Product Code: MCP-7838
This report analyzes the worldwide markets for Customer Experience Monitoring in US$ Thousands. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 49 companies including many key and niche players such as -
Aternity, Inc.
BMC Software, Inc.
CA Technologies, Inc.
Comarch SA
Compuware Corporation
Table of Contents
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
- Study reliability and Reporting Limitations
- Disclaimers
- Data Interpretation & Reporting Level
- Quantitative Techniques & Analytics
- Product Definitions and Scope of Study
II. EXECUTIVE SUMMARY
1. OUTLOOK
- A Prelude
- End-User Experience Monitoring - Gaining Impetus
- Increasing Need for Web Performance Monitoring
- Increasing Importance of CEM in Telecom
- Current & Future Analysis
2. INDUSTRY OVERVIEW AND TRENDS
- Market Scenario
- Customer Experience Management Market to Witness Significant Growth
- CEM Emerges as a Tool for Enhancing Customer Loyalty and Increasing Profitability
- Evolution of Customer Experience Monitoring
- Key Practices Expected to Allow Companies Gain Maximum Benefits from CEM
- Integration of Management Tools to Convert Data into Action
- Focus on Diagnostics through Customer Interactions
- Sharing of Customer Reports across the Organization
- Integration of Diversified Data Sources
- Monitoring Unsolicited and Unstructured Feedback
- Closure of Customer Feedback Loop
- Encouraging Customer Participation through Interactive Surveys
- Integrating Social Media for Monitoring Customer Experience
- Correlating Customer Feedbacks with Brand Experience
- Impact of Social Media on Improving Customer Experience
- Telecommunications Sector Eyeing CEM for Customer Retention and Acquisition
- Conventional Revenue Generating Measures Make Way for Managing Customer Experience in Telecom
- Available Technologies Leave Much to be Desired
- Grouping Available CEM Solutions for Telecom
- Network Probes Lose Sheen in Telecom Industry
- Rising Mobile Internet Traffic Spawns New Analytical Solutions
- Website and Web Applications Experience Monitoring
- The Need for Combining Active and Passive Monitoring Arises
- APM Tools Gain Prominence
- What Does APM Do?
- Future Prospects in APM Capabilities
- Competition to Further Intensify
- Demand for Tag Management Solutions Gains Momentum
- Increasing Prominence of Component Level and Real User Monitoring Solutions
- Rising Demand for Compressive Web Analytics
- Web Analytics Market Matures, Consolidation Activity Slows Down
- Consolidation Activity in the Web Analytics Market: 2010-2012
- Select Vendors of Customer Experiencing Monitoring Tools
3. PRODUCT OVERVIEW
- Customer Experience: An Introduction
- Methods for Improving Customer Experience
- What is Customer Experience Monitoring?
- Customer Experience Monitoring vs. Customer Relationship Management
- Benefits
- Factors Restricting Organizations from Implementing Customer Experience Monitoring
- End User/Customer Experience Monitoring Tools - Definition
- Major Benefits of End-User Monitoring Solutions
- Methods for End-User Experience Monitoring
- Synthetic Transactions
- Passive Collector
- Javascript
- Types of Website Monitoring Solutions
- Passive Monitoring/Real-User Monitoring
- Major Benefits
- Major Disadvantages
- Active Monitoring/Synthetic Monitoring
4. PRODUCT INNOVATIONS/INTRODUCTIONS
- CustVox Introduces Customer Experience Management Maturity Assessment Tool
- CA Technologies Updates CA Workload Automation Solution
- Huawei Technologies Incorporates IDEAL Use Cases in HUAWEI SmartCare CEM Solution
- Accanto Launches iCEM Monitoring Platform
- Oracle Introduces RightNow CX Cloud Service
- Amplified Analytics Unveils NPS® Voice of Customer Reporting
- Neustar Introduces Neustar® Web Performance Management Solution
- Nokia Siemens Networks Upgrades Customer Experience Management on Demand Portal
- Tealeaf Technology Unveils New Version of Tealeaf CX Mobile Solution
- CA Technologies Updates CA Infrastructure Management Solution
- Nokia Siemens Networks Rolls Out CEM for Liquid Net Software
- Metrica Systems Unveils Social Media and Cross- channel Voice of the Customer Analytics solution
- Nexus Telecom Unveils Nexus8630 Protocol Analyzer System
5. RECENT INDUSTRY ACTIVITY
- CustVox Enters into Partnership with Jacobsons Direct Marketing Services
- Nexus Telecom Enters into Partnership with Aito Technologies
- IBM Acquires Tealeaf Technology
- Oracle Takes Over RightNow Technologies
- Guangdong and Nokia Siemens Networks Ink Agreement
- Telkomsel Selects Customer Experience Management on Demand Portal of Nokia Siemens Networks
- Bharti Airtel Deploys Customer Experience Management Platform of Nokia Siemens Networks
- Zain Kuwait Deploys Customer Experience Management Offerings of Nokia Siemens Networks
- Aito Technologies Enters into Partnership with Anritsu
- United Marketing Group Selects Customer Experience Monitoring Program for Partner Clients
- GlobalConnect Australia Enters into Partnership with Metrica Systems
- Lightower Fiber Networks Selects Telecom Operations and Management Solution of NetCracker Technology
- Automatos and Clearway Network Management Solutions Extend Partnership
6. FOCUS ON SELECT PLAYERS
- Aternity, Inc. (US)
- BMC Software, Inc. (US)
- CA Technologies, Inc. (US)
- Comarch SA (Poland)
- Compuware Corporation (US)
- CorrelSense, Inc. (US)
- Dominion Digital, Inc. (US)
- Huawei Technologies Co., Ltd. (China)
- IBM (US)
- Inforonics Global Services, LLC (US)
- Knoa Software, Inc. (US)
- KoHorts IT Services, LLC (US)
- Metrica Systems Pvt. Ltd. (India)
- NetCracker Technology Corp. (US)
- New Relic, Inc. (US)
- NEXA Group Pty Ltd. (Australia)
- Nokia Siemens Networks Oy (Finland)
- Oracle Corporation (US)
- RADCOM Ltd. (Israel)
- RadioOpt GmbH (Germany)
- Riverbed Technology, Inc. (US)
7. GLOBAL MARKET PERSPECTIVE
- Table 1: World Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - US, Canada, Europe, Asia-Pacific (including Japan) and Rest of World Markets Independently Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
- Table 2: World 10-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenue Figures for US, Canada, Europe, Asia-Pacific (including Japan) and Rest of World Markets for Years 2009, 2013 and 2018 (includes corresponding Graph/Chart)
III. MARKET
1. THE UNITED STATES
- A. Market Analysis
- Current & Future Analysis
- Product Launches
- Strategic Corporate Developments
- Key Players
- B. Market Analytics
- Table 3: US Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
2. CANADA
- Market Analysis
- Table 4: Canadian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
3. EUROPE
- A. Market Analysis
- Current & Future Analysis
- Product Launches
- Strategic Corporate Developments
- Key Players
- B. Market Analytics
- Table 5: European Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets Independently Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
- Table 6: European 10-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenue Figures for France, Germany, Italy, UK and Rest of Europe Markets for Years 2009, 2013 and 2018 (includes corresponding Graph/Chart)
4. ASIA-PACIFIC
- A. Market Analysis
- Current & Future Analysis
- Product Launches
- Strategic Corporate Developments
- Key Players
- B. Market Analytics
- Table 7: Asia-Pacific Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
5. REST OF WORLD
- A. Market Analysis
- Current & Future Analysis
- Strategic Corporate Developments
- Key Player
- B. Market Analytics
- Table 8: Rest of World Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
IV. COMPETITIVE LANDSCAPE
