Welcome!

Mobile IoT Authors: Aruna Ravichandran, SmartBear Blog, Anders Wallgren, Jnan Dash, Liz McMillan

News Feed Item

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)

NEW YORK, Aug. 12, 2014 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

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)

http://www.reportlinker.com/p02275776/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.html

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.

1 INTRODUCTION 20

1.1 OBJECTIVES 201.2 REPORT DESCRIPTION 201.3 MARKETS COVERED 221.4 STAKEHOLDERS 231.5 RESEARCH METHODOLOGY 241.5.1 KEY DATA FROM SECONDARY AND PRIMARY SOURCES 251.5.2 DATA TRIANGULATION & MARKET FORECASTING 251.6 FORECAST ASSUMPTIONS 26

2 EXECUTIVE SUMMARY 28

2.1 OVERALL MARKET SIZE 29

3 MARKET OVERVIEW 32

3.1 MARKET DEFINITION 333.2 MARKET EVOLUTION 343.3 MARKET SEGMENTATION 363.4 MARKET DYNAMICS 373.4.1 DRIVERS 383.4.1.1 Retaining Customers 383.4.1.2 Competitive Differentiation 383.4.1.3 Customer Centric Approach 393.4.1.4 Online Experience 393.4.2 RESTRAINTS 403.4.2.1 Complexity in Data Synchronization 403.4.2.2 Expectations are Subjective 403.4.3 OPPORTUNITIES 403.4.3.1 Major Focus on Virtual Side 403.4.3.2 Integral Part of Digital Market 413.4.3.3 Big Data 413.4.4 IMPACT ANALYSIS OF DROS 413.5 BUSINESS VALUE ANALYSIS 433.6 TELCO CEM ECOSYSTEM 43

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

4.1 INTRODUCTION 454.2 TRADITIONAL SQM & TELCO CEM 454.3 CLOUD IMPACT 474.4 SOCIAL INFLUENCE ON CUSTOMER EXPERIENCE 474.5 TOOLS & TECHNIQUES 474.5.1 WEB CONTENT MANAGEMENT 474.5.2 TARGETING & PERSONALIZATION 484.5.3 EMAIL AND CAMPAIGN MANAGEMENT 484.5.4 TRANSLATION & LOCALIZATION SERVICES 484.5.5 CUSTOMER RELATIONSHIP MANAGEMENT 484.5.6 SERVICE QUALITY MANAGEMENT (SQM) 494.5.7 SERVICE LEVEL AGREEMENT (SLA) MONITORING 494.5.8 SERVICE MONITORING 494.5.9 FAULT MANAGEMENT 504.5.10 PERFORMANCE MANAGEMENT 50

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

5.1 INTRODUCTION 525.2 ENTERPRISE FEEDBACK MANAGEMENT (EFM) 565.2.1 OVERVIEW 565.2.2 MARKET SIZE & FORECAST BY END-USER 575.3 WEB ANALYTICS 595.3.1 OVERVIEW 595.3.2 MARKET SIZE & FORECAST BY END-USER 605.4 TEXT ANALYTICS 625.4.1 OVERVIEW 625.4.2 MARKET SIZE & FORECAST BY END-USER 635.5 SPEECH ANALYTICS 655.5.1 OVERVIEW 655.5.2 MARKET SIZE & FORECAST BY END-USER 665.6 OTHERS 695.6.1 OVERVIEW 695.6.2 MARKET SIZE & FORECAST BY END-USER 69

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

6.1 INTRODUCTION 736.2 INTERNET SERVICE PROVIDER (ISP) 776.2.1 OVERVIEW 776.2.2 MARKET SIZE & FORECAST BY END-USER 776.3 TELECOM SERVICE PROVIDER (TSP) 806.3.1 OVERVIEW 806.3.2 MARKET SIZE & FORECAST BY END-USER 806.4 MANAGED SERVICE PROVIDER (MSP) 826.4.1 OVERVIEW 826.4.2 MARKET SIZE & FORECAST BY END-USER 836.5 OTHERS 856.5.1 OVERVIEW 856.5.2 MARKET SIZE & FORECAST BY END-USER 85

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

7.1 INTRODUCTION 897.2 COMPANY WEBSITE 937.2.1 OVERVIEW 937.2.2 MARKET SIZE & FORECAST BY END-USER 937.3 BRANCH/STORE 967.3.1 OVERVIEW 967.3.2 MARKET SIZE & FORECAST BY END-USER 967.4 WEB 997.4.1 OVERVIEW 997.4.2 MARKET SIZE & FORECAST BY END-USER 997.5 CALL CENTER 1027.5.1 OVERVIEW 1027.5.2 MARKET SIZE & FORECAST BY END-USER 1027.6 MOBILE 1047.6.1 OVERVIEW 1047.6.2 MARKET SIZE & FORECAST BY END-USER 1057.7 SOCIAL MEDIA 1077.7.1 OVERVIEW 1077.7.2 MARKET SIZE & FORECAST BY END-USER 108

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

8.1 INTRODUCTION 1128.2 SMALL & MEDIUM BUSINESSES (SMBS) 1128.2.1 OVERVIEW 1128.2.2 MARKET SIZE & FORECAST BY REGION 1128.3 ENTERPRISES 1168.3.1 OVERVIEW 1168.3.2 MARKET SIZE & FORECAST BY REGION 116

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

9.1 INTRODUCTION 1219.1.1 MARKET SIZE & FORECAST BY SUPPORT SYSTEM 121

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

10.1 INTRODUCTION 12510.2 NORTH AMERICA 12910.2.1 OVERVIEW 12910.2.2 MARKET SIZE & FORECAST BY PRODUCT 12910.2.3 MARKET SIZE & FORECAST BY PROVIDER 13310.2.4 MARKET SIZE & FORECAST BY CHANNEL 13710.3 EUROPE 14110.3.1 OVERVIEW 14110.3.2 MARKET SIZE & FORECAST BY PRODUCT 14110.3.3 MARKET SIZE & FORECAST BY PROVIDER 14410.3.4 MARKET SIZE & FORECAST BY CHANNEL 14810.4 ASIA-PACIFIC 15210.4.1 OVERVIEW 15210.4.2 MARKET SIZE & FORECAST BY PRODUCT 15210.4.3 MARKET SIZE & FORECAST BY PROVIDER 15610.4.4 MARKET SIZE & FORECAST BY CHANNEL 15810.5 MIDDLE EAST & AFRICA 16310.5.1 OVERVIEW 16310.5.2 MARKET SIZE & FORECAST BY PRODUCT 16310.5.3 MARKET SIZE & FORECAST BY PROVIDER 16710.5.4 MARKET SIZE & FORECAST BY CHANNEL 17110.6 LATIN AMERICA 17510.6.1 OVERVIEW 17510.6.2 MARKET SIZE & FORECAST BY PRODUCT 17510.6.3 MARKET SIZE & FORECAST BY PROVIDER 17810.6.4 MARKET SIZE & FORECAST BY CHANNEL 182

11 SQM AND TELCO CEM: MARKET LANDSCAPE 186

11.1 ECOSYSTEM & ROLES 18611.2 PORTFOLIO COMPARISON 18711.2.1 OVERVIEW 18711.2.2 PRODUCT CATEGORY MAPPING 187

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

12.1 ADOBE SYSTEMS 18812.2 AMDOCS 19112.3 ALCATEL-LUCENT 19412.4 CISCO 19712.5 EGAIN CORPORATION 20112.6 ERICSSON 20412.7 HP 20712.8 IBM 21012.9 NOKIA SIEMENS NETWORK 21412.10 ORACLE 218*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.

LIST OF TABLES

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

LIST OF FIGURES

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

To order this report: 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)

http://www.reportlinker.com/p02275776/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.html

Contact Clare: [email protected]
US:(339) 368 6001
Intl:+1 339 368 6001

SOURCE Reportlinker

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
SYS-CON Events announced today that Peak 10, Inc., a national IT infrastructure and cloud services provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Peak 10 provides reliable, tailored data center and network services, cloud and managed services. Its solutions are designed to scale and adapt to customers’ changing business needs, enabling them to lower costs, improve performance and focus inter...
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, will provide tips on how to be successful in large scale machine lear...
In his session at @ThingsExpo, Chris Klein, CEO and Co-founder of Rachio, will discuss next generation communities that are using IoT to create more sustainable, intelligent communities. One example is Sterling Ranch, a 10,000 home development that – with the help of Siemens – will integrate IoT technology into the community to provide residents with energy and water savings as well as intelligent security. Everything from stop lights to sprinkler systems to building infrastructures will run ef...
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, will discuss how research has demonstrated the value of Machine Learning in delivering next generation analytics to im...
There is an ever-growing explosion of new devices that are connected to the Internet using “cloud” solutions. This rapid growth is creating a massive new demand for efficient access to data. And it’s not just about connecting to that data anymore. This new demand is bringing new issues and challenges and it is important for companies to scale for the coming growth. And with that scaling comes the need for greater security, gathering and data analysis, storage, connectivity and, of course, the...
This is not a small hotel event. It is also not a big vendor party where politicians and entertainers are more important than real content. This is Cloud Expo, the world's longest-running conference and exhibition focused on Cloud Computing and all that it entails. If you want serious presentations and valuable insight about Cloud Computing for three straight days, then register now for Cloud Expo.
IoT device adoption is growing at staggering rates, and with it comes opportunity for developers to meet consumer demand for an ever more connected world. Wireless communication is the key part of the encompassing components of any IoT device. Wireless connectivity enhances the device utility at the expense of ease of use and deployment challenges. Since connectivity is fundamental for IoT device development, engineers must understand how to overcome the hurdles inherent in incorporating multipl...
The increasing popularity of the Internet of Things necessitates that our physical and cognitive relationship with wearable technology will change rapidly in the near future. This advent means logging has become a thing of the past. Before, it was on us to track our own data, but now that data is automatically available. What does this mean for mHealth and the "connected" body? In her session at @ThingsExpo, Lisa Calkins, CEO and co-founder of Amadeus Consulting, will discuss the impact of wea...
SYS-CON Events announced today that Stratoscale, the software company developing the next generation data center operating system, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Stratoscale is revolutionizing the data center with a zero-to-cloud-in-minutes solution. With Stratoscale’s hardware-agnostic, Software Defined Data Center (SDDC) solution to store everything, run anything and scale everywhere...
Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified – now it's a component-based well-performing framework. This immersive one-day workshop at 18th Cloud Expo, led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and the product company SuranceBay, will provide you with everything you wanted to know about Angular 2.
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
You deployed your app with the Bluemix PaaS and it's gaining some serious traction, so it's time to make some tweaks. Did you design your application in a way that it can scale in the cloud? Were you even thinking about the cloud when you built the app? If not, chances are your app is going to break. Check out this webcast to learn various techniques for designing applications that will scale successfully in Bluemix, for the confidence you need to take your apps to the next level and beyond.
We’ve worked with dozens of early adopters across numerous industries and will debunk common misperceptions, which starts with understanding that many of the connected products we’ll use over the next 5 years are already products, they’re just not yet connected. With an IoT product, time-in-market provides much more essential feedback than ever before. Innovation comes from what you do with the data that the connected product provides in order to enhance the customer experience and optimize busi...
Increasing IoT connectivity is forcing enterprises to find elegant solutions to organize and visualize all incoming data from these connected devices with re-configurable dashboard widgets to effectively allow rapid decision-making for everything from immediate actions in tactical situations to strategic analysis and reporting. In his session at 18th Cloud Expo, Shikhir Singh, Senior Developer Relations Manager at Sencha, will discuss how to create HTML5 dashboards that interact with IoT devic...
Artificial Intelligence has the potential to massively disrupt IoT. In his session at 18th Cloud Expo, AJ Abdallat, CEO of Beyond AI, will discuss what the five main drivers are in Artificial Intelligence that could shape the future of the Internet of Things. AJ Abdallat is CEO of Beyond AI. He has over 20 years of management experience in the fields of artificial intelligence, sensors, instruments, devices and software for telecommunications, life sciences, environmental monitoring, process...
SYS-CON Events announced today that Ericsson has been named “Gold Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Some 40 percent of global mobile traffic runs through networks we have supplied. More than 1 billion subscribers around the world re...
Digital payments using wearable devices such as smart watches, fitness trackers, and payment wristbands are an increasing area of focus for industry participants, and consumer acceptance from early trials and deployments has encouraged some of the biggest names in technology and banking to continue their push to drive growth in this nascent market. Wearable payment systems may utilize near field communication (NFC), radio frequency identification (RFID), or quick response (QR) codes and barcodes...
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including cloud...