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Customer Experience Monitoring - Global Strategic Business Report Product Image

Customer Experience Monitoring - Global Strategic Business Report

  • Published: August 2013
  • Region: Global
  • 127 Pages
  • Global Industry Analysts, Inc

This report analyzes the worldwide markets for Customer Experience Monitoring in US$ Million. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, and Rest of World. Annual estimates and forecasts are provided for the period 2009 through 2018.

The report profiles 51 companies including many key and niche players such as:

- Aternity Inc.
- BMC Software Inc.
- CA Technologies Inc.
- Comarch Inc.
- Compuware Corporation
- CorrelSense Ltd.
- Dominion Digital Inc.
- Huawei Technologies Co. Ltd.
- IBM
- Inforonics Global Services LLC
- Knoa Software Inc.
- KoHorts IT Services LLC
- Metrica Systems Pvt. Ltd.
- NetCracker Technology Corp.
- New Relic Inc.
- NEXA Group Pty Ltd.
- Nokia Siemens Networks Oy
- Oracle Corporation
- RADCOM Ltd.
- RadioOpt GmbH
- Riverbed Technology Inc.

Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs.

Please note: Reports are sold as single-site single-user licenses. Electronic versions require 24-48 hours as each copy is customized to the client with digital controls and custom watermarks.

For information on site licence pricing please click on Enquire before buying.

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
Major Advantages

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

Total Companies Profiled: 51

The United States (25)
Canada (5)
Japan (1)
Europe (12)
- France (3)
- Germany (2)
- Rest of Europe (7)
Asia-Pacific (Excluding Japan) (6)
Middle-East (2)

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