The report “Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics), & by Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)” defines and segments the SQM and CEM market into various sub-segments with an in-depth analysis and forecasting of revenues. The report also identifies the factors driving this market, various restraints and opportunities impacting it, along with the technology roadmap and adoption trends.
The Telco CEM market will grow from $1.6 billion in 2014 to $2.3 billion by 2019 and the SQM market will grow from $1.5 billion in 2014 to $2.1 billion by 2019, at a CAGR of 7.41% and 6.69%, respectively, during the forecast period.
This report focuses on Telco service providers by taking into consideration aspects of Service Quality Management (SQM), Service Level Agreement (SLA) monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco Customer Experience Management Market is segmented into five geographical regions, namely North America, Latin America, Europe, Asia-Pacific, and Middle East and Africa.
Scope of the Report
On the basis of product type:
• Enterprise Feedback Management (EFM)
• Web analytics
• Text analytics
• Speech analytics
On the basis of providers’ type:
• Internet Service Providers (ISP)
• Telecom Service Providers (TSP)
• Managed Service Providers (MSP)
On the basis of channel:
• Company website
• Call center
• Social media
On the basis of end user:
• Small and Medium Businesses (SMBs)
On the basis of support system:
• Operations Support System (OSS)
• Business Support System (BSS)
The targeted audience for this report includes stakeholders from the following technical sectors:
• Communication service providers
• Mobile network operators
• IT suppliers
• Software and system integrators
• Value Added Resellers (VARs)
• Software developers
The service quality management market report will provide detailed industry data, market dynamics (drivers, restraints, trends, and opportunities), key players, and competitive outlook. It will also provide market tables for the sub-segments and micro-markets. In addition, the report also provides competitive landscape and company profiles of the 10 leading players.
Ask for PDF Brochure: Service Quality Management (SQM) worth $2.1 Billion & Telco Customer Experience Management (CEM) Market
MarketsandMarkets broadly segments the SQM and Telco CEM market by analytic types: enterprise feedback management, text analytics, web analytics, speech analytics, and others; by touch points: company website, branch/store, the web, and mobile and social media; by end users: small and medium businesses and enterprises; and by regions: North America (NA), Europe, Asia-Pacific (APAC), Middle East and Africa (MEA), and Latin America (LA).
CEM is a necessary mechanism for gaining competitive advantage in the market. Organizations implement CEM to improve and upgrade their level of customer service. There are different tools and techniques that are used in the CEM process. The advancements in Internet technology and usage patterns have compelled organizations to manage traditional as well as introduce new and innovative customer channels. Traditional methods of customer interaction include retail outlets and sales representatives, whereas some of the emerging customer channels are social media, mobile phones, e-mails, and blog websites. These channels focus on business organizations and help in identifying gaps and developing optimized VAS in products and services based on the customer demand and customer feedback. VAS acts as a critical factor in acquiring and retaining customers as well as in enhancing the customer lifetime value.
Browse 152 market data tables, 19 figures spread through 221 pages and in-depth TOC on “Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market (EFM, Web Analytics, Text Analytics, Speech Analytics) (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)”
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