Global Customer Experience Monitoring Industry

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Oct 08, 2013, 08:43 ET

NEW YORK, Oct. 8, 2013 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Global Customer Experience Monitoring Industry
http://www.reportlinker.com/p01658727/Global-Customer-Experience-Monitoring-Industry.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Telecommunication_Services

This report analyzes the worldwide markets for Customer Experience Monitoring in US$ Million.

The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, and Rest of World. Annual estimates and forecasts are provided for the period 2009 through 2018.

The report profiles 51 companies including many key and niche players such as Aternity, Inc., BMC Software, Inc., CA Technologies, Inc., Comarch, Inc., Compuware Corporation, CorrelSense Ltd., Dominion Digital, Inc., Huawei Technologies Co., Ltd., IBM, Inforonics Global Services, LLC, Knoa Software, Inc., KoHorts IT Services, LLC, Metrica Systems Pvt. Ltd., NetCracker Technology Corp., New Relic, Inc., NEXA Group Pty Ltd., Nokia Siemens Networks Oy, Oracle Corporation, RADCOM Ltd., RadioOpt GmbH, and Riverbed Technology, Inc.

Market data and analytics are derived from primary and secondary research.

Company profiles are primarily based on public domain information including company URLs.

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study reliability and Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-2
Quantitative Techniques & Analytics I-3
Product Definitions and Scope of Study I-3

II. EXECUTIVE SUMMARY

1. OUTLOOK II-1
A Prelude II-1
End-User Experience Monitoring - Gaining Impetus II-1
Increasing Need for Web Performance Monitoring II-2
Increasing Importance of CEM in Telecom II-2
Current & Future Analysis II-3

2. INDUSTRY OVERVIEW AND TRENDS II-4
Market Scenario II-4
Customer Experience Management Market to Witness Significant
Growth II-4
CEM Emerges as a Tool for Enhancing Customer Loyalty and
Increasing Profitability II-4
Evolution of Customer Experience Monitoring II-5
Key Practices Expected to Allow Companies Gain Maximum
Benefits from CEM II-5
Integration of Management Tools to Convert Data into Action II-5
Focus on Diagnostics through Customer Interactions II-5
Sharing of Customer Reports across the Organization II-5
Integration of Diversified Data Sources II-6
Monitoring Unsolicited and Unstructured Feedback II-6
Closure of Customer Feedback Loop II-6
Encouraging Customer Participation through Interactive Surveys II-6
Integrating Social Media for Monitoring Customer Experience II-6
Correlating Customer Feedbacks with Brand Experience II-7
Impact of Social Media on Improving Customer Experience II-7
Telecommunications Sector Eyeing CEM for Customer Retention
and Acquisition II-7
Conventional Revenue Generating Measures Make Way for Managing
Customer Experience in Telecom II-8
Available Technologies Leave Much to be Desired II-8

Grouping Available CEM Solutions for Telecom II-8
Network Probes Lose Sheen in Telecom Industry II-9
Rising Mobile Internet Traffic Spawns New Analytical Solutions II-9
Website and Web Applications Experience Monitoring II-9
The Need for Combining Active and Passive Monitoring Arises II-9
APM Tools Gain Prominence II-10
What Does APM Do? II-10
Future Prospects in APM Capabilities II-11
Competition to Further Intensify II-11
Demand for Tag Management Solutions Gains Momentum II-11
Increasing Prominence of Component Level and Real User
Monitoring Solutions II-12
Rising Demand for Compressive Web Analytics II-12
Web Analytics Market Matures, Consolidation Activity Slows Down II-12
Consolidation Activity in the Web Analytics Market: 2010-2012 II-13
Select Vendors of Customer Experiencing Monitoring Tools II-13

3. PRODUCT OVERVIEW II-15
Customer Experience: An Introduction II-15
Methods for Improving Customer Experience II-15
What is Customer Experience Monitoring? II-15
Customer Experience Monitoring vs. Customer Relationship
Management II-16
Benefits II-16
Factors Restricting Organizations from Implementing Customer
Experience Monitoring II-17
End User/Customer Experience Monitoring Tools - Definition II-17
Major Benefits of End-User Monitoring Solutions II-18
Methods for End-User Experience Monitoring II-18
Synthetic Transactions II-18
Passive Collector II-18
Javascript II-19
Types of Website Monitoring Solutions II-19
Passive Monitoring/Real-User Monitoring II-19
Major Benefits II-19
Major Disadvantages II-20
Active Monitoring/Synthetic Monitoring II-20
Major Advantages II-20

4. PRODUCT INNOVATIONS/INTRODUCTIONS II-21
CustVox Introduces Customer Experience Management Maturity
Assessment Tool II-21
CA Technologies Updates CA Workload Automation Solution II-21
Huawei Technologies Incorporates IDEAL Use Cases in HUAWEI
SmartCare CEM Solution II-22
Accanto Launches iCEM Monitoring Platform II-22
Oracle Introduces RightNow CX Cloud Service II-23
Amplified Analytics Unveils NPS® Voice of Customer Reporting II-23
Neustar Introduces Neustar® Web Performance Management Solution II-24
Nokia Siemens Networks Upgrades Customer Experience Management
on Demand Portal II-24
Tealeaf Technology Unveils New Version of Tealeaf CX Mobile
Solution II-25
CA Technologies Updates CA Infrastructure Management Solution II-26
Nokia Siemens Networks Rolls Out CEM for Liquid Net Software II-27
Metrica Systems Unveils Social Media and Cross- channel Voice
of the Customer Analytics solution II-27
Nexus Telecom Unveils Nexus8630 Protocol Analyzer System II-28

5. RECENT INDUSTRY ACTIVITY II-29
CustVox Enters into Partnership with Jacobsons Direct
Marketing Services II-29
Nexus Telecom Enters into Partnership with Aito Technologies II-29
IBM Acquires Tealeaf Technology II-30
Oracle Takes Over RightNow Technologies II-30
Guangdong and Nokia Siemens Networks Ink Agreement II-30
Telkomsel Selects Customer Experience Management on Demand
Portal of Nokia Siemens Networks II-31
Bharti Airtel Deploys Customer Experience Management Platform
of Nokia Siemens Networks II-32
Zain Kuwait Deploys Customer Experience Management Offerings
of Nokia Siemens Networks II-32
Aito Technologies Enters into Partnership with Anritsu II-33
United Marketing Group Selects Customer Experience Monitoring
Program for Partner Clients II-33
GlobalConnect Australia Enters into Partnership with Metrica
Systems II-34
Lightower Fiber Networks Selects Telecom Operations and
Management Solution of NetCracker Technology II-34
Automatos and Clearway Network Management Solutions Extend
Partnership II-35

6. FOCUS ON SELECT PLAYERS II-36
Aternity, Inc. (US) II-36
BMC Software, Inc. (US) II-36
CA Technologies, Inc. (US) II-36
Comarch SA (Poland) II-37
Compuware Corporation (US) II-37
CorrelSense, Inc. (US) II-38
Dominion Digital, Inc. (US) II-38
Huawei Technologies Co., Ltd. (China) II-38
IBM (US) II-39
Inforonics Global Services, LLC (US) II-40
Knoa Software, Inc. (US) II-40
KoHorts IT Services, LLC (US) II-40
Metrica Systems Pvt. Ltd. (India) II-41
NetCracker Technology Corp. (US) II-41
New Relic, Inc. (US) II-42
NEXA Group Pty Ltd. (Australia) II-42
Nokia Siemens Networks Oy (Finland) II-42
Oracle Corporation (US) II-43
RADCOM Ltd. (Israel) II-43
RadioOpt GmbH (Germany) II-43
Riverbed Technology, Inc. (US) II-44

7. GLOBAL MARKET PERSPECTIVE II-45
Table 1: World Recent Past, Current and Future Analysis for
Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry by Geographic Region - US, Canada,
Europe, Asia-Pacific (including Japan) and Rest of World
Markets Independently Analyzed with Annual Revenue Figures in
US$ Million for Years 2009 through 2018 (includes
corresponding Graph/Chart) II-45

Table 2: World 10-Year Perspective for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry by
Geographic Region - Percentage Breakdown of Revenue Figures
for US, Canada, Europe, Asia-Pacific (including Japan) and
Rest of World Markets for Years 2009, 2013 and 2018 (includes
corresponding Graph/Chart) II-46

III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Current & Future Analysis III-1
Product Launches III-1
Strategic Corporate Developments III-5
Key Players III-7
B.Market Analytics III-13
Table 3: US Recent Past, Current and Future Analysis for
Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Million for Years 2009 through 2018 (includes
corresponding Graph/Chart) III-13

2. CANADA III-14
Market Analysis III-14
Table 4: Canadian Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Million for Years 2009 through 2018 (includes
corresponding Graph/Chart) III-14

3. EUROPE III-15
A.Market Analysis III-15
Current & Future Analysis III-15
Product Launches III-15
Strategic Corporate Developments III-18
Key Players III-19
B.Market Analytics III-21
Table 5: European Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry by Geographic Region - France,
Germany, Italy, UK and Rest of Europe Markets Independently
Analyzed with Annual Revenue Figures in US$ Million for
Years 2009 through 2018 (includes corresponding Graph/Chart) III-21

Table 6: European 10-Year Perspective for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry by Geographic Region - Percentage Breakdown of
Revenue Figures for France, Germany, Italy, UK and Rest of
Europe Markets for Years 2009, 2013 and 2018 (includes
corresponding Graph/Chart) III-22

4. ASIA-PACIFIC III-23
A.Market Analysis III-23
Current & Future Analysis III-23
Product Launches III-23
Strategic Corporate Developments III-24
Key Players III-26
B.Market Analytics III-28
Table 7: Asia-Pacific Recent Past, Current and Future
Analysis for Customer Experience Monitoring Solutions in
Mobile Telecommunications Industry Analyzed with Annual
Revenue Figures in US$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-28

5. REST OF WORLD III-29
A.Market Analysis III-29
Current & Future Analysis III-29
Strategic Corporate Developments III-29
Key Player III-30
B.Market Analytics III-31
Table 8: Rest of World Recent Past, Current and Future
Analysis for Customer Experience Monitoring Solutions in
Mobile Telecommunications Industry Analyzed with Annual
Revenue Figures in US$ Million for Years 2009 through 2018
(includes corresponding Graph/Chart) III-31

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 51

The United States (25)
Canada (5)
Japan (1)
Europe (12)
- France (3)
- Germany (2)
- Rest of Europe (7)
Asia-Pacific (Excluding Japan) (6)
Middle-East (2)