The Customer care systems: worldwide market shares 2013
LONDON, Oct. 22, 2014 /PRNewswire/ -- The customer care market generated USD3.58 billion in revenue in 2013, an increase of 9.1% from 2012. This report provides detailed market share data for four sub-segments: customer interaction, customer relationship management (CRM), subscriber management and device management. It identifies the leading suppliers and analyses their product and market strategies.
Overall customer care market share summary
- The customer care market generated USD3.58 billion in revenue in 2013, an increase of 9.1% from 2012. Adding fixed device management to this segment also increasedoverall revenue by USD0.27 billion.
- Oracle and Amdocs continue to dominate the market, with a combined market share of more than one third of the worldwide market, while China-based vendor HuaweiTechnologies dominates its domestic market. However, more than 60 suppliers that constitute the 'Other' category command revenue of several hundred million dollars in this market, many of them smaller, geographically focused suppliers.
Worldwide, the customer care market is driven by:
- communications service providers (CSPs) increasingly offering packaged service bundles in order to increase ARPU and stickiness
- the strong desire of consumers for instant service and control over their accounts via self-service apps
- the need of CSPs to increase customer satisfaction (thereby reducing churn), bring many new digital services to market quickly and reduce customer support costs while retaining customers.
The customer care market continues to grow as CSPs move to commercial, more-sophisticated customer care software systems
-Customer care systems were originally 'add-ons' to billing systems and provided the basic functions of ordering and supporting CSRs in answering queries from subscribers. Billing system vendors still provide these functions as subscriber management systems. However, CRM systems have grown in importance, providing advanced features to CSRs (and customers through other channels) as well as access to the subscriber management system functions.
-Some CRM systems, such as those from Amdocs, Oracle and SAP, attempt to be 'all-in-one' systems with a comprehensive portfolio of features. Others, such as Microsoft Dynamics CRM and those from Salseforce.com, have more-basic functionality. However, in most cases, CSRs use a wide variety of CRM (and other) systems via windows on their desktop. Additional mechanisation is implemented with integration software that provides workflow sequencing and process automation among the numerous CRM and other applications that appear on the CSRs' desktops.
-Customer interaction systems support CSRs and customers (via IVR and web-based or app-based self-service systems). The latter have increased in importance as technology has improved and customers have become more comfortable with them. They have proved to be valuable in terms of both cost reduction (by reducing the number and duration of calls to the contact centre) and increasing revenue.
Trends in developed markets
-CSPs often outsource their contact centre functions, but usually select and own their software systems and specify the procedures. They previously built much of the advanced customer care software themselves, but have increasingly turned to vendors for commercial, although highly configurable, software for customer care.
-Both fixed and mobile CSPs are looking for ways to reduce customer churn and increase ARPU. Customer care systems play a critical role in these initiatives, which are driving spending in this segment. Investing in customer care systems can also dramatically reduce costs and is the primary method that CSPs use to increase their customer satisfaction ratings.
Trends in emerging markets
-ARPU and competitive pressures are driving CSPs to upgrade their customer care systems.
-Growth in the number of subscribers in emerging markets continues to lead to higher licence fees for vendors that sell systems with size-related pricing models.
-The use of SaaS models for CRM, particularly Salesforce.com, is growing, because this method proves to be fast and efficient at providing support.
Download the full report: https://www.reportbuyer.com/product/2247670/
About Reportbuyer
Reportbuyer is a leading industry intelligence solution that provides all market research reports from top publishers
For more information:
Sarah Smith
Research Advisor at Reportbuyer.com
Email: [email protected]
Tel: +44 208 816 85 48
Website: www.reportbuyer.com
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/the-customer-care-systems-worldwide-market-shares-2013-653345244.html
SOURCE ReportBuyer
Share this article