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Customer Care Systems: Worldwide Forecast 2010–2014
Analysys Mason Group, Aug 2010, Pages: 43+
Increasing attention is being paid to customer care systems worldwide, as CSPs offer more-complex service bundles and more services on smart user devices. CSP spending on customer care software will accelerate as the global economy recovers and competition between CSPs intensifies.
In the short term, growth in the market for customer care systems will be driven by: increasing competition in both mature and emerging markets, which will require higher levels of customer service; the push towards instant availability of complex service bundles; the need to operate in uncertain and changing business environments; deregulation of the broadband and mobile markets in emerging economies; and the increasing desire to meet the needs of SMEs. In the long term, CSPs' need to dramatically reduce their cost structures, new 'double-sided' business offerings, cloud computing and storage services, and a renewed interest in convergence projects will also drive growth in this market.
This report provides a quantitative forecast for the customer care software market and its sub-segments by year, service and geography. It also describes the market and technological forces that will drive these numbers, and provides practical advice to software vendors on how they can ride these new waves of opportunity and to operators on where they should focus their spending.
The report is a companion to the previously published Customer care market share report 2009, which detailed the current business conditions and market shares, offerings and strategies of the major software providers.
Customer care systems: worldwide forecast 2010–2014 answers your key questions:
- What are the growth rates for the CRM, subscriber management and customer interaction sub-segments of the customer care systems market, by geography and telecoms service?
- What is the future of telecoms retail store management systems?
- What are the key market drivers and inhibitors, and how will they change with time?
- What regional dynamics may influence the market?
- What technologies and services are influencing this market?
- What can ISVs and CSPs do to benefit from these changes?
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