Research and Markets: Global Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Outlook 2019

DUBLIN--()--Research and Markets (http://www.researchandmarkets.com/research/sxq55h/service_quality) has announced the addition of the "Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type & Provider Type - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)" report to their offering.

It is expected that the Telco Customer Experience Management Market to grow from $1.6 billion in 2014 to $2.3 billion by 2019 and the SQM market to grow from $1.5 billion in 2014 to $2.1 billion by 2019, at a Compound Annual Growth Rate (CAGR) of 7.41% and 6.69%, respectively, during the forecast period.

SQM and CEM are solutions through which many Telco organizations interact with their customers to understand their experiences related to specific products and services. SQM and CEM are done through different tools and techniques such as web analytics, text analytics, and speech analytics. It is the revolutionary step to connect the organizations with their customers. CEM blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.

Customers are promoters of brands. Good SQM and CEM enable businesses to find out their followers and users, offer them loyalty and promotional rewards, and thus make them promoters of the brand. If an organization achieves the best SQM and CEM, then its customers will become promoters and its net promoter score card, which is one of the indicators of sustainable growth rate of a company, will be positive. The net promoter score is based on customer feedback and shows whether customers are satisfied or not with an organization's product or service. When an organization employs SQM and CEM tools and techniques for continuous communication and feedback to solve customer issues and problems, it will positively impact customer feedback and ultimately drive sustainable growth in the service quality management market.

Scope of the Report

On the basis of product type:

  • Enterprise Feedback Management (EFM)
  • Web analytics
  • Text analytics
  • Speech analytics
  • Others

On the basis of providers' type:

  • Internet Service Providers (ISP)
  • Telecom Service Providers (TSP)
  • Managed Service Providers (MSP)
  • Others

On the basis of channel:

  • Company website
  • Branch/store
  • Web
  • Call center
  • Mobile
  • Social media

On the basis of end user:

  • Small and Medium Businesses (SMBs)
  • Enterprises

On the basis of support system:

  • Operations Support System (OSS)
  • Business Support System (BSS)

The targeted audience for this report includes stakeholders from the following technical sectors:

  • Communication service providers
  • Mobile network operators
  • IT suppliers
  • Software and system integrators
  • Value Added Resellers (VARs)
  • Software developers

Companies Mentioned

  • Adobe Systems
  • Alcatel-Lucent
  • Amdocs
  • Cisco
  • Egain Corporation
  • Ericsson
  • HP
  • IBM
  • Nokia Siemens Network
  • Oracle

For more information visit http://www.researchandmarkets.com/research/sxq55h/service_quality

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Internet and E-Commerce, Telecommunications and Networks

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Internet and E-Commerce, Telecommunications and Networks