Customer Care Market Review

Table of Contents

• Table of contents
  • List of figures
  • List of tables

• Executive summary
  • Customer relationship management
  • Subscriber management
  • Customer interaction

• Overall market share
  • Products and services market share
    • SAP
  • Product market shares
  • Services market share

• Overall forecast
  • Application segments
  • Forecast by communications service
  • Forecast by region

• CRM
  • Market share
  • Forecast
  • Forecast by communications service
  • Forecast by region

• Subscriber management
  • Market share
  • Forecast
  • Forecast by communications service
  • Forecast by region

• Customer interaction
  • Market share
  • Forecast
  • Forecast by communications service
  • Forecast by region

• Drivers and inhibitors
  • Business drivers
  • Business inhibitors
  • Drivers
    • Competition in mature markets
    • Emerging markets with high, predominately pre-paid, subscriber growth
    • Content services
    • Customer self-care
    • Subscriber personalization
    • Service convergence
  • Inhibitors
    • Worldwide economic conditions
    • Regulation
    • Subscriber saturation
  • Infrastructure drivers
  • Infrastructure Inhibitors
  • Drivers
    • Platform integration
  • Inhibitors
    • IT cost reduction
    • In-house built systems
    • Legacy environments

• Business environment
• Market definition
  • Customer relationship management
  • Subscriber management
  • Customer interaction
• M&A in customer care
• Customer care vendors
  • Key vendor profiles
    • Amdocs
    • AsiaInfo
    • ATG
    • Avaya
    • BroadVision
    • CBOSS
    • Convergys
    • Comverse
    • CSG
    • Ericsson
    • Genesys
    • Infor
    • Intec
    • Microsoft
    • Oracle
    • salesforcecom
  • SAP
  • Comparison of customer care vendors

• Recommendations
  • Recommendations for CSPs
    • Mobile CSPs in emerging markets
    • Mobile CSPs in mature markets
    • Wireline CSPs
    • New technologies for all CSPs
  • Recommendations for vendors

List of figures

• Figure 1: Global customer care forecast
• Figure 2: Global customer care market share
• Figure 3: Customer care product revenue market share
• Figure 4: Customer care professional services market share
• Figure 5: 2008-2013 Customer care forecast
• Figure 6: 2008-2013 Customer care application segments forecast
• Figure 7: 2008-2013 Customer care forecast by communications service
• Figure 8: 2008-2013 Customer care forecast by region
• Figure 9: CRM market share
• Figure 10: 2008-2013 CRM forecast
• Figure 11: 2008-2013 CRM forecast by communications service
• Figure 12: 2008-2013 CRM forecast by region
• Figure 13: Subscriber management market share
• Figure 14: 2008-2013 Subscriber management forecast
• Figure 15: 2008-2013 Subscriber management forecast by communications service
• Figure 16: 2008-2013 Subscriber management forecast by region
• Figure 17: Customer interaction market share
• Figure 18: 2008-2013 Customer interaction forecast
• Figure 19: 2008-2013 Customer interaction forecast by communications service
• Figure 20: 2008-2013 Customer interaction forecast by region
• Figure 21 Analysys Mason supplier market segmentation
• Figure 22 Interaction of customer care with billing, real-time charging, SDP, and service fulfillment
• Figure 23 CRM functions
• Figure 24: Subscriber management functions
• Figure 25 Customer interaction functions

List of tables

• Table 1. M&A in customer care
• Table 2. Customer Care Vendor Comparison