Customer care market share report 2009
Mark H. Mortensen
June 2010
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]
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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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
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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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
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
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
65
About Analysys Mason
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