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市場調查報告書

CEM(客戶經驗經營管理):為了滿足CEM所有需求的多廠商解決方案的必要性

Customer Experience Management: A Multi-Vendor Solution is Required to Address all CEM Needs

出版商 Analysys Mason 商品編碼 322918
出版日期 內容資訊 英文 46 Slides
商品交期: 最快1-2個工作天內
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CEM(客戶經驗經營管理):為了滿足CEM所有需求的多廠商解決方案的必要性 Customer Experience Management: A Multi-Vendor Solution is Required to Address all CEM Needs
出版日期: 2015年01月14日 內容資訊: 英文 46 Slides
簡介

認真致力於改善客戶經驗的CSP(Communications service provider)對各公司來說,必需利用可分析客戶的回饋,反映給內部營運系統的系統。 透過這個系統,CSP可謀求營運最佳化,改善客戶經驗。由於CEM(客戶經驗經營管理)的範圍廣泛,需要許多來自BSS及OSS系統的KPI和其他資料。

本報告提供CEM(客戶經驗經營管理)的解決方案、系統、供應商的相關調查、CSP的需求與可處理的系統的檢驗、主要供應商簡介等彙整資料。

提供內容

  • 可應對CSP的CEM相關需求的系統相關考察、CEMS(客戶經驗管理系統)的評估、一家供應商是否可提供的檢驗
  • CEMS市場分析
  • 主要供應商簡介
  • 解決方案的評估相關定義、架構

調查對象企業

  • Accanto Systems
  • Ericsson
  • Hewlett-Packard
  • Huawei Technologies
  • IBM
  • Medallia
  • NICE Systems
  • Nokia
  • Oracle
  • ResponseTek Networks
  • Satmetrix Systems
目錄

CSPs can create a CEMS, but need to integrate multiple vendor solutions to manage the customer experience.

Communications service providers (CSPs) that are serious about improving customer experience must use systems that measure customer feedback to enable them to relate this back to internal operational systems. This enables them to optimise their operations and improve customer experience. The scope of customer experience management (CEM) is extensive, therefore KPIs from many BSS and OSS systems are required as well as other data.

THIS STRATEGY REPORT:

  • considers which systems CSPs need to address their CEM needs, examines customer experience management systems (CEMS) and considers whether they can be provided by a single vendor
  • assesses the CEMS market
  • provides vendor profiles of key players in the CEMS market
  • provides a definition and framework for assessing solutions.

COMPANY COVERAGE

  • Accanto Systems
  • Ericsson
  • Hewlett-Packard
  • Huawei Technologies
  • IBM
  • Medallia
  • NICE Systems
  • Nokia
  • Oracle
  • ResponseTek Networks
  • Satmetrix Systems

INFOGRAPHIC: COMPARISON OF THE SCOPE AND FUNCTIONALITY OF
A CEMS AND CUSTOMER SUPPORT APPLICATIONS

ABOUT THE AUTHOR

Justin van der Lande (Principal Analyst) leads the Analytics Software Strategies, Customer Experience Management Software Strategies and CSP IT Strategies research programmes, which are part of Analysys Mason's Telecoms Software research stream. He specialises in business intelligence and analytics tools, the functionality of which cuts across all of the research programmes in this area. He also provides project management for large-scale projects within our Telecoms Software research. Justin has more than 20 years' experience in the communications industry in software development, marketing and research. He has held senior positions at NCR/AT&T, Micromuse (IBM), Granite Systems (Telcordia) and at the TM Forum. Justin holds a BSc in Management Science and Computer Studies from the University of Wales.

SAMPLE PAGES

Table of Contents

  • EXECUTIVE SUMMARY
  • ANALYTICS TOOLS
  • INSIDE-OUT AND OUTSIDE-IN DATA
  • THE COMPLETE CUSTOMER LIFE CYCLE
  • APPENDIX
  • VENDOR PROFILES
  • DEFINITION OF CEMS AND ITS COMPONENTS
  • ABOUT THE AUTHOR AND ANALYSYS MASON
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