • 設備管理
  • 市場佔有率的前一年同步比
  • 市場整體及各子區隔主要的市場發展的摘要
  • 27家主要供應商的詳細介紹以及其他企業的摘要

調查對象企業

  • Alcatel-Lucent
  • Amdocs
  • Avaya
  • Brand Embassy
  • Brite:Bill
  • Comverse
  • Conversocial
  • CSG International
  • Dimelo
  • Ericsson
  • Genesys
  • Hewlett-Packard
  • Huawei Technologies
  • innoPath
  • Mformation Software Technologies
  • Microsoft
  • NetCracker Technology
  • Nokia Networks
  • Oracle
  • Orga Systems
  • Pegasystems (Pega)
  • Redknee
  • salesforce.com
  • SAP
  • Synapse Mobile Networks
  • UXP Systems
  • Vlocity

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

"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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