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  3. > Service Quality Management (SQM) & Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)

The Service Quality Management (SQM) and Telco Customer Experience Management (CEM) market is segmented on the basis of types of product, channels, end users, providers, and regions. Under each region, the market has been classified based on types of channels and analytics. Traditionally, companies focused mainly on their products and not on customers. However, with the rise in competition across all verticals, companies now have a major need to maintain customer relationships apart from delivering product innovations. Customer Relationship Management (CRM) has emerged as a critical tool to focus on sales operations, sales force automation, customer analysis, and campaign management.

CRM applications provide information about “what the company knows about the customers”; therefore, it is essentially known as the “customer-centric approach.” In order to foster this relationship, organizations need to develop interactions with customers to understand their experience with products and services. CEM is the overriding concept, which changes an organization’s internally focused view to externally focused customer experience solutions.

With the arrival of the social media, CEM has extended capabilities to understand customer experiences from a variety of channels across the media. In the initial stages of CEM, the process was controlled by a single channel. New technology developments and changing views of companies have transformed the process from a single channel to multiple, and later customer-controlled channels.

Each channel includes different types of customer channels. Each channel plays an important role in CEM. CEM providers use various analytical tools such as web analytics, text analytics, and sentiment analytics to analyze the Voice of Customer (VOC) from these channels. The next evolution after CEM can be referred to as Customer Experience Analytics (CEA).

Adobe Systems’ primary goal is to be one of the leading players in CEM market. The company is focused on growing by forming alliances as well as launching new products in this category. The company spends approximately 20% of its revenue in R&D which has enabled it to develop new products and solutions, which are driving the company’s revenues.

Amdocs has strategically aligned itself as a market leader in customer experience solutions. The solutions provided by this company span across industries making a proffered vendor. The company has launched a new product named Amdocs 9.1, which has brought multi-channel capabilities to enterprises. The product helps service providers in increasing customer satisfaction and enhancing customer experience based on real-time analytics. Amdocs also has formed strategic alliances with other players in the market to stay competitive. It formed strategic alliance with Linknet where Amdocs Multi Play Smart is to be pre-integrated for enabling customer care experience for cable providers. This alliance is significant as it broadens the scope for the company’s customer care products.

Cisco is primarily focused on providing new CEM solutions in the cloud. To achieve this, the company is developing new products and solutions and acquiring companies in the CEM category. The company has strategically acquired companies in the cloud category which has made Cisco one of the leading service providers in the cloud market.

Table Of Contents

Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) and Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts and Analysis (2014-2019)
1 INTRODUCTION 20

1.1 OBJECTIVES 20
1.2 REPORT DESCRIPTION 20
1.3 MARKETS COVERED 22
1.4 STAKEHOLDERS 23
1.5 RESEARCH METHODOLOGY 24
1.5.1 KEY DATA FROM SECONDARY AND PRIMARY SOURCES 25
1.5.2 DATA TRIANGULATION and MARKET FORECASTING 25
1.6 FORECAST ASSUMPTIONS 26

2 EXECUTIVE SUMMARY 28

2.1 OVERALL MARKET SIZE 29

3 MARKET OVERVIEW 32

3.1 MARKET DEFINITION 33
3.2 MARKET EVOLUTION 34
3.3 MARKET SEGMENTATION 36
3.4 MARKET DYNAMICS 37
3.4.1 DRIVERS 38
3.4.1.1 Retaining Customers 38
3.4.1.2 Competitive Differentiation 38
3.4.1.3 Customer Centric Approach 39
3.4.1.4 Online Experience 39
3.4.2 RESTRAINTS 40
3.4.2.1 Complexity in Data Synchronization 40
3.4.2.2 Expectations are Subjective 40
3.4.3 OPPORTUNITIES 40
3.4.3.1 Major Focus on Virtual Side 40
3.4.3.2 Integral Part of Digital Market 41
3.4.3.3 Big Data 41
3.4.4 IMPACT ANALYSIS OF DROS 41
3.5 BUSINESS VALUE ANALYSIS 43
3.6 TELCO CEM ECOSYSTEM 43

4 SQM and TELCO CEM MARKET: ENTERPRISE NEEDS and ADOPTION TRENDS 45

4.1 INTRODUCTION 45
4.2 TRADITIONAL SQM and TELCO CEM 45
4.3 CLOUD IMPACT 47
4.4 SOCIAL INFLUENCE ON CUSTOMER EXPERIENCE 47
4.5 TOOLS and TECHNIQUES 47
4.5.1 WEB CONTENT MANAGEMENT 47
4.5.2 TARGETING and PERSONALIZATION 48
4.5.3 EMAIL AND CAMPAIGN MANAGEMENT 48
4.5.4 TRANSLATION and LOCALIZATION SERVICES 48
4.5.5 CUSTOMER RELATIONSHIP MANAGEMENT 48
4.5.6 SERVICE QUALITY MANAGEMENT (SQM) 49
4.5.7 SERVICE LEVEL AGREEMENT (SLA) MONITORING 49
4.5.8 SERVICE MONITORING 49
4.5.9 FAULT MANAGEMENT 50
4.5.10 PERFORMANCE MANAGEMENT 50

5 SQM and TELCO CEM: MARKET SIZE and FORECAST BY PRODUCT 51

5.1 INTRODUCTION 52
5.2 ENTERPRISE FEEDBACK MANAGEMENT (EFM) 56
5.2.1 OVERVIEW 56
5.2.2 MARKET SIZE and FORECAST BY END-USER 57
5.3 WEB ANALYTICS 59
5.3.1 OVERVIEW 59
5.3.2 MARKET SIZE and FORECAST BY END-USER 60
5.4 TEXT ANALYTICS 62
5.4.1 OVERVIEW 62
5.4.2 MARKET SIZE and FORECAST BY END-USER 63
5.5 SPEECH ANALYTICS 65
5.5.1 OVERVIEW 65
5.5.2 MARKET SIZE and FORECAST BY END-USER 66
5.6 OTHERS 69
5.6.1 OVERVIEW 69
5.6.2 MARKET SIZE and FORECAST BY END-USER 69

6 SQM and TELCO CEM: MARKET SIZE and FORECAST BY PROVIDER 72

6.1 INTRODUCTION 73
6.2 INTERNET SERVICE PROVIDER (ISP) 77
6.2.1 OVERVIEW 77
6.2.2 MARKET SIZE and FORECAST BY END-USER 77
6.3 TELECOM SERVICE PROVIDER (TSP) 80
6.3.1 OVERVIEW 80
6.3.2 MARKET SIZE and FORECAST BY END-USER 80
6.4 MANAGED SERVICE PROVIDER (MSP) 82
6.4.1 OVERVIEW 82
6.4.2 MARKET SIZE and FORECAST BY END-USER 83
6.5 OTHERS 85
6.5.1 OVERVIEW 85
6.5.2 MARKET SIZE and FORECAST BY END-USER 85

7 SQM and TELCO CEM: MARKET SIZE and FORECAST BY CHANNELS 88

7.1 INTRODUCTION 89
7.2 COMPANY WEBSITE 93
7.2.1 OVERVIEW 93
7.2.2 MARKET SIZE and FORECAST BY END-USER 93
7.3 BRANCH/STORE 96
7.3.1 OVERVIEW 96
7.3.2 MARKET SIZE and FORECAST BY END-USER 96
7.4 WEB 99
7.4.1 OVERVIEW 99
7.4.2 MARKET SIZE and FORECAST BY END-USER 99
7.5 CALL CENTER 102
7.5.1 OVERVIEW 102
7.5.2 MARKET SIZE and FORECAST BY END-USER 102
7.6 MOBILE 104
7.6.1 OVERVIEW 104
7.6.2 MARKET SIZE and FORECAST BY END-USER 105
7.7 SOCIAL MEDIA 107
7.7.1 OVERVIEW 107
7.7.2 MARKET SIZE and FORECAST BY END-USER 108

8 SQM and TELCO CEM: MARKET SIZE and FORECAST BY END-USER 111

8.1 INTRODUCTION 112
8.2 SMALL and MEDIUM BUSINESSES (SMBS) 112
8.2.1 OVERVIEW 112
8.2.2 MARKET SIZE and FORECAST BY REGION 112
8.3 ENTERPRISES 116
8.3.1 OVERVIEW 116
8.3.2 MARKET SIZE and FORECAST BY REGION 116

9 SQM and TELCO CEM: MARKET SIZE and FORECAST BY SUPPORT SYSTEM 120

9.1 INTRODUCTION 121
9.1.1 MARKET SIZE and FORECAST BY SUPPORT SYSTEM 121

10 SQM and TELCO CEM: MARKET SIZE and FORECAST BY REGION 124

10.1 INTRODUCTION 125
10.2 NORTH AMERICA 129
10.2.1 OVERVIEW 129
10.2.2 MARKET SIZE and FORECAST BY PRODUCT 129
10.2.3 MARKET SIZE and FORECAST BY PROVIDER 133
10.2.4 MARKET SIZE and FORECAST BY CHANNEL 137
10.3 EUROPE 141
10.3.1 OVERVIEW 141
10.3.2 MARKET SIZE and FORECAST BY PRODUCT 141
10.3.3 MARKET SIZE and FORECAST BY PROVIDER 144
10.3.4 MARKET SIZE and FORECAST BY CHANNEL 148
10.4 ASIA-PACIFIC 152
10.4.1 OVERVIEW 152
10.4.2 MARKET SIZE and FORECAST BY PRODUCT 152
10.4.3 MARKET SIZE and FORECAST BY PROVIDER 156
10.4.4 MARKET SIZE and FORECAST BY CHANNEL 158
10.5 MIDDLE EAST and AFRICA 163
10.5.1 OVERVIEW 163
10.5.2 MARKET SIZE and FORECAST BY PRODUCT 163
10.5.3 MARKET SIZE and FORECAST BY PROVIDER 167
10.5.4 MARKET SIZE and FORECAST BY CHANNEL 171
10.6 LATIN AMERICA 175
10.6.1 OVERVIEW 175
10.6.2 MARKET SIZE and FORECAST BY PRODUCT 175
10.6.3 MARKET SIZE and FORECAST BY PROVIDER 178
10.6.4 MARKET SIZE and FORECAST BY CHANNEL 182

11 SQM AND TELCO CEM: MARKET LANDSCAPE 186

11.1 ECOSYSTEM and ROLES 186
11.2 PORTFOLIO COMPARISON 187
11.2.1 OVERVIEW 187
11.2.2 PRODUCT CATEGORY MAPPING 187

12 COMPANY PROFILES 188 (Overview, Products and Services, Strategies and Insights, Developments and MnM View)*

12.1 ADOBE SYSTEMS 188
12.2 AMDOCS 191
12.3 ALCATEL-LUCENT 194
12.4 CISCO 197
12.5 EGAIN CORPORATION 201
12.6 ERICSSON 204
12.7 HP 207
12.8 IBM 210
12.9 NOKIA SIEMENS NETWORK 214
12.10 ORACLE 218
*Details on Overview, Products and Services, Strategies and Insights, Developments and MnM View might not be captured in case of unlisted companies.

LIST OF TABLES

TABLE 1 TELCO CEM MARKET, 2014 - 2019 ($MILLION, Y-O-Y %) 29
TABLE 2 SQM MARKET, 2014 - 2019 ($MILLION, Y-O-Y %) 30
TABLE 3 DRO IMPACT ANALYSIS 42
TABLE 4 TRADITIONAL SQM VS TELCO CEM 46
TABLE 5 TELCO CEM MARKET SIZE, BY PRODUCT, 2014 - 2019 ($MILLION) 52
TABLE 6 TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 - 2019 (Y-O-Y %) 54
TABLE 7 SQM MARKET SIZE, BY PRODUCT, 2014 - 2019 ($MILLION) 55
TABLE 8 SQM MARKET GROWTH, BY PRODUCT, 2014 - 2019 (Y-O-Y %) 56
TABLE 9 TELCO CEM: ENTERPRISE FEEDBACK MANAGEMENT MARKET SIZE,
BY END-USER, 2014 - 2019 ($MILLION) 57
TABLE 10 TELCO CEM: ENTERPRISE FEEDBACK MANAGEMENT MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 58
TABLE 11 SQM: ENTERPRISE FEEDBACK MANAGEMENT MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 58
TABLE 12 SQM: ENTERPRISE FEEDBACK MANAGEMENT MARKET GROWTH,
BY END-USER, 2014 - 2019 (Y-O-Y %) 59
TABLE 13 TELCO CEM: WEB ANALYTICS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 60
TABLE 14 TELCO CEM: WEB ANALYTICS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 61
TABLE 15 SQM: WEB ANALYTICS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 61
TABLE 16 SQM: WEB ANALYTICS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 62
TABLE 17 TELCO CEM: TEXT ANALYTICS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 63
TABLE 18 TELCO CEM: TEXT ANALYTICS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 64
TABLE 19 SQM: TEXT ANALYTICS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 64
TABLE 20 SQM: TEXT ANALYTICS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 65
TABLE 21 TELCO CEM: SPEECH ANALYTICS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 66
TABLE 22 TELCO CEM: SPEECH ANALYTICS MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 67
TABLE 23 SQM: SPEECH ANALYTICS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 67
TABLE 24 SQM: SPEECH ANALYTICS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 68
TABLE 25 TELCO CEM: OTHERS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 69
TABLE 26 TELCO CEM: OTHERS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 70
TABLE 27 SQM: OTHERS MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 70
TABLE 28 SQM: OTHERS MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 71
TABLE 29 TELCO CEM MARKET SIZE, BY PROVIDER, 2014 - 2019 ($MILLION) 73
TABLE 30 TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 - 2019 (Y-O-Y %) 75
TABLE 31 SQM MARKET SIZE, BY PROVIDER, 2014 - 2019 ($MILLION) 76
TABLE 32 SQM MARKET GROWTH, BY PROVIDER, 2014 - 2019, (Y-O-Y %) 77
TABLE 33 TELCO CEM: INTERNET SERVICE PROVIDER MARKET SIZE,
BY END-USER, 2014 - 2019 ($MILLION) 78
TABLE 34 TELCO CEM: INTERNET SERVICE PROVIDER MARKET GROWTH,
BY END-USER, 2014 - 2019 (Y-O-Y %) 78
TABLE 35 SQM: INTERNET SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 79
TABLE 36 SQM: INTERNET SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 79
TABLE 37 TELCO CEM: TELECOM SERVICE PROVIDER MARKET SIZE,
BY END-USER, 2014 - 2019 ($MILLION) 80
TABLE 38 TELCO CEM: TELECOM SERVICE PROVIDER MARKET GROWTH,
BY END-USER, 2014 - 2019 (Y-O-Y %) 81
TABLE 39 SQM: TELECOM SERVICE PROVIDER MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 81
TABLE 40 SQM: TELECOM SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 82
TABLE 41 TELCO CEM: MANAGED SERVICE PROVIDER MARKET SIZE,
BY END-USER, 2014 - 2019 ($MILLION) 83
TABLE 42 TELCO CEM: MANAGED SERVICE PROVIDER MARKET GROWTH,
BY END-USER, 2014 - 2019 (Y-O-Y %) 84
TABLE 43 SQM: MANAGED SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 84
TABLE 44 SQM: MANAGED SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 85
TABLE 45 TELCO CEM: OTHER SERVICE PROVIDERS MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 86
TABLE 46 TELCO CEM: OTHER SERVICE PROVIDERS MARKET GROWTH,
BY END-USER, 2014 - 2019 (Y-O-Y %) 86
TABLE 47 SQM: OTHER SERVICE PROVIDERS MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 87
TABLE 48 SQM: OTHER SERVICE PROVIDERS MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 87
TABLE 49 TELCO CEM MARKET SIZE, BY CHANNEL, 2014 - 2019 ($MILLION) 89
TABLE 50 TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 - 2019 (Y-O-Y %) 90
TABLE 51 SQM MARKET SIZE, BY CHANNEL, 2014 - 2019 ($MILLION) 91
TABLE 52 SQM MARKET GROWTH, BY CHANNEL, 2014 - 2019 (Y-O-Y %) 93
TABLE 53 TELCO CEM: COMPANY WEBSITE MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 94
TABLE 54 TELCO CEM: COMPANY WEBSITE MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 94
TABLE 55 SQM: COMPANY WEBSITE MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 95
TABLE 56 SQM: COMPANY WEBSITE MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 96
TABLE 57 TELCO CEM: BRANCH/STORE MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 97
TABLE 58 TELCO CEM: BRANCH/STORE MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 97
TABLE 59 SQM: BRANCH/STORE MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 98
TABLE 60 SQM: BRANCH/STORE MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 99
TABLE 61 TELCO CEM: WEB MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 100
TABLE 62 TELCO CEM: WEB MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 100
TABLE 63 SQM: WEB MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 101
TABLE 64 SQM: WEB MARKET GROWTH, BY END-USER, 2014 - 2019 (Y-O-Y %) 101
TABLE 65 TELCO CEM: CALL CENTER MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 102
TABLE 66 TELCO CEM: CALL CENTER MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 103
TABLE 67 SQM: CALL CENTER MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 103
TABLE 68 SQM: CALL CENTER MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 104
TABLE 69 TELCO CEM: MOBILE MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 105
TABLE 70 TELCO CEM: MOBILE MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 106
TABLE 71 SQM: MOBILE MARKET SIZE, BY END-USER, 2014 - 2019 ($MILLION) 106
TABLE 72 SQM: MOBILE MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 107
TABLE 73 TELCO CEM: SOCIAL MEDIA MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 108
TABLE 74 TELCO CEM: SOCIAL MEDIA MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 109
TABLE 75 SQM: SOCIAL MEDIA MARKET SIZE, BY END-USER,
2014 - 2019 ($MILLION) 109
TABLE 76 SQM: SOCIAL MEDIA MARKET GROWTH, BY END-USER,
2014 - 2019 (Y-O-Y %) 110
TABLE 77 TELCO CEM: SMALL AND MEDIUM BUSINESSES MARKET SIZE,
BY REGION, 2014 - 2019 ($MILLION) 112
TABLE 78 TELCO CEM: SMALL AND MEDIUM BUSINESSES MARKET GROWTH,
BY REGION, 2014 - 2019 (Y-O-Y %) 113
TABLE 79 SQM: SMALL AND MEDIUM BUSINESSES MARKET SIZE, BY REGION, 2014 - 2019 ($MILLION) 114
TABLE 80 SQM: SMALL AND MEDIUM BUSINESSES MARKET GROWTH,
BY REGION, 2014 - 2019 (Y-O-Y %) 115
TABLE 81 TELCO CEM: ENTERPRISES MARKET SIZE, BY REGION,
2014 - 2019 ($MILLION) 116
TABLE 82 TELCO CEM: ENTERPRISES MARKET GROWTH, BY REGION,
2014 - 2019 (Y-O-Y %) 117
TABLE 83 SQM: ENTERPRISES MARKET SIZE, BY REGION,
2014 - 2019 ($MILLION) 118
TABLE 84 SQM: ENTERPRISES MARKET GROWTH, BY REGION,
2014 - 2019 (Y-O-Y %) 119
TABLE 85 TELCO CEM MARKET SIZE, BY SUPPORT SYSTEM,
2014 - 2019 ($MILLION) 121
TABLE 86 TELCO CEM MARKET GROWTH, BY SUPPORT SYSTEM,
2014 - 2019 (Y-O-Y %) 122
TABLE 87 SQM MARKET SIZE, BY SUPPORT SYSTEM, 2014 - 2019 ($MILLION) 123
TABLE 88 SQM MARKET GROWTH, BY SUPPORT SYSTEM, 2014 - 2019 (Y-O-Y %) 123
TABLE 89 TELCO CEM MARKET SIZE, BY REGION, 2014 - 2019 ($MILLION) 125
TABLE 90 TELCO CEM MARKET GROWTH, BY REGION, 2014 - 2019 (Y-O-Y %) 126
TABLE 91 SQM MARKET SIZE, BY REGION, 2014 - 2019 ($MILLION) 127
TABLE 92 SQM MARKET GROWTH, BY REGION, 2014 - 2019 (Y-O-Y %) 128
TABLE 93 NORTH AMERICA: TELCO CEM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 129
TABLE 94 NORTH AMERICA: TELCO CEM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 130
TABLE 95 NORTH AMERICA: SQM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 131
TABLE 96 NORTH AMERICA: SQM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 132
TABLE 97 NORTH AMERICA: TELCO CEM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 133
TABLE 98 NORTH AMERICA: TELCO CEM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 134
TABLE 99 NORTH AMERICA: SQM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 135
TABLE 100 NORTH AMERICA: SQM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 136
TABLE 101 NORTH AMERICA: TELCO CEM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 137
TABLE 102 NORTH AMERICA: TELCO CEM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 138
TABLE 103 NORTH AMERICA: SQM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 139
TABLE 104 NORTH AMERICA: SQM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 140
TABLE 105 EUROPE: TELCO CEM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 141
TABLE 106 EUROPE: TELCO CEM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 142
TABLE 107 EUROPE: SQM MARKET SIZE, BY PRODUCT, 2014 - 2019 ($MILLION) 142
TABLE 108 EUROPE: SQM MARKET GROWTH, BY PRODUCT, 2014 - 2019 (Y-O-Y %) 143
TABLE 109 EUROPE: TELCO CEM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 144
TABLE 110 EUROPE: TELCO CEM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 145
TABLE 111 EUROPE: SQM MARKET SIZE, BY PROVIDER, 2014 - 2019 ($MILLION) 146
TABLE 112 EUROPE: SQM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 147
TABLE 113 EUROPE: TELCO CEM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 148
TABLE 114 EUROPE: TELCO CEM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 149
TABLE 115 EUROPE: SQM MARKET SIZE, BY CHANNEL, 2014 - 2019 ($MILLION) 150
TABLE 116 EUROPE: SQM MARKET GROWTH, BY CHANNEL, 2014 - 2019 (Y-O-Y %) 151
TABLE 117 ASIA-PACIFIC: TELCO CEM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 152
TABLE 118 ASIA-PACIFIC: TELCO CEM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 153
TABLE 119 ASIA-PACIFIC: SQM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 154
TABLE 120 ASIA-PACIFIC: SQM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 155
TABLE 121 ASIA-PACIFIC: TELCO CEM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 156
TABLE 122 ASIA-PACIFIC: TELCO CEM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 157
TABLE 123 ASIA-PACIFIC: SQM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 157
TABLE 124 ASIA-PACIFIC: SQM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 158
TABLE 125 ASIA-PACIFIC: TELCO CEM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 159
TABLE 126 ASIA-PACIFIC: TELCO CEM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 160
TABLE 127 ASIA-PACIFIC: SQM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 161
TABLE 128 ASIA-PACIFIC: SQM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 162
TABLE 129 MIDDLE EAST AND AFRICA: TELCO CEM MARKET SIZE, BY PRODUCT 2014 - 2019 ($MILLION) 163
TABLE 130 MIDDLE EAST AND AFRICA: TELCO CEM MARKET GROWTH,
BY PRODUCT, 2014 - 2019 (Y-O-Y %) 164
TABLE 131 MIDDLE EAST AND AFRICA: SQM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 165
TABLE 132 MIDDLE EAST AND AFRICA: SQM MARKET GROWTH, BY PRODUCT, 2014 - 2019 (Y-O-Y %) 166
TABLE 133 MIDDLE EAST AND AFRICA: TELCO CEM MARKET SIZE, BY PROVIDER, 2014 - 2019 ($MILLION) 167
TABLE 134 MIDDLE EAST AND AFRICA: TELCO CEM MARKET GROWTH,
BY PROVIDER, 2014 - 2019 (Y-O-Y %) 168
TABLE 135 MIDDLE EAST AND AFRICA: SQM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 169
TABLE 136 MIDDLE EAST AND AFRICA: SQM MARKET GROWTH, BY PROVIDER, 2014 - 2019 (Y-O-Y %) 170
TABLE 137 MIDDLE EAST AND AFRICA: TELCO CEM MARKET SIZE, BY CHANNEL, 2014 - 2019 ($MILLION) 171
TABLE 138 MIDDLE EAST AND AFRICA: TELCO CEM MARKET GROWTH,
BY CHANNEL, 2014 - 2019 (Y-O-Y %) 172
TABLE 139 MIDDLE EAST AND AFRICA: SQM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 173
TABLE 140 MIDDLE EAST AND AFRICA: SQM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 174
TABLE 141 LATIN AMERICA: TELCO CEM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 175
TABLE 142 LATIN AMERICA: TELCO CEM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 176
TABLE 143 LATIN AMERICA: SQM MARKET SIZE, BY PRODUCT,
2014 - 2019 ($MILLION) 177
TABLE 144 LATIN AMERICA: SQM MARKET GROWTH, BY PRODUCT,
2014 - 2019 (Y-O-Y %) 178
TABLE 145 LATIN AMERICA: TELCO CEM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 179
TABLE 146 LATIN AMERICA: TELCO CEM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 179
TABLE 147 LATIN AMERICA: SQM MARKET SIZE, BY PROVIDER,
2014 - 2019 ($MILLION) 180
TABLE 148 LATIN AMERICA: SQM MARKET GROWTH, BY PROVIDER,
2014 - 2019 (Y-O-Y %) 181
TABLE 149 LATIN AMERICA: TELCO CEM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 182
TABLE 150 LATIN AMERICA: TELCO CEM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 183
TABLE 151 LATIN AMERICA: SQM MARKET SIZE, BY CHANNEL,
2014 - 2019 ($MILLION) 184
TABLE 152 LATIN AMERICA: SQM MARKET GROWTH, BY CHANNEL,
2014 - 2019 (Y-O-Y %) 185

LIST OF FIGURES

FIGURE 1 TELCO CEM: RESEARCH METHODOLOGY 24
FIGURE 2 SQM AND TELCO CEM: DATA TRIANGULATION AND MARKET FORECASTING 26
FIGURE 3 TELCO CEM MARKET, 2014 - 2019 ($MILLION, Y-O-Y %) 30
FIGURE 4 SQM MARKET, 2014 - 2019 ($MILLION, Y-O-Y %) 31
FIGURE 5 TELCO CEM PROCESS 34
FIGURE 6 EVOLUTION OF SQM AND TELCO CEM 36
FIGURE 7 SQM AND TELCO CEM: MARKET SEGMENTATION 37
FIGURE 8 BUSINESS VALUE ANALYSIS 43
FIGURE 9 TELCO CEM ECOSYSTEM 44
FIGURE 10 TELCO CEM MARKET SIZE, BY PRODUCT, 2014 - 2019 ($MILLION) 53
FIGURE 11 SQM MARKET SIZE, BY PRODUCT, 2014 - 2019 ($MILLION) 55
FIGURE 12 TELCO CEM MARKET SIZE, BY PROVIDER, 2014 - 2019 ($MILLION) 74
FIGURE 13 SQM MARKET SIZE, BY PROVIDER, 2014 - 2019 ($MILLION) 76
FIGURE 14 TELCO CEM MARKET SIZE, BY CHANNEL, 2014 - 2019 ($MILLION) 90
FIGURE 15 SQM MARKET SIZE, BY CHANNEL, 2014 - 2019 ($MILLION) 92
FIGURE 16 TELCO CEM MARKET SIZE, BY REGION, 2014 - 2019 ($MILLION) 126
FIGURE 17 SQM MARKET SIZE, BY REGION, 2014 - 2019 ($MILLION) 128
FIGURE 18 SQM AND TELCO CEM: ECOSYSTEM 186
FIGURE 19 SQM AND TELCO CEM: PRODUCT PORFOLIO COMPARISON 187

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