Customer Care Systems: Worldwide Market Shares 2015
|出版日期||內容資訊||英文 74 Slides
|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||
"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.
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.