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The Customer care systems: worldwide forecast 2016–2020

  • September 2016
  • 48 pages
  • Analysys Mason
Report ID: 2360644


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"Communications service providers' desire to provide an omni-channel experience and deploy cloud-native systems will drive investment in the customer care systems market."

The worldwide customer care systems market is forecast to grow from USD11.7 billion in 2015 to USD15.5 billion in 2020 at a CAGR of 5.8%. The market will be driven by communications service providers' (CSPs') focus on adopting an omni-channel architecture and deploying cloud-native systems in the short term, and automated attendants and user-level engagement in the long term.

- a detailed, 5-year worldwide forecast for spending in the customer care systems market, split into:
four application segments: customer relationship management (CRM), customer interaction, subscriber management and device management
two delivery types: product-related and professional services
four telecoms services: consumer mobile, consumer fixed, business mobile, and business fixed
eight geographical regions: Central and Eastern Europe (CEE); developed Asia–Pacific (DVAP), emerging Asia–Pacific (EMAP); Latin America (LATAM); the Middle East and North Africa (MENA); North America (NA); Sub-Saharan Africa (SSA) and Western Europe (WE).

- an examination of key market drivers and inhibitors, and how they will change during the forecast period
- analysis of the business environment and regional dynamics that will influence the customer care systems market
- a detailed market definition
- recommendations for CSPs and vendors.

This report provides forecasts for communications service provider (CSP) spending on telecoms-specific customer care software systems. It provides details of how spending will vary by delivery type, service type and region across different subsegments.

The report also provides recommendations for how vendors and CSPs can approach the changing demands of telecoms customer care software. It is based on several sources, including:
- Analysys Mason’s strategy reports and other analysis developed during the past year
- interviews with CSPs and vendors worldwide.

- What is the overall size of the telecoms customer care software market and what will be the key drivers of growth in the next 5 years?
- How will spending vary across different sub-segments of the customer care market?
- How will spending vary across different regions and service type?
- What are the major drivers and inhibitors that will impact growth rates of CSP spending on customer care systems?

- Central and Eastern Europe (CEE)
- Developed Asia–Pacific (DVAP)
- Emerging Asia–Pacific (EMAP)
- Latin America (LATAM)
- Middle East and North Africa (MENA)
- North America (NA)
- Sub-Saharan Africa (SSA)
- Western Europe (WE)

Vendor strategy teams that need to understand where growth is slowing and where it is increasing – according to different sub-segment categories.
- Product management teams responsible for feature functionality and geographical focus, and product marketing teams responsible for growth.
- CSPs that are planning digital transformation journeys and want to understand key areas that they should focus on.
- Professional services vendors that want to understand the growth opportunities for the next 5 years.

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