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Factors Affecting the Customer Care Market in 2009

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Customer care market share report 2009

Mark H. Mortensen

June 2010

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2 Contents

4. Document map – Executive summary

5. Overall customer care market shares for 2009

6. Overall customer care market shares, with 2008 comparison

7. Factors that affected the customer care market in 2009

8. Customer care market summary by sub-segment

9. Customer care regional market summary, with 2008 comparison

10. Document map – Recommendations

11. Recommendations for mobile CSPs

12. Recommendations for CSPs

13. Recommendations for ISVs

14. Document map – Market definition

15. Telecoms software market segmentation

16. Definitions of customer care and its sub-segments

17. Definitions of service segments and revenue types 18. Document map – Business environment

19. Overall telecoms market growth was dampened, except in specific technological and geographical areas

20. Regional customer care outlook for 2010 21. Document map – Market shares

22. Customer care overall market shares in 2009

23. Customer care product market shares in 2009

24. Customer care product-related services market shares in 2009

25. CRM market shares in 2009

26. Top six CRM vendors in 2009

27. Subscriber management overall market shares in 2009

28. Customer interaction overall market shares in 2009 29. Document map – Vendor analysis

30. Amdocs 31. AsiaInfo 32. Avaya 33. BroadVision 34. Comverse 35. Convergys 36. CSG 37. Genesys 38. Huawei 39. Infor 40. Microsoft 41. Oracle 42. SAP

43. Vendor analysis summary [1]

44. Vendor analysis summary [2]

Slide no. Slide no.

Contents [1]

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3

Contents [2]

Contents

45. Document map – Annexes

46. Annexes – Sub-segment definitions and deployment architecture

47. Customer relationship management (CRM)

48. Subscriber management

49. Customer interaction

50. Modern customer care flow

51. Annexes – Mergers and acquisitions

52. Customer care mergers and acquisitions

53. Document map – Author, copyright and key to acronyms

54. Author

55. Copyright

56. Key to acronyms [1]

57. Key to acronyms [2]

58. Document map – List of figures and tables

59. List of figures and tables [1]

60. List of figures and tables [2]

61. List of figures and tables [3]

62. List of figures and tables [4]

63. Document map – About Analysys Mason

64. About Analysys Mason

65. Research from Analysys Mason

66. Consulting from Analysys Mason

Slide no. Slide no.

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60

List of figures and tables [1]

Figure 1: Customer care market shares by revenue, worldwide, 2009 Figure 2: Customer care market shares by revenue, 2008 and 2009 Figure 3: Customer care market shares by region, 2008 and 2009 Figure 4: Telecoms software market segments

Figure 5: Customer care market shares by revenue, worldwide, 2009

Figure 6: Customer care product market shares by revenue, worldwide, 2009

Figure 7: Customer care product-related services market shares by revenue, worldwide, 2009 Figure 8: Customer care CRM market shares by revenue, worldwide, 2009

Figure 9: Customer care subscriber management market shares by revenue, worldwide, 2009 Figure 10: Customer care customer interaction market shares by revenue, worldwide, 2009 Figure 11: Amdocs’ customer care revenue, worldwide, 2008 and 2009

Figure 12: Amdocs’s customer care revenue by region, 2009

Figure 13: AsiaInfo’s customer care revenue, worldwide, 2008 and 2009 Figure 14: AsiaInfo’s customer care revenue by region, 2009

Figure 15: Avaya’s customer care revenue, worldwide, 2008 and 2009 Figure 16: Avaya’s customer care revenue by region, 2009

List of figures and tables

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61

List of figures and tables [2]

Figure 17: BroadVision’s customer care, worldwide, 2008 and 2009 Figure 18: BroadVision’s customer care revenue by region, 2009

Figure 19: Comverse’s customer care revenue, worldwide, 2008 and 2009 Figure 20: Comverse’s customer care revenue by region, 2009

Figure 21: Convergys’s customer care revenue, worldwide, 2008 and 2009 Figure 22: Convergys’s customer care revenue by region, 2009

Figure 23: CSG’s customer care revenue, worldwide, 2008 and 2009 Figure 24: CSG’s customer care revenue by region, 2009

Figure 25: Genesys’s customer care revenue, worldwide, 2008 and 2009 Figure 26: Genesys’s customer care revenue by region, 2009

Figure 27: Huawei’s customer care revenue, worldwide, 2008 and 2009 Figure 28: Huawei’s customer care revenue by region, 2009

Figure 29: Infor’s customer care revenue, worldwide, 2008 and 2009 Figure 30: Infor’s customer care revenue by region, 2009

Figure 31: Microsoft’s customer care revenue, worldwide, 2008 and 2009 Figure 32: Microsoft’s customer care revenue by region, 2009

List of figures and tables Customer care market share report 2009

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62

List of figures and tables [3]

Figure 33: Oracle’s customer care revenue, worldwide, 2008 and 2009 Figure 34: Oracle’s customer care revenue by region, 2009

Figure 35: SAP’s customer care revenue, worldwide, 2008 and 2009 Figure 36: SAP’s customer care revenue by region, 2009

Figure 37: CRM system key functions

Figure 38: Subscriber management system key functions Figure 39: Customer interactions system key functions Figure 40: Modern customer care information flow Table 1: Customer care and its sub-segments Table 2: Service segments

Table 3: Revenue types Table 4: Amdocs analysis Table 5: AsiaInfo analysis Table 6: Avaya analysis

Table 7: BroadVision analysis Table 8: Comverse analysis

List of figures and tables Customer care market share report 2009

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63

List of figures and tables [4]

Table 9: Convergys analysis Table 10: CSG analysis Table 11: Genesys analysis Table 12: Huawei analysis Table 13: Infor analysis Table 14: Microsoft analysis Table 15: Oracle analysis Table 16: SAP analysis

Table 17a–b: Comparison of customer care ISVs

Table 18: Customer care mergers and acquisitions, 2005 to June 2010

List of figures and tables Customer care market share report 2009

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64

Document map

Executive summary

Recommendations

Market definition

Business environment

Market shares

Vendor analysis

Annexes

Document map: About Analysys Mason

Authors, copyright and key to acronyms

List of figures and tables

About Analysys Mason

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65

About Analysys Mason

Analysys Mason is the preferred partner of

telecoms, IT and media organisations worldwide. Through our global presence, we deliver strategy advice, operations support and market intelligence to leading commercial and public sector organisations in more than 80 countries. Our clients rely on our consulting and research services to make better business decisions.

The intellectual rigour, operational experience and insight of our people have helped our clients to meet some of the toughest challenges they face within the industry. We have consistently delivered significant and sustainable business benefits to our clients during the past 20 years on issues ranging from advising on operator strategy and tactics, development of national sector regulation, through execution of major financial transactions, to the deployment of public and private network

infrastructure.

We are respected worldwide for the exceptional quality of our work, our independence and the

flexibility of our teams in responding to client needs. We are passionate about what we do and are

committed to delivering excellence to our clients. Analysys Mason offers two types of service:

z Consulting: We work with our clients to provide

customised advice and support throughout the business cycle, helping major players to set strategy, plan for change and implement that change. We have worked on a wide range of

projects that support our partners and help them to increase revenue, reduce costs, plan for the future and minimise risk.

z Research: We offer research programmes and

custom research to help our clients to identify key strategic issues, formulate strategies, identify trends and opportunities, and measure

performance.

For more information visit our website at www.analysysmason.com.

About Analysys Mason

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66 About Analysys Mason

For more information about our research programmes and custom research services, please visit www.analysysmason.com/research.

Analysys Mason provides a portfolio of research services that help organisations to understand major strategic shifts, as well as country- and region-specific trends, in the global telecoms industry. Through a combination of granular market data and forecasts, and independent qualitative analysis and insight, we enable clients to make informed strategic and tactical decisions, reduce risk and benchmark their business performance.

Analysys Mason’s research portfolio

Research from Analysys Mason

Telecoms Networks Telecoms Software

Wireless Networks Fixed Networks

Service Assurance Billing Service Fulfilment SDP Strategies Telecoms Software Strategies Infrastructure Solutions Telecoms Software Market Shares Telecoms Software Forecasts

Telecoms Market Matrix Core Forecasts Country Reports Operators, Services and Markets Voice Mobile Broadband Mobile Content and Applications Fixed Broadband Enterprise Global Growth Markets Research programmes Research streams Customer Care

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67

Analysys Mason offers consulting services that span the entire business development cycle from strategy

development, through planning and implementation, to review. We help clients in the public and private sectors to make the best possible business decisions on many key issues, including investment, strategy, policy,

procurement, network roll-out and market entry.

Analysys Mason advises clients in many industry sectors

Consulting from Analysys Mason

About Analysys Mason

For more information about our consulting services, please visit www.analysysmason.com/consulting.

Mobile operators

Delivering value through strategy planning and

implementation Media companies Helping to maximise revenue in converging markets Public sector organisations

Providing ICT and procurement advice for emergency services and

public bodies

Regulators

Establishing and implementing policy frameworks in telecoms

and media markets

Enterprise users

Helping to maximise returns from investment

in ICT

Financial institutions

Supporting vendors, sellers and financiers of industry

transactions

Fixed operators

Defining new strategies, optimising service portfolios and supporting

policy development

References

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