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The Customer care systems: worldwide market shares 2015

  • August 2016
  • -
  • Analysys Mason
  • -
  • 74 pages

"CSPs' efforts to deliver a digital experience to their customers drove investment in customer care systems in 2015."

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 was driven by CSPs’ aims to deploy omni-channel systems, provide self-service and enable a digital experience for customers.

THIS MARKET SHARE REPORT PROVIDES:

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 year-on-year comparison of the market shares in 2014 and 2015
a summary of key market developments in the market overall and each sub-segment
detailed profiles of 28 vendors in this market, and summaries of other players.

COMPANY COVERAGE

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

Table Of Contents

The Customer care systems: worldwide market shares 2015
CONTENTS
EXECUTIVE SUMMARY
BUSINESS ENVIRONMENT
MARKET SHARES
PRODUCT-RELATED REVENUE
PROFESSIONAL SERVICES REVENUE
VENDOR ANALYSIS
MARKET DEFINITION
ABOUT THE AUTHORS AND ANALYSYS MASON

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