Customer care: worldwide market shares 2016

Customer care: worldwide market shares 2016

  • June 2017 •
  • 76 pages •
  • Report ID: 4959460 •
  • Format: PDF
"Deployment of cloud-native systems has increased faster than expected, while artificial-intelligence-driven customer support systems have attracted operators' attention."

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 in the product segment was driven by communications service providers’ aim of enabling digital experience for their customers, while the professional services segment declined due to a reduction in call centre outsourcing business.

- detailed market share data for the customer care systems market overall, as well as four sub-segments:
- customer relationship management (CRM)
- customer interaction
- subscriber management
- device management
- a summary of key developments in the market overall and in each sub-segment
- detailed profiles of 26 vendors in this market, and summaries of other players.

- Accenture
- Amdocs
- Atos Consulting
- Avaya
- Brand Embassy
- Conversocial
- CSG International
- Dimelo
- Ericsson
- Genesys
- Hewlett Packard Enterprise
- Huawei Technologies
- innoPath
- Lithium
- Microsoft
- NEC/Netcracker
- Nokia Networks
- Oracle
- Pegasystems
- Salesforce
- Synapse Mobile Networks
- Tata Consultancy Services
- UXP Systems
- Vlocity

- Customer relationship management (CRM)
- Customer interaction
- Subscriber management
- Device management

Who Should Read This Report
- Vendor strategy teams that need to understand where growth is slowing and where it is increasing across different sub-segment categories.
- Product management teams responsible for feature functionality and geographical focus, and product marketing teams responsible for market-share growth.
- Market intelligence teams at vendors that want to understand how their competitors compare to each other.
- CSPs that are planning digital transformation journeys and want to ensure that their current vendors are staying up to date.

Key Questions Answered in This Report
- What was the overall size of the market for telecoms-specific customer care software systems and what drove this spending among CSPs?
- How did spending vary across different sub-segments of the customer care market?
- Who are the major vendors and what is their share of revenue in the customer care systems market?
- What are the different drivers and growth rates for CSPs’ spending on products, product-related services and professional services?


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