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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 Systems: Worldwide Market Shares 2015

出版商 Analysys Mason 商品編碼 278398
出版日期 內容資訊 英文 74 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 Systems: Worldwide Market Shares 2015
出版日期: 2016年08月02日 內容資訊: 英文 74 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

"CSPs' efforts to deliver a digital experience to their customers drove investment in customer care systems in 2015."

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 was driven by CSPs' aims to deploy omni-channel systems, provide self-service and enable a digital experience for customers.

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 year-on-year comparison of the market shares in 2014 and 2015
  • a summary of key market developments in the market overall and each sub-segment
  • detailed profiles of 28 vendors in this market, and summaries of other players.

COMPANY COVERAGE

  • Accenture
  • Alcatel-Lucent
  • 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
  • Redknee
  • Salesforce
  • SAP
  • Synapse Mobile Networks
  • Tata Consultancy Services
  • UXP Systems
  • Vlocity

SAMPLE PAGES

ABOUT THE AUTHORS

Atul Arora (Analyst) is a member of Analysys Mason's Telecoms Software research team, and manages and contributes to the Customer Care, Telecoms Software Forecasts and Telecoms Software Market Shares programmes. His areas of interest include the digitalisation of communications service providers' (CSPs') systems, omni-channel customer care and CSPs' use of social media. Atul has worked on a range of projects for telecoms operators and vendors, which include providing strategic advisory, market assessment and forecast modelling. He holds a bachelor's degree from Jaypee University (India) and a master's degree in neuroscience from University College London.

Dr. Mark H. Mortensen (Research Director) is the Research Director and Practice Head for customer-facing systems in Analysys Mason's Telecoms Software and Networks research stream. He is also the lead analyst for the Customer Care research programme. His interest areas include the conversion of CSPs to modern DSP operations, the effect of network virtualisation on operations, and the evolution of software architecture in the cloud world.

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • BUSINESS ENVIRONMENT
  • MARKET SHARES
    • PRODUCT-RELATED REVENUE
    • PROFESSIONAL SERVICES REVENUE
  • VENDOR ANALYSIS
  • MARKET DEFINITION
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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