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市場調查報告書

顧客關懷:全球市場佔有率

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:全球市場佔有率 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

本報告提供通訊產業的顧客關懷 (客戶服務) 系統市場相關調查分析,以主要供應商 (領導者,挑戰者) 為焦點,提供市場佔有率的資料,發展趨勢,26家供應商的簡介等系統性資訊。

目錄

  • 摘要整理
  • 商務環境
  • 市場佔有率
    • 產品相關的收益
    • 專業服務的收益
  • 供應商分析
  • 市場定義
  • 關於著者、ANALYSYS MASON

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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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