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Social Business Services in the Cloud 2016 - 2020

  • February 2016
  • -
  • Mind Commerce Publishing
  • -
  • 176 pages

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.

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 2016 - 2020
1.0 EXECUTIVE SUMMARY
2.0 OVERVIEW
2.1 WHAT IS SOCIAL BUSINESS?
2.2 SOCIAL BUSINESS SERVICES AND SAAS SOLUTION
2.3 CLOUD CONVERGENCE WITH SOCIAL TECHNOLOGIES
2.4 CLOUD SOLUTION DEVELOPMENT FOR SOCIAL BUSINESS
2.5 MOBILE, WEARABLE AND ANALYTICS
2.6 SECURITY COMPLIANCE AND NEW STAKEHOLDERS
2.7 SOCIAL CUSTOMER
2.8 ENTERPRISE SOCIAL ADOPTION
2.9 CLOUD SOCIAL COLLABORATION
2.10 SUCCESS PRINCIPLES OF SOCIAL BUSINESS
2.10.1 RECOGNIZE SOCIAL TECHNOLOGY
2.10.2 BUILDING SUCCESS ARCHITECTURE
2.10.3 MULTISTEP APPROACH
2.10.4 TREAT USERS FIRST
2.10.5 STRATEGIC THOUGHT APPROACH
2.11 SOCIAL ENTERPRISE DEPLOYMENT AND CHALLENGES TO ADDRESS
2.12 BUILDING BLOCK TECHNIQUES
2.13 IMPROVING ENTERPRISE SOCIAL CAPABILITIES
2.14 ASSESSING ENTERPRISE SOCIAL CAPABILITIES
2.15 EFFECTIVENESS OF SOCIAL BUSINESS CAPABILITIES
2.15.1 BUSINESS CHALLENGE
2.15.2 SOCIAL CAPABILITIES
2.15.3 BUSINESS OUTCOMES
2.15.4 INDUSTRY NUANCES
2.15.5 TECHNICAL CHALLENGES
2.16 SWOT ANALYSIS
2.16.1 STRENGTHS and OPPORTUNITIES
2.16.2 WEAKNESSES and THREATS
2.17 INDUSTRY VERTICAL
3.0 TECHNOLOGY, APPLICATION AND PROVIDER
3.1 MARKETING AUTOMATION
3.1.1 MARKETO
3.1.2 PARDOT
3.1.3 ELOQUA
3.1.4 CUSTOMER.IO
3.1.5 HUBSPOT
3.1.6 ADROLL
3.1.7 PICA9
3.1.8 CANTERRIS
3.1.9 BREMY
3.1.10 OUTMARKET
3.1.11 BUSSBUILDER PRO
3.1.12 SALESFUSION
3.1.13 GENOO
3.1.14 BIZIBLE
3.1.15 ETRIGUE
3.1.16 ALLOCADIA
3.1.17 SALES ENGINE INTERNATIONAL
3.1.18 ONTRAPORT
3.1.19 LEADSQUARED
3.1.20 MARCOMCENTRAL
3.1.21 AMBASSADOR
3.1.22 INTEGRATE
3.1.23 BRANDMAKER
3.1.24 BUZZPORTAL
3.1.25 ACTIVE CONVERSATION
3.1.26 COMMUNIGATOR
3.1.27 AGILLIC
3.1.28 APRIX SOLUTIONS
3.1.29 DISTRIBION
3.1.30 SALESFORMICS
3.1.31 ELATERAL
3.1.32 CASCADE
3.1.33 GRAVITY FACTOR
3.1.34 BRONTO
3.1.35 GREENROPE
3.1.36 IFBYPHONE
3.1.37 NEXTBEE
3.1.38 ZOHO
3.1.39 ACTIVECAMPAIGN
3.1.40 CONSTANTCONTACT
3.1.41 MAILCHIMP
3.1.42 ASANA
3.1.43 GLIFFY
3.1.44 JUMPLEAD
3.1.45 SIMPLYCAST
3.1.46 DRIP
3.1.47 KENTICO
3.1.48 LEADSIUS
3.1.49 KAHUNA
3.1.50 DEMANDBASE
3.2 SOCIAL MEDIA MANAGEMENT and MONITORING
3.2.1 SUGARCRM
3.2.2 MARKETO
3.2.3 PIPELINEDEALS
3.2.4 SALESFORCE.COM SERVICE CLOUD
3.2.5 SALESFORCE MARKETING CLOUD
3.2.6 ZIPWIRE
3.2.7 SALESOUTLOOK CRM
3.2.8 SMARTTOUCH
3.2.9 CALLIDUSCLOUD MARKETING AUTOMATION
3.2.10 PROPERTYBASE
3.3 ENTERPRISE COLLABORATION and SOCIAL
3.3.1 CO-OP
3.3.2 CYN.IN
3.3.3 CUBETREE
3.3.4 HASHWORK
3.3.5 JAIKU
3.3.6 OBAYOO
3.3.7 PRESENT.LY
3.3.8 QONTEXT
3.3.9 SHARETRONIX
3.3.10 SNIPIA
3.3.11 SOCIALCAST
3.3.12 SOCIALTEXT
3.3.13 SOCIALWOK
3.3.14 STATUS.NET
3.3.15 YAMMER
3.4 WEB EXPERIENCE MANAGEMENT
3.4.1 ADOBE EXPERIENCE MANAGER
3.4.2 ZENDESK
3.4.3 IBM TEALEAF
3.4.4 SATMETRIX
3.4.5 RESPONSETEK
3.4.6 CLICKTALE
3.4.7 KANA
3.4.8 CLARABRIDGE
3.4.9 SAS
3.4.10 GEMIUS
3.4.11 HUBSPOT
3.4.12 MEDALLIA
3.4.13 MAXYMISER
3.4.14 USERZOOM
3.4.15 UX360
3.4.16 USABILITYTOOLS
3.4.17 EKTRON
3.4.18 EZPUBLISH 5
3.4.19 HIPPO CMS 7.8
3.4.20 SDL
3.4.21 OPENTEXT
3.4.22 KENTICO
3.4.23 DRUPAL
3.4.24 COREMEDIA
3.4.25 SITECORE
3.5 INFORMATION GOVERNANCE
3.5.1 ACAVEO
3.5.2 OSTIA
3.5.3 RELTIO
3.6 DIGITAL COMMERCE
3.6.1 ABILITY COMMERCE
3.6.2 BIG COMMERCE
3.6.3 INTUIT ECOMMERCE
3.6.4 SHOPIFY
3.6.5 VENDIO
3.7 CRM and CUSTOMER SUPPORT
3.7.1 SUPPORTCENTER PLUS
3.7.2 ISUPPORT
3.7.3 BLAZEDESK
3.7.4 C-DESK
3.7.5 ACT!
3.7.6 NABD
3.7.7 FUZE SUITE
3.7.8 LIVECHAT
3.7.9 ESERVIZ
3.7.10 HAPPYFOX
3.7.11 MYTIPS
3.7.12 LIVEHELPNOW SUITE
3.7.13 MIGHTYCALL
3.7.14 CHATAROO
3.7.15 CUSTOMANSWERS CRM
3.7.16 ALWAYSUPPORT
3.7.17 CHAT INTERFACE FOR OPERATOR
3.7.18 NICKELLED
3.7.19 OXYGEN SERVICE DESK
3.7.20 ZOHO SURVEY
3.7.21 CUSTOMER SUPPORT SUITE
3.7.22 BOLDCHAT
3.7.23 ACHIEVER CRM
3.7.24 ACTIVATE
3.7.25 AGENDIZE
3.7.26 AGI SELF SERVICE
3.7.27 ALTITUDE UCI SUITE
3.7.28 ANY REQUEST
3.7.29 AURIC PROSPECTOR
3.7.30 BAMBOO CRICKET
3.7.31 BEETRACK
3.7.32 BRAND EMBASSY
3.7.33 CARECALL
3.7.34 CASENGO
3.7.35 CCS CUSTOMER SERVICE
3.7.36 CINCOM SYNCHRONY
3.7.37 CLICKDESK
3.7.38 CLOSE SUPPORT
3.7.39 CLOUD 9 SUPPORT
3.7.40 COGNITIVE VIRTUAL ASSISTANT
3.7.41 COMARCH NGSF
3.7.42 COMM100 HELP DESKVIEW PROFILE
3.7.43 COMMUNICATIONS CENTER
3.7.44 CONSUMER RELATIONSHIP SYSTEM
3.7.45 CONVERSOCIAL
3.7.46 COVEO FOR CUSTOMER SERVICE and CRM
3.7.47 CRM EXPRESS
3.7.48 CRMDESK
3.7.49 CRMUNLEASHED
3.7.50 CUSTOMER CENTRIC FRAMEWORK
3.7.51 CUSTOMER EXPERIENCE MANAGEMENT
3.7.52 CUSTOMER SERVICE HELP DESK
3.7.53 CUSTOMERFIRST
3.7.54 E-TRACK
3.7.55 ECOMMSOURCE
3.7.56 EGAIN SUITE
3.7.57 EPTICA ENTREPRISE SUITE
3.8 ECM and FILE SHARING
3.8.1 ACRONIS ACTIVECHO
3.8.2 CITRIX SHAREFILE
3.8.3 DRUVA INSYNC
3.8.4 EGNYTE BUSINESS FILE SHARING
3.8.5 EMC SYNCPLICITY
3.8.6 HYLAND SOFTWARE
3.8.7 IBM
3.8.8 MICROSOFT
3.8.9 OPENTEXT
3.8.10 PERCEPTIVE SOFTWARE
3.8.11 HUDDLE
3.8.12 OXYGEN CLOUD
3.9 WORKFORCE MANAGEMENT
3.9.1 CHETU
3.9.2 CERIDIAN
3.9.3 ORACLE
3.9.4 SAP/SUCCESSFACTORS
3.9.5 IBM / KENEXA
3.9.6 INFOR
3.9.7 ULTIMATE SOFTWARE
3.9.8 WORKDAY
3.9.9 PEOPLEFLUENT
3.9.10 ADP
3.9.11 SILKROAD
3.9.12 SABA
3.9.13 FINANCIALFORCE HCM
3.9.14 HRSOFT
3.9.15 LUMESSE
3.9.16 KRONOS
3.9.17 SUMTOTAL SYSTEMS
3.9.18 HALOGEN
3.9.19 CORNERSTONE ONDEMAND
3.9.20 BENEFITFOCUS EENROLLMENT
3.9.21 PAYCOM
3.9.22 PAYLOCITY
4.0 MARKET PROJECTIONS 2016 - 2020
4.1 GLOBAL SOCIAL CLOUD BUSINESS APPLICATION MARKET 2016 - 2020
4.2 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY INDUSTRY SEGMENT 2016 - 2020
4.3 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY DEV PLATFORM 2016 - 2020
4.4 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY BUSINESS MODEL 2016 - 2020
4.5 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY SEGMENT 2016 - 2020
4.6 ENTERPRISE ADOPTION RATE OF SOCIAL BUSINESS SERVICES 2016 - 2020
4.7 SOCIAL BUSINESS APPLICATION MAJOR VENDOR REVENUE FORECAST 2016 - 2020
5.0 ECOSYSTEM ANALYSIS
5.1 VENDOR
5.2 CLOUD SERVICE PROVIDERS
5.3 SOCIAL MEDIA NETWORK
5.4 END USER
5.5 SOFTWARE MANUFACTURER
5.6 GOVERNMENT
5.7 TELECOMMUNICATION
6.0 VENDOR ANALYSIS
6.1 IBM
6.1.1 IBM SMARTCLOUD
6.1.2 IBM SMARTCLOUD ORCHESTRATOR
6.1.3 IBM CONNECTIONS AND IBM NOTES AND DOMINO SOCIAL EDITION 9
6.1.4 SWOT ANALYSIS
6.2 SALESFORCE
6.2.1 CHATTER
6.2.2 SALESFORCE SOCIAL CRM
6.3 MICROSOFT
6.3.1 MICROSOFT OFFICE 365 AND CONNECTED EXPERIENCE
6.3.2 PUBLIC CLOUD - WINDOWS AZURE
6.3.3 PRIVATE CLOUD - WINDOWS SERVER AND SYSTEMS CENTER
6.3.4 MICROSOFT DYNAMICS CRM ONLINE
6.3.5 SHAREPOINT 2013
6.3.6 MICROSOFT SKYDRIVE
6.3.7 ORANGE AND MICROSOFT CLOUD PARTNERSHIP CASE
6.4 YAMMER
6.4.1 YAMMER AND OFFICE 365
6.4.2 YAMMER AND SHAREPOINT SERVER
6.4.3 SWOT ANALYSIS
6.5 NEWSGATOR
6.5.1 SUCCESS CASE WITH ACCENTURE
6.5.2 SUCCESS CASE WITH CME FEDERAL CREDIT UNION
6.5.3 SUCCESS CASE WITH AMERICAN FAMILY INSURANCE
6.6 JIVE
6.6.1 JIVE SOCIAL BUSINESS PLATFORM
6.6.2 SWOT ANALYSIS
6.6.3 SUCCESS CASE OF JIVE SOCIAL INTRANET WITH ALCATEL-LUCENT
6.6.4 SUCCESS CASE WITH LIVEPERSON
6.7 TELLIGENT
6.7.1 SUCCESS CASE WITH DELL
6.8 SOCIALTEXT
6.8.1 SWOT ANALYSIS
6.9 MZINGA
6.9.1 MZINGA OMNISOCIAL
6.10 COMMUNISPACE
6.10.1 FULL-SERVICE SOLUTION
6.10.2 BULLYING PREVENTION CAMPAIGN CASE
6.11 LITHIUM
6.11.1 LITHIUM SOCIAL WEB: THE SOCIAL CUSTOMER EXPERIENCE PLATFORM
6.11.2 SOCIAL SOLUTIONS FOR MARKETING, COMMERCE AND SUPPORT
6.12 SUCCESSFACTORS: AN SAP COMPANY
6.12.1 SUCCESSFACTORS BIZX SUITE
6.12.2 SUCCESS CASE WITH SIEMENS
6.13 CITRIX
6.13.1 GOTO CLOUD SERVICES
6.14 ORACLE SOCIAL SERVICES
6.15 SABA POOPLE CLOUD
6.16 CISCO WEBEX SOCIAL
6.16.1 SWOT ANALYSIS
6.17 POKESHOT///SMZ
6.17.1 PUBLIC SECTOR COMMUNITY
6.17.2 POKESHOT///SMARTERPATH
6.17.3 TRANSLATION MANAGER
6.17.4 SOCIAL CONNECTOR FOR CISCO, SAMETIME AND LOTUS NOTES
6.17.5 SECURITY EXTENSION
7.0 CASE STUDY ANALYSIS OF SUCCESS SCENARIOS
7.1 LINKEDIN ONLINE RECRUITMENT BUSINESS
7.2 FACEBOOK AND TWITTER CASE AS ENABLER
7.3 RESTAURANT BUSINESS CASE ON PT BAMBU DESA
7.4 SATEL OY AND FORD CASE
7.5 CLIMATE ASIA PACIFIC CASE
7.6 OXFAM CASE ON ADVOCACY THROUGH SOCIAL MEDIA
7.7 ASSIST CASE ON SOCIAL CAPACITY BUILDING
7.8 FERRING ITALY SPA IMPLEMENTATION CASE
8.0 CONCLUSIONS AND RECOMMENDATIONS
8.1 RECOMMENDATION FOR VENDORS
8.2 RECOMMENDATION FOR ORGANIZATIONS

Figures

Figure 1: Reasons of Cloud Computing Adoption to Social Businesses
Figure 2: Social Customer Conversion Ecosystem
Figure 3: Building Block Techniques for Social Business Capabilities
Figure 4: Social Collaboration Component and Business Activities Part 1
Figure 5: Social Collaboration Component and Business Activities Part 2
Figure 6: Social Collaboration Component and Business Activities Part 3
Figure 7: Parameters to Assess Social Business Capabilities
Figure 8: Sample List of Business Outcomes
Figure 9: Industry vs. Nuance
Figure 10: Major Obstacles of Cloud Based Social Business Services
Figure 11: Global Social Cloud Bus App Market by Enterprise Spend 2016 - 2020
Figure 12: Enterprise Social Business App at Least One 2016 - 2020
Figure 13: Vendor in Social Business Services in Cloud Ecosystem
Figure 14: Engagement Ratios by Internal, External, and Unified Social Network
Figure 15: Market Share of Major Social Networking Media
Figure 16: IBM's Investment for Business Partner Growth
Figure 17: SaleForce Solution Dimensions for Social Business
Figure 18: Salesforce Chatter Dynamic Interface
Figure 19: Upcoming Enhanced Experience with Yammer Social and Office 365
Figure 20: Jive Social Business Platform
Figure 21: Full-Service Solution Sketch
Figure 22: Interface of Bullying Prevention Campaign Site
Figure 23: Lithium Social Customer Experience Platform

Tables

Table 1: Global Social Cloud Business App Market by Segment 2016 - 2020
Table 2: Social Cloud Business App Market by Major Functions 2016 - 2020
Table 3: Social Cloud Bus App Market by Desktop, Mobile and Platform 2016 - 2020
Table 4: Social Cloud Business App Market SaaS vs. PaaS Model 2016 - 2020
Table 5: Social Cloud Business App Market Region 2016 - 2020
Table 6: Social Business App Major Vendor Revenue Projection 2016 - 2020
Table 7: Government Cost Reduction due to Social Cloud Business 2016 - 2018

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