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  4. > Social Business Services in the Cloud: Market Analysis and Forecast 2015 - 2020

Overview:

Enterprise organizations are challenged with adopting optimized social business practices while integrating global teams, driving innovation, and increased productivity. The promise of Social Business Services in the Cloud is to transform customer information into a competitive advantage through a combination of insights and real-time customer experience/perceptions. Actionable information is derived through leveraging Big Data and related analytics.

This research provides an overall market analysis for small, mid-sized, and enterprise companies, which represents a market seen taking part in social business services. The report evaluates potential users of cloud service and includes a SWOT analysis, cloud social vendor analysis, market trends, and industry forecasts. The report also analyzes the technology and solution providers in certain key areas including marketing automation, social media monitoring, enterprise collaboration, web experience management, information governance, digital commerce, CRM and customer support, ECM and File sharing, and workforce management.

This report provides market projections for global social cloud business applications and by industry segments mentioned above. All purchases of Mind Commerce reports includes time with an expert analyst who will help you link key findings in the report to the business issues you're addressing. This needs to be used within three months of purchasing the report.

Target Audience:

Telecom service providers
Business services companies
Social networking companies
Cloud infrastructure companies
Enterprise companies in all verticals
Social and cloud application developers

Table Of Contents

Social Business Services in the Cloud: Market Analysis and Forecast 2015 - 2020
Table of Contents:

1.0 EXECUTIVE SUMMARY 12
2.0 OVERVIEW 14
2.1 WHAT IS SOCIAL BUSINESS? 14
2.2 SOCIAL BUSINESS SERVICES AND SAAS SOLUTION 14
2.3 CLOUD CONVERGENCE WITH SOCIAL TECHNOLOGIES 15
2.4 CLOUD SOLUTION DEVELOPMENT FOR SOCIAL BUSINESS 15
2.5 MOBILE, WEARABLE AND ANALYTICS 17
2.6 SECURITY COMPLIANCE AND NEW STAKEHOLDERS 17
2.7 SOCIAL CUSTOMER 17
2.8 ENTERPRISE SOCIAL ADOPTION 18
2.9 CLOUD SOCIAL COLLABORATION 19
2.10 SUCCESS PRINCIPLES OF SOCIAL BUSINESS 20
2.10.1 RECOGNIZE SOCIAL TECHNOLOGY 20
2.10.2 BUILDING SUCCESS ARCHITECTURE 20
2.10.3 MULTISTEP APPROACH 21
2.10.4 TREAT USERS FIRST 22
2.10.5 STRATEGIC THOUGHT APPROACH 23
2.11 SOCIAL ENTERPRISE DEPLOYMENT AND CHALLENGES TO ADDRESS 23
2.12 BUILDING BLOCK TECHNIQUES 24
2.13 IMPROVING ENTERPRISE SOCIAL CAPABILITIES 25
2.14 ASSESSING ENTERPRISE SOCIAL CAPABILITIES 26
2.15 EFFECTIVENESS OF SOCIAL BUSINESS CAPABILITIES 29
2.15.1 BUSINESS CHALLENGE 29
2.15.2 SOCIAL CAPABILITIES 30
2.15.3 BUSINESS OUTCOMES 31
2.15.4 INDUSTRY NUANCES 32
2.15.5 TECHNICAL CHALLENGES 32
2.16 SWOT ANALYSIS 33
2.16.1 STRENGTHS and OPPORTUNITIES 33
2.16.2 WEAKNESSES and THREATS 34
2.17 INDUSTRY VERTICAL 35
3.0 TECHNOLOGY, APPLICATION AND PROVIDER 36
3.1 MARKETING AUTOMATION 36
3.1.1 MARKETO 36
3.1.2 PARDOT 37
3.1.3 ELOQUA 37
3.1.4 CUSTOMER.IO 38
3.1.5 HUBSPOT 38
3.1.6 ADROLL 39
3.1.7 PICA9 39
3.1.8 CANTERRIS 40
3.1.9 BREMY 40
3.1.10 OUTMARKET 41
3.1.11 BUSSBUILDER PRO 41
3.1.12 SALESFUSION 42
3.1.13 GENOO 42
3.1.14 BIZIBLE 43
3.1.15 ETRIGUE 43
3.1.16 ALLOCADIA 44
3.1.17 SALES ENGINE INTERNATIONAL 44
3.1.18 ONTRAPORT 45
3.1.19 LEADSQUARED 45
3.1.20 MARCOMCENTRAL 46
3.1.21 AMBASSADOR 46
3.1.22 INTEGRATE 46
3.1.23 BRANDMAKER 47
3.1.24 BUZZPORTAL 47
3.1.25 ACTIVE CONVERSATION 48
3.1.26 COMMUNIGATOR 48
3.1.27 AGILLIC 48
3.1.28 APRIX SOLUTIONS 49
3.1.29 DISTRIBION 49
3.1.30 SALESFORMICS 50
3.1.31 ELATERAL 50
3.1.32 CASCADE 50
3.1.33 GRAVITY FACTOR 51
3.1.34 BRONTO 51
3.1.35 GREENROPE 52
3.1.36 IFBYPHONE 52
3.1.37 NEXTBEE 53
3.1.38 ZOHO 53
3.1.39 ACTIVECAMPAIGN 54
3.1.40 CONSTANTCONTACT 54
3.1.41 MAILCHIMP 55
3.1.42 ASANA 55
3.1.43 GLIFFY 56
3.1.44 JUMPLEAD 56
3.1.45 SIMPLYCAST 57
3.1.46 DRIP 57
3.1.47 KENTICO 58
3.1.48 LEADSIUS 58
3.1.49 KAHUNA 59
3.1.50 DEMANDBASE 59
3.2 SOCIAL MEDIA MANAGEMENT and MONITORING 60
3.2.1 SUGARCRM 60
3.2.2 MARKETO 60
3.2.3 PIPELINEDEALS 61
3.2.4 SALESFORCE.COM SERVICE CLOUD 61
3.2.5 SALESFORCE MARKETING CLOUD 61
3.2.6 ZIPWIRE 61
3.2.7 SALESOUTLOOK CRM 61
3.2.8 SMARTTOUCH 61
3.2.9 CALLIDUSCLOUD MARKETING AUTOMATION 62
3.2.10 PROPERTYBASE 62
3.3 ENTERPRISE COLLABORATION and SOCIAL 62
3.3.1 CO-OP 62
3.3.2 CYN.IN 62
3.3.3 CUBETREE 63
3.3.4 HASHWORK 63
3.3.5 JAIKU 63
3.3.6 OBAYOO 63
3.3.7 PRESENT.LY 64
3.3.8 QONTEXT 64
3.3.9 SHARETRONIX 64
3.3.10 SNIPIA 64
3.3.11 SOCIALCAST 65
3.3.12 SOCIALTEXT 65
3.3.13 SOCIALWOK 65
3.3.14 STATUS.NET 65
3.3.15 YAMMER 66
3.4 WEB EXPERIENCE MANAGEMENT 66
3.4.1 ADOBE EXPERIENCE MANAGER 66
3.4.2 ZENDESK 67
3.4.3 IBM TEALEAF 67
3.4.4 SATMETRIX 67
3.4.5 RESPONSETEK 68
3.4.6 CLICKTALE 68
3.4.7 KANA 68
3.4.8 CLARABRIDGE 68
3.4.9 SAS 68
3.4.10 GEMIUS 69
3.4.11 HUBSPOT 69
3.4.12 MEDALLIA 69
3.4.13 MAXYMISER 69
3.4.14 USERZOOM 70
3.4.15 UX360 70
3.4.16 USABILITYTOOLS 70
3.4.17 EKTRON 70
3.4.18 EZPUBLISH 5 71
3.4.19 HIPPO CMS 7.8 71
3.4.20 SDL 71
3.4.21 OPENTEXT 72
3.4.22 KENTICO 72
3.4.23 DRUPAL 73
3.4.24 COREMEDIA 73
3.4.25 SITECORE 73
3.5 INFORMATION GOVERNANCE 73
3.5.1 ACAVEO 74
3.5.2 OSTIA 74
3.5.3 RELTIO 75
3.6 DIGITAL COMMERCE 75
3.6.1 ABILITY COMMERCE 76
3.6.2 BIG COMMERCE 76
3.6.3 INTUIT ECOMMERCE 76
3.6.4 SHOPIFY 77
3.6.5 VENDIO 77
3.7 CRM and CUSTOMER SUPPORT 78
3.7.1 SUPPORTCENTER PLUS 78
3.7.2 ISUPPORT 79
3.7.3 BLAZEDESK 79
3.7.4 C-DESK 80
3.7.5 ACT! 81
3.7.6 NABD 81
3.7.7 FUZE SUITE 82
3.7.8 LIVECHAT 83
3.7.9 ESERVIZ 83
3.7.10 HAPPYFOX 84
3.7.11 MYTIPS 85
3.7.12 LIVEHELPNOW SUITE 85
3.7.13 MIGHTYCALL 85
3.7.14 CHATAROO 85
3.7.15 CUSTOMANSWERS CRM 85
3.7.16 ALWAYSUPPORT 85
3.7.17 CHAT INTERFACE FOR OPERATOR 86
3.7.18 NICKELLED 86
3.7.19 OXYGEN SERVICE DESK 86
3.7.20 ZOHO SURVEY 86
3.7.21 CUSTOMER SUPPORT SUITE 86
3.7.22 BOLDCHAT 86
3.7.23 ACHIEVER CRM 86
3.7.24 ACTIVATE 87
3.7.25 AGENDIZE 87
3.7.26 AGI SELF SERVICE 87
3.7.27 ALTITUDE UCI SUITE 87
3.7.28 ANY REQUEST 87
3.7.29 AURIC PROSPECTOR 87
3.7.30 BAMBOO CRICKET 87
3.7.31 BEETRACK 88
3.7.32 BRAND EMBASSY 88
3.7.33 CARECALL 88
3.7.34 CASENGO 88
3.7.35 CCS CUSTOMER SERVICE 88
3.7.36 CINCOM SYNCHRONY 88
3.7.37 CLICKDESK 88
3.7.38 CLOSE SUPPORT 89
3.7.39 CLOUD 9 SUPPORT 89
3.7.40 COGNITIVE VIRTUAL ASSISTANT 89
3.7.41 COMARCH NGSF 89
3.7.42 COMM100 HELP DESKVIEW PROFILE 89
3.7.43 COMMUNICATIONS CENTER 89
3.7.44 CONSUMER RELATIONSHIP SYSTEM 89
3.7.45 CONVERSOCIAL 90
3.7.46 COVEO FOR CUSTOMER SERVICE and CRM 90
3.7.47 CRM EXPRESS 90
3.7.48 CRMDESK 90
3.7.49 CRMUNLEASHED 90
3.7.50 CUSTOMER CENTRIC FRAMEWORK 90
3.7.51 CUSTOMER EXPERIENCE MANAGEMENT 90
3.7.52 CUSTOMER SERVICE HELP DESK 91
3.7.53 CUSTOMERFIRST 91
3.7.54 E-TRACK 91
3.7.55 ECOMMSOURCE 91
3.7.56 EGAIN SUITE 91
3.7.57 EPTICA ENTREPRISE SUITE 91
3.8 ECM and FILE SHARING 91
3.8.1 ACRONIS ACTIVECHO 92
3.8.2 CITRIX SHAREFILE 92
3.8.3 DRUVA INSYNC 93
3.8.4 EGNYTE BUSINESS FILE SHARING 93
3.8.5 EMC SYNCPLICITY 93
3.8.6 HYLAND SOFTWARE 93
3.8.7 IBM 94
3.8.8 MICROSOFT 94
3.8.9 OPENTEXT 95
3.8.10 PERCEPTIVE SOFTWARE 95
3.8.11 HUDDLE 95
3.8.12 OXYGEN CLOUD 95
3.9 WORKFORCE MANAGEMENT 96
3.9.1 CHETU 96
3.9.2 CERIDIAN 98
3.9.3 ORACLE 99
3.9.4 SAP/SUCCESSFACTORS 101
3.9.5 IBM / KENEXA 102
3.9.6 INFOR 103
3.9.7 ULTIMATE SOFTWARE 104
3.9.8 WORKDAY 105
3.9.9 PEOPLEFLUENT 107
3.9.10 ADP 108
3.9.11 SILKROAD 109
3.9.12 SABA 110
3.9.13 FINANCIALFORCE HCM 111
3.9.14 HRSOFT 112
3.9.15 LUMESSE 113
3.9.16 KRONOS 114
3.9.17 SUMTOTAL SYSTEMS 115
3.9.18 HALOGEN 116
3.9.19 CORNERSTONE ONDEMAND 117
3.9.20 BENEFITFOCUS EENROLLMENT 118
3.9.21 PAYCOM 119
3.9.22 PAYLOCITY 120
4.0 MARKET PROJECTIONS 2015 - 2020 124
4.1 GLOBAL SOCIAL CLOUD BUSINESS APPLICATION MARKET 2015 - 2020 124
4.2 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY INDUSTRY SEGMENT 2015 - 2020 124
4.3 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY DEVELOPMENT PLATFORM 2015 - 2020 125
4.4 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY BUSINESS MODEL 2015 - 2020 125
4.5 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY GEOGRAPHIC SEGMENT 2015 - 2020 125
4.6 ENTERPRISE ADOPTION RATE OF SOCIAL BUSINESS SERVICES 2015 - 2020 126
4.7 SOCIAL BUSINESS APPLICATION MAJOR VENDOR REVENUE FORECAST 2015 - 2020 127
5.0 ECOSYSTEM ANALYSIS 128
5.1 VENDOR 128
5.2 CLOUD SERVICE PROVIDERS 128
5.3 SOCIAL MEDIA NETWORK 128
5.4 END USER 130
5.5 SOFTWARE MANUFACTURER 130
5.6 GOVERNMENT 130
5.7 TELECOMMUNICATION 131
6.0 VENDOR ANALYSIS 133
6.1 IBM 133
6.1.1 IBM SMARTCLOUD 133
6.1.2 IBM SMARTCLOUD ORCHESTRATOR 134
6.1.3 IBM CONNECTIONS AND IBM NOTES AND DOMINO SOCIAL EDITION 9 135
6.1.4 SWOT ANALYSIS 135
6.2 SALESFORCE 136
6.2.1 CHATTER 136
6.2.2 SALESFORCE SOCIAL CRM 138
6.3 MICROSOFT 140
6.3.1 MICROSOFT OFFICE 365 AND CONNECTED EXPERIENCE 140
6.3.2 PUBLIC CLOUD - WINDOWS AZURE 141
6.3.3 PRIVATE CLOUD - WINDOWS SERVER AND SYSTEMS CENTER 141
6.3.4 MICROSOFT DYNAMICS CRM ONLINE 141
6.3.5 SHAREPOINT 2013 142
6.3.6 MICROSOFT SKYDRIVE 143
6.3.7 ORANGE AND MICROSOFT CLOUD PARTNERSHIP CASE 144
6.4 YAMMER 144
6.4.1 YAMMER AND OFFICE 365 145
6.4.2 YAMMER AND SHAREPOINT SERVER 146
6.4.3 SWOT ANALYSIS 146
6.5 NEWSGATOR 147
6.5.1 SUCCESS CASE WITH ACCENTURE 148
6.5.2 SUCCESS CASE WITH CME FEDERAL CREDIT UNION 148
6.5.3 SUCCESS CASE WITH AMERICAN FAMILY INSURANCE 149
6.6 JIVE 150
6.6.1 JIVE SOCIAL BUSINESS PLATFORM 150
6.6.2 SWOT ANALYSIS 153
6.6.3 SUCCESS CASE OF JIVE SOCIAL INTRANET WITH ALCATEL-LUCENT 153
6.6.4 SUCCESS CASE WITH LIVEPERSON 154
6.7 TELLIGENT 155
6.7.1 SUCCESS CASE WITH DELL 156
6.8 SOCIALTEXT 157
6.8.1 SWOT ANALYSIS 158
6.9 MZINGA 159
6.9.1 MZINGA OMNISOCIAL 159
6.10 COMMUNISPACE 160
6.10.1 FULL-SERVICE SOLUTION 160
6.10.2 BULLYING PREVENTION CAMPAIGN CASE 161
6.11 LITHIUM 163
6.11.1 LITHIUM SOCIAL WEB: THE SOCIAL CUSTOMER EXPERIENCE PLATFORM 164
6.11.2 SOCIAL SOLUTIONS FOR MARKETING, COMMERCE AND SUPPORT 165
6.12 SUCCESSFACTORS: AN SAP COMPANY 165
6.12.1 SUCCESSFACTORS BIZX SUITE 166
6.12.2 SUCCESS CASE WITH SIEMENS 166
6.13 CITRIX 168
6.13.1 GOTO CLOUD SERVICES 168
6.14 ORACLE SOCIAL SERVICES 169
6.15 SABA POOPLE CLOUD 170
6.16 CISCO WEBEX SOCIAL 172
6.16.1 SWOT ANALYSIS 173
6.17 POKESHOT///SMZ 173
6.17.1 PUBLIC SECTOR COMMUNITY 173
6.17.2 POKESHOT///SMARTERPATH 174
6.17.3 TRANSLATION MANAGER 174
6.17.4 SOCIAL CONNECTOR FOR CISCO, SAMETIME AND LOTUS NOTES 174
6.17.5 SECURITY EXTENSION 174
7.0 CASE STUDY ANALYSIS OF SUCCESS SCENARIOS 175
7.1 LINKEDIN ONLINE RECRUITMENT BUSINESS 175
7.2 FACEBOOK AND TWITTER CASE AS ENABLER 175
7.3 RESTAURANT BUSINESS CASE ON PT BAMBU DESA 175
7.4 SATEL OY AND FORD CASE 176
7.5 CLIMATE ASIA PACIFIC CASE 176
7.6 OXFAM CASE ON ADVOCACY THROUGH SOCIAL MEDIA 177
7.7 ASSIST CASE ON SOCIAL CAPACITY BUILDING 178
7.8 FERRING ITALY SPA IMPLEMENTATION CASE 179
8.0 CONCLUSIONS AND RECOMMENDATIONS 180
8.1 RECOMMENDATION FOR VENDORS 181
8.2 RECOMMENDATION FOR ORGANIZATIONS 182

Figures

Figure 1: Reasons of Cloud Computing Adoption to Social Businesses 15
Figure 2: Social Customer Conversion Ecosystem 18
Figure 3: Building Block Techniques for Social Business Capabilities 25
Figure 4: Social Collaboration Component and Business Activities Part 1 27
Figure 5: Social Collaboration Component and Business Activities Part 2 28
Figure 6: Social Collaboration Component and Business Activities Part 3 29
Figure 7: Parameters to Assess Social Business Capabilities 31
Figure 8: Sample List of Business Outcomes 32
Figure 9: Industry vs. Nuance 32
Figure 10: Major Obstacles of Cloud Based Social Business Services 34
Figure 11: Global Social Cloud Bus App Market by Enterprise Spend 2015 - 2020 124
Figure 12: Enterprise Social Business App at Least One 2015 - 2020 126
Figure 13: Vendor in Social Business Services in Cloud Ecosystem 128
Figure 14: Engagement Ratios by Internal, External, and Unified Social Network 129
Figure 15: Market Share of Major Social Networking Media 129
Figure 16: IBM's Investment for Business Partner Growth 133
Figure 17: SaleForce Solution Dimensions for Social Business 136
Figure 18: Salesforce Chatter Dynamic Interface 138
Figure 19: Upcoming Enhanced Experience with Yammer Social and Office 365 146
Figure 20: Jive Social Business Platform 152
Figure 21: Full-Service Solution Sketch 161
Figure 22: Interface of Bullying Prevention Campaign Site 163
Figure 23: Lithium Social Customer Experience Platform 165

Tables

Table 1: Global Social Cloud Business App Market by Segment 2015 - 2020 124
Table 2: Social Cloud Business App Market by Major Functions 2015 - 2020 125
Table 3: Social Cloud Bus App Market by Desktop, Mobile and Platform 2015 - 2020 125
Table 4: Social Cloud Business App Market SaaS vs. PaaS Model 2015 - 2020 125
Table 5: Social Cloud Business App Market Region 2015 - 2020 126
Table 6: Social Business App Major Vendor Revenue Projection 2015 - 2020 127
Table 7: Government Cost Reduction due to Social Cloud Business 2015 - 2018 131

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