Global Customer Experience Monitoring Industry

Aug 05, 2015, 14:10 ET from ReportBuyer

LONDON, Aug. 5, 2015 /PRNewswire/ -- This report analyzes the worldwide markets for Customer Experience Monitoring in US$ Thousands. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 49 companies including many key and niche players such as -

Aternity, Inc.
BMC Software, Inc.
CA Technologies, Inc.
Comarch SA
Compuware Corporation

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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
CEM Balances Customers and Business II-2
Increasing Need for Web Performance Monitoring II-2
Rise of Digital Communication Masks Traditional Market Surveys II-2
Increasing Importance of CEM in Telecom II-3
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
Monitoring the Quality of Customer Service II-6
Sharing of Customer Reports across the Organization II-6
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-7
Integrating Social Media for Monitoring Customer Experience II-7
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
Table 1: Global Mobile Telecommunications Market (2014-H1):
Number of Mobile Subscriptions (in Million) by Geographic
Region (includes corresponding Graph/Chart) II-8

Table 2: Global Mobile Internet Market (2014): Number of
Active Subscriptions (in Million) by Geographic Region
(includes corresponding Graph/Chart) II-9
Growing Mobile Broadband Demand Bodes Well for CEM II-9
Table 3: Global Market for Smartphones: Volume Sales in
Million Units for 2011, 2013, 2015 & 2018 (includes
corresponding Graph/Chart) II-10

Table 4: Global Smartphones Market - Percentage Breakdown of
Unit Sales for US, Canada, Japan, France, Germany, Italy, UK,
Russia, China, India, and Brazil for 2013 (includes
corresponding Graph/Chart) II-10

Table 5: World Smartphone Penetration for Select Countries
(as a Percentage of Mobile Phone Users): 2013 (includes
corresponding Graph/Chart) II-11

Table 6: Worldwide Smartphone Penetration (as a Percentage of
Total Population) for Select Countries: January 2014
(includes corresponding Graph/Chart) II-12

Table 7: Global Mobile Broadband Subscriptions (in Million)
in Developed and Developing Countries: January 2014 (includes
corresponding Graph/Chart) II-12

Table 8: Worldwide Mobile Broadband Penetration Rate (%) by
Region: January 2014 (includes corresponding Graph/Chart) II-13

Table 9: Worldwide Active Broadband (Fixed & Mobile) Per 100
People (2013): Breakdown by Geographic Region (includes
corresponding Graph/Chart) II-13

Table 10: Worldwide Monthly Wireless Data Traffic in Millions
of Gigabytes per Month for the Years 2012 Through 2018
(includes corresponding Graph/Chart) II-14
Conventional Revenue Generating Measures Make Way for Managing
Customer Experience in Telecom II-14
Available Technologies Leave Much to be Desired II-15
Grouping Available CEM Solutions for Telecom II-15
Network Probes Lose Sheen in Telecom Industry II-15
Rising Mobile Internet Traffic Spawns New Analytical Solutions II-16
Advanced CEM Management Tools-Data Source for Business Analytics II-16
Website and Web Applications Experience Monitoring II-16
The Need for Combining Active and Passive Monitoring Arises II-16
APM Tools Gain Prominence II-17
What Does APM Do? II-17
Future Prospects in APM Capabilities II-18
Competition to Further Intensify II-18
Demand for Tag Management Solutions Gains Momentum II-18
Increasing Prominence of Component Level and Real User
Monitoring Solutions II-19
Rising Demand for Compressive Web Analytics II-19
Web Analytics Market Matures, Consolidation Activity Slows Down II-19
Select Vendors of Customer Experiencing Monitoring Tools II-20

3. PRODUCT OVERVIEW II-21
Customer Experience: An Introduction II-21
Methods for Improving Customer Experience II-21
What is Customer Experience Monitoring? II-21
Customer Experience Monitoring vs. Customer Relationship
Management II-22
Benefits II-22
Factors Restricting Organizations from Implementing Customer
Experience Monitoring II-23
End User/Customer Experience Monitoring Tools - Definition II-23
Major Benefits of End-User Monitoring Solutions II-24
Methods for End-User Experience Monitoring II-24
Synthetic Transactions II-24
Passive Collector II-24
Javascript II-25
Types of Website Monitoring Solutions II-25
Passive Monitoring/Real-User Monitoring II-25
Major Benefits II-25
Major Disadvantages II-26
Active Monitoring/Synthetic Monitoring II-26
Major Advantages II-26

4. PRODUCT INNOVATIONS/INTRODUCTIONS II-27
CA Technologies Releases CA Nimsoft Monitor II-27
Dynatrace Develops Performance Test II-27
Compuware Adds New Capabilities to DC RUM Solution II-27
Correlsense Launches Real User Monitoring for Native Mobile
Applications II-27
Knoa Rolls Out Beta Version of Executive Dashboards II-27
RADCOM Uses Intel® Ethernet XL710 Controller II-27
Anite Launches Nemo CEM Observer II-27
Knoa Software Launches Knoa Experience and Performance Manager
(EPM) version 7.1 II-28
New Relic Announces Extended capabilities for New Relic for
Mobile Apps II-28
New Relic Plans To Host a Panel with Their Customers II-28
CustVox Launches Customer Experience Management (CEM) Maturity
Assessment Tool II-28
CA Technologies Releases CA Workload Automation Solution II-28
Huawei Incorporates HUAWEI SmartCare CEM Solution in IDEAL Use
Cases II-28
Accanto Rolls Out iCEM Monitoring Platform II-28

5. RECENT INDUSTRY ACTIVITY II-29
TAP Portugal Utilizes CA Technologies APM II-29
Metrica Inks Strategic Partnership Agreement with Sensiple II-29
RADCOM Partners With Allot to Provide VoIP Quality of
Experience Monitoring Solution II-29
RADCOM Announces Expansion in China with CTC II-29
CustVox Enters into Partnership with Jacobsons Direct
Marketing Services II-29
Nexus Telecom Joins Hands with Aito Technologies II-29

6. FOCUS ON SELECT PLAYERS II-30
Aternity, Inc. (US) II-30
BMC Software, Inc. (US) II-30
CA Technologies, Inc. (US) II-30
Comarch SA (Poland) II-31
Compuware Corporation (US) II-31
CorrelSense, Inc. (US) II-32
Dominion Digital, Inc. (US) II-32
Huawei Technologies Co., Ltd. (China) II-32
IBM (US) II-33
Inforonics Global Services, LLC (US) II-34
Knoa Software, Inc. (US) II-34
KoHorts IT Services, LLC (US) II-34
Metrica Systems Pvt. Ltd. (India) II-35
NetCracker Technology Corp. (US) II-35
New Relic, Inc. (US) II-36
NEXA Group Pty Ltd. (Australia) II-36
Nokia Siemens Networks Oy (Finland) II-36
Oracle Corporation (US) II-37
RADCOM Ltd. (Israel) II-37
RadioOpt GmbH (Germany) II-37
Riverbed Technology, Inc. (US) II-38

7. GLOBAL MARKET PERSPECTIVE II-39
Table 11: World Recent Past, Current and Future Analysis for
Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry by Geographic Region - US, Canada,
Japan, Europe, Asia-Pacific, Latin America and Rest of World
Markets Independently Analyzed with Annual Revenue Figures in
US$ Thousand for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-39

Table 12: World Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific,
Latin America and Rest of World Markets Independently Analyzed
with Annual Revenue Figures in US$ Thousand for Years 2009
through 2013 (includes corresponding Graph/Chart) II-40

Table 13: World 12-Year Perspective for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry by
Geographic Region - Percentage Breakdown of Revenues for US,
Canada, Japan, Europe, Asia-Pacific, Latin America and Rest of
World Markets for Years 2009, 2015 and 2020 (includes
corresponding Graph/Chart) II-41


III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Current & Future Analysis III-1
Product Launches III-1
Key Players III-2
B.Market Analytics III-9
Table 14: US Recent Past, Current and Future Analysis for
Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-9

Table 15: US Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-10

2. CANADA III-11
Market Analysis III-11
Table 16: Canadian Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-11

Table 17: Canadian Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-12

3. JAPAN III-13
Market Analysis III-13
Table 18: Japanese Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-13

Table 19: Japanese Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-14

4. EUROPE III-15
Market Analysis III-15
Table 20: European Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry by Geographic Region - France,
Germany, Italy, UK, Spain, Russia and Rest of Europe Markets
Independently Analyzed with Annual Revenue Figures in US$
Thousand for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-16

Table 21: European Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
by Geographic Region - France, Germany, Italy, UK, Spain,
Russia and Rest of Europe Markets Independently Analyzed
with Annual Revenue Figures in US$ Thousand for Years 2009
through 2013 (includes corresponding Graph/Chart) III-17

Table 22: European 12-Year Perspective for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry by Geographic Region - Percentage Breakdown of
Revenues for France, Germany, Italy, UK, Spain, Russia and
Rest of Europe Markets for Years 2009, 2015 and 2020
(includes corresponding Graph/Chart) III-18

4a. FRANCE III-19
Market Analysis III-19
Table 23: French Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-19

Table 24: French Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-20

4b. GERMANY III-21
A.Market Analysis III-21
Current & Future Analysis III-21
RadioOpt GmbH - A Key Player III-21
B.Market Analytics III-22
Table 25: German Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-22

Table 26: German Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-23

4c. ITALY III-24
Market Analysis III-24
Table 27: Italian Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-24

Table 28: Italian Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-25

4d. THE UNITED KINGDOM III-26
Market Analysis III-26
Table 29: UK Recent Past, Current and Future Analysis for
Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-26

Table 30: UK Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-27

4e. SPAIN III-28
Market Analysis III-28
Table 31: Spanish Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-28

Table 32: Spanish Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-29

4f. RUSSIA III-30
Market Analysis III-30
Table 33: Russian Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-30

Table 34: Russian Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-31

4g. REST OF EUROPE III-32
A.Market Analysis III-32
Current & Future Analysis III-32
Product Launches III-32
Strategic Corporate Developments III-32
Key Players III-33
B.Market Analytics III-34
Table 35: Rest Of Europe Recent Past, Current and Future
Analysis for Customer Experience Monitoring Solutions in
Mobile Telecommunications Industry Analyzed with Annual
Revenue Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-34

Table 36: Rest of Europe Historic Review for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry Analyzed with Annual Revenue Figures in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-35

5. ASIA-PACIFIC III-36
Market Analysis III-36
Table 37: Asia-Pacific Recent Past, Current and Future
Analysis for Customer Experience Monitoring Solutions in
Mobile Telecommunications Industry by Geographic Region -
Australia, China, India and Rest of Asia-Pacific Markets
Independently Analyzed with Annual Revenue Figures in US$
Thousand for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-36

Table 38: Asia-Pacific Historic Review for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry by Geographic Region - Australia, China, India and
Rest of Asia-Pacific Markets Independently Analyzed with
Annual Revenue Figures in US$ Thousand for Years 2009
through 2013 (includes corresponding Graph/Chart) III-37

Table 39: Asia-Pacific 12-Year Perspective for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry by Geographic Region - Percentage Breakdown of
Revenues for Australia, China, India and Rest of
Asia-Pacific Markets for Years 2009, 2015 and 2020 (includes
corresponding Graph/Chart) III-38

5a. AUSTRALIA III-39
A.Market Analysis III-39
Current & Future Analysis III-39
NEXA Group Pty Ltd. - A Key Player III-39
B.Market Analytics III-40
Table 40: Australian Recent Past, Current and Future
Analysis for Customer Experience Monitoring Solutions in
Mobile Telecommunications Industry Analyzed with Annual
Revenue Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-40

Table 41: Australian Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-41

5b. CHINA III-42
A.Market Analysis III-42
Current & Future Analysis III-42
Product Launch III-42
Strategic Corporate Developments III-42
Huawei Technologies Co., Ltd. - A Key Player III-42
B.Market Analytics III-43
Table 42: Chinese Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-43

Table 43: Chinese Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-44

5c. INDIA III-45
A.Market Analysis III-45
Current & Future Analysis III-45
Metrica Systems Pvt. Ltd. - A Key Player III-45
B.Market Analytics III-46
Table 44: Indian Recent Past, Current and Future Analysis
for Customer Experience Monitoring Solutions in Mobile
Telecommunications Industry Analyzed with Annual Revenue
Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-46

Table 45: Indian Historic Review for Customer Experience
Monitoring Solutions in Mobile Telecommunications Industry
Analyzed with Annual Revenue Figures in US$ Thousand for
Years 2009 through 2013 (includes corresponding Graph/Chart) III-47

5d. REST OF ASIA-PACIFIC III-48
Market Analysis III-48
Table 46: Rest of Asia-Pacific Recent Past, Current and
Future Analysis for Customer Experience Monitoring Solutions
in Mobile Telecommunications Industry Analyzed with Annual
Revenue Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-48

Table 47: Rest of Asia-Pacific Historic Review for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry Analyzed with Annual Revenue Figures in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-49

6. LATIN AMERICA III-50
Market Analysis III-50
Table 48: Latin American Recent Past, Current and Future
Analysis for Customer Experience Monitoring Solutions in
Mobile Telecommunications Industry Analyzed with Annual
Revenue Figures in US$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-50

Table 49: Latin American Historic Review for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry Analyzed with Annual Revenue Figures in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-51

7. REST OF WORLD III-52
A.Market Analysis III-52
Current & Future Analysis III-52
Product Launch III-52
Strategic Corporate Development III-52
Key Player III-52
B.Market Analytics III-53
Table 50: 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$ Thousand for Years 2014 through 2020
(includes corresponding Graph/Chart) III-53

Table 51: Rest of World Historic Review for Customer
Experience Monitoring Solutions in Mobile Telecommunications
Industry Analyzed with Annual Revenue Figures in US$
Thousand for Years 2009 through 2013 (includes corresponding
Graph/Chart) III-54


IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 49 (including Divisions/Subsidiaries - 49)

The United States (25)
Canada (2)
Japan (1)
Europe (13)
- France (3)
- Germany (2)
- The United Kingdom (1)
- Rest of Europe (7)
Asia-Pacific (Excluding Japan) (5)
Middle East (3)

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