Customer care systems: worldwide forecast 2013–2017

  • October 2013
  • -
  • Analysys Mason
  • -
  • 55 pages

There has been significant innovation in the customer relationship management (CRM and customer interaction sub-segments of the customer care software market, driven by communications service providers' need to increase ARPU and decrease churn. This report provides a 5-year forecast for the customer care systems market and its four sub-segments by telecoms service and geographical region.

Providers in all regions will invest in customer interaction systems to reduce costs while maintaining high service levels

The customer interaction market continues to grow as CSPs increasingly move towards self service, which has been shown to reduce customer care centre costs by as much as 20% and increase ARPU by up to 18%.

Customer interaction systems enable people to interact directly with systems. They include software for IVR units, web and app portals, social help systems, other self-care and self-service applications, and customer contact infrastructure software.

Revenue from customer interaction systems is forecast to grow at a 7.3% CAGR during the next five years. IVR and portals will grow to provide self-service, which will restrict growth in the number of attendants. Outsourcing of contact centres is likely to remain popular.

CSPs in mature markets have spent heavily on contact centre infrastructure. However, they will continue to spend in order to maintain established systems, upgrade IVR systems with new technologies to provide ‘automated attendant’ services, and create more-sophisticated portals for web browsers and handheld device apps for self-care and self-service. Much of this work will be done in-house on top of commercial software platforms and software application platforms.

Spending among CSPs in emerging markets will grow as they seek to limit the growth of their attendant workforce with customer interaction software systems.

Market drivers and inhibitors

Drivers
• Growth of subscriber numbers in emerging markets
• Competition among CSPs and with OTT substitutes
• Rapid introduction of new, complex services and bundles
• Focus on customer experience management (CEM)
• Rapid introduction of new analytics packages
• Opex reduction
• System convergence
• Focus on enterprise and SME markets
• Double-sided business models for digital economy services
• Cloud services
• M2M services
• ISVs providing customer care functions as SaaS (in the long term)

Inhibitors
• Challenging worldwide economic conditions
• Cost of converting systems and data
• Outsourced customer care operations
• ISVs providing customer care functions as SaaS (in the short term)
• CSPs’ limited control over smartphones
• Rationalisation of systems following acquisitions

Table Of Contents

Contents

5.Executive summary
6.Capsule summary: worldwide customer care systems forecast 2012-2017
7.Worldwide customer care systems forecast 2012-2017
8.CRM revenue growth will continue smoothly while customer interaction growth rates will begin to surge towards 2017
9.Mobile services will continue to dominate, but business and residential broadband services will continue to grow
10.Growth will be driven by innovative service bundles in mature markets and increased competition for new subscribers in emerging markets

11.Recommendations
12.Recommendations for mobile CSPs
13.Recommendations for fixed-line CSPs and all CSPs
14.Recommendations for ISVs

15.Forecasts
16.Providers in all regions will invest in customer interaction systems to reduce costs while maintaining high service levels
17.CSPs in North America and Western Europe have already invested heavily in customer interaction - and others will follow
18.CSPs are increasingly moving towards self-service to reduce customer care centre costs, which is driving customer interaction investments
19.CRM system revenue will grow strongly in all regions, but particularly in emerging markets
20.Spending growth will be lowest in EMEA and highest in the emerging markets of APAC and LATAM
21.Mobile dominates the CRM sub-segment, but residential broadband will grow robustly to represent a quarter of the market by 2017
22.The market for subscriber management software will grow at a higher rate than the billing market
23.North America will narrowly remain the largest region for subscriber management by revenue in 2017
24.Mobile services will continue to account for most of the revenue from subscriber management systems
25.Device management will maintain slow but steady growth
26.North America and EMEA dominate the mobile device management market, but revenue will increase slowly because of smartphones

27.Market drivers and inhibitors
28.Market drivers and inhibitors
29.Customer care system market drivers [1]
30.Customer care system market drivers [2]
31.Customer care system market drivers [3]
32.Customer care system market inhibitors [1]
33.Customer care system market inhibitors [2]

34.Business environment
35.The business environment in 2013
36.Regional outlook for 2013
37.Customer care innovation adoption curve

38.Market definition
39.Telecoms software market segmentation
40.Definition of geographical regions
41.Customer care sub-segment definitions
42.Customer interaction
43.Customer relationship management (CRM)
44.Subscriber management
45.Device management
46.Modern customer care deployment architecture
47.Customer care service sector and revenue type definitions
48.Our comprehensive forecast model is supported by a sound knowledge of markets
49.Key business drivers and market characteristics and how they map to different operational and software strategies

50.About the authors and Analysys Mason
51.About the authors
52.About Analysys Mason
53.Research from Analysys Mason
54.Consulting from Analysys Mason



List of figures

Figure 1: Customer care product innovations and market influencers by sub-segment
Figure 2: Customer care revenue 2012 and CAGR 2012-2017, by region
Figure 3: Customer care revenue 2012 and CAGR 2012-2017, by sub-segment
Figure 4: Customer care system revenue, worldwide, 2012-2017
Figure 5: Customer care system revenue by sub-segment, worldwide, 2012-2017
Figure 6: Customer care system revenue by telecoms service, worldwide, 2012-2017
Figure 7: Customer care system revenue by region, worldwide, 2012-2017
Figure 8: Customer interaction system revenue, worldwide, 2012-2017
Figure 9: Customer interaction system revenue by region, worldwide, 2012-2017
Figure 10: Customer interaction system revenue by telecoms service, worldwide, 2012-2017
Figure 11: CRM system revenue, worldwide, 2012-2017
Figure 12: CRM system revenue by region, worldwide, 2012-2017
Figure 13: CRM system revenue by telecoms service, worldwide, 2012-2017
Figure 14: Subscriber management system revenue, worldwide, 2012-2017
Figure 15: Subscriber management system revenue by region, worldwide, 2012-2017
Figure 16: Subscriber management system revenue by telecoms service, worldwide, 2012-2017
Figure 17: Device management system revenue, worldwide, 2012-2017
Figure 18: Device management system revenue by region, worldwide, 2012-2017
Figure 19a-c: Customer care system market drivers
Figure 20a-c: Customer care system market inhibitors
Figure 21: Customer care features’ position on the innovation adoption curve, worldwide, 2012
Figure 22: Telecoms software market segments
Figure 23: Regional breakdown used in this report
Figure 24: Definitions of customer care and its sub-segments
Figure 25: Key functions of a customer interaction system
Figure 26: Key functions of a CRM system
Figure 27: Key functions of a subscriber management system
Figure 28: Key functions of a mobile device management system
Figure 29: Modern customer care information flow
Figure 30: Customer care service sector definitions
Figure 31: Customer care revenue type definitions
Figure 32: Key factors influencing forecast assumptions
Figure 33: Mapping of key business drivers and market characteristics according to business environment, and operational and software strategies

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