Factors Affecting the Customer Care Market in 2009

Transcription

1 Research report Customer care market share report 2009 Mark H. Mortensen June 2010

2 Contents [1] 2 Contents Slide no. 4. Document map Executive summary 5. Overall customer care market shares for Overall customer care market shares, with 2008 comparison 7. Factors that affected the customer care market in Customer care market summary by sub-segment 9. Customer care regional market summary, with 2008 comparison 10. Document map Recommendations 11. Recommendations for mobile CSPs 12. Recommendations for CSPs 13. Recommendations for ISVs 14. Document map Market definition 15. Telecoms software market segmentation 16. Definitions of customer care and its sub-segments 17. Definitions of service segments and revenue types 18. Document map Business environment 19. Overall telecoms market growth was dampened, except in specific technological and geographical areas 20. Regional customer care outlook for Document map Market shares 22. Customer care overall market shares in 2009 Slide no. 23. Customer care product market shares in Customer care product-related services market shares in CRM market shares in Top six CRM vendors in Subscriber management overall market shares in Customer interaction overall market shares in Document map Vendor analysis 30. Amdocs 31. AsiaInfo 32. Avaya 33. BroadVision 34. Comverse 35. Convergys 36. CSG 37. Genesys 38. Huawei 39. Infor 40. Microsoft 41. Oracle 42. SAP 43. Vendor analysis summary [1] 44. Vendor analysis summary [2]

3 Contents [2] 3 Contents Slide no. 45. Document map Annexes 46. Annexes Sub-segment definitions and deployment architecture 47. Customer relationship management (CRM) 48. Subscriber management 49. Customer interaction 50. Modern customer care flow 51. Annexes Mergers and acquisitions 52. Customer care mergers and acquisitions 53. Document map Author, copyright and key to acronyms 54. Author Slide no. 55. Copyright 56. Key to acronyms [1] 57. Key to acronyms [2] 58. Document map List of figures and tables 59. List of figures and tables [1] 60. List of figures and tables [2] 61. List of figures and tables [3] 62. List of figures and tables [4] 63. Document map About Analysys Mason 64. About Analysys Mason 65. Research from Analysys Mason 66. Consulting from Analysys Mason

4 List of figures and tables [1] 60 List of figures and tables Figure 1: Customer care market shares by revenue, worldwide, 2009 Figure 2: Customer care market shares by revenue, 2008 and 2009 Figure 3: Customer care market shares by region, 2008 and 2009 Figure 4: Telecoms software market segments Figure 5: Customer care market shares by revenue, worldwide, 2009 Figure 6: Customer care product market shares by revenue, worldwide, 2009 Figure 7: Customer care product-related services market shares by revenue, worldwide, 2009 Figure 8: Customer care CRM market shares by revenue, worldwide, 2009 Figure 9: Customer care subscriber management market shares by revenue, worldwide, 2009 Figure 10: Customer care customer interaction market shares by revenue, worldwide, 2009 Figure 11: Amdocs customer care revenue, worldwide, 2008 and 2009 Figure 12: Amdocs s customer care revenue by region, 2009 Figure 13: AsiaInfo s customer care revenue, worldwide, 2008 and 2009 Figure 14: AsiaInfo s customer care revenue by region, 2009 Figure 15: Avaya s customer care revenue, worldwide, 2008 and 2009 Figure 16: Avaya s customer care revenue by region, 2009

5 List of figures and tables [2] 61 List of figures and tables Figure 17: BroadVision s customer care, worldwide, 2008 and 2009 Figure 18: BroadVision s customer care revenue by region, 2009 Figure 19: Comverse s customer care revenue, worldwide, 2008 and 2009 Figure 20: Comverse s customer care revenue by region, 2009 Figure 21: Convergys s customer care revenue, worldwide, 2008 and 2009 Figure 22: Convergys s customer care revenue by region, 2009 Figure 23: CSG s customer care revenue, worldwide, 2008 and 2009 Figure 24: CSG s customer care revenue by region, 2009 Figure 25: Genesys s customer care revenue, worldwide, 2008 and 2009 Figure 26: Genesys s customer care revenue by region, 2009 Figure 27: Huawei s customer care revenue, worldwide, 2008 and 2009 Figure 28: Huawei s customer care revenue by region, 2009 Figure 29: Infor s customer care revenue, worldwide, 2008 and 2009 Figure 30: Infor s customer care revenue by region, 2009 Figure 31: Microsoft s customer care revenue, worldwide, 2008 and 2009 Figure 32: Microsoft s customer care revenue by region, 2009

6 List of figures and tables [3] 62 List of figures and tables Figure 33: Oracle s customer care revenue, worldwide, 2008 and 2009 Figure 34: Oracle s customer care revenue by region, 2009 Figure 35: SAP s customer care revenue, worldwide, 2008 and 2009 Figure 36: SAP s customer care revenue by region, 2009 Figure 37: CRM system key functions Figure 38: Subscriber management system key functions Figure 39: Customer interactions system key functions Figure 40: Modern customer care information flow Table 1: Customer care and its sub-segments Table 2: Service segments Table 3: Revenue types Table 4: Amdocs analysis Table 5: AsiaInfo analysis Table 6: Avaya analysis Table 7: BroadVision analysis Table 8: Comverse analysis

7 List of figures and tables [4] 63 List of figures and tables Table 9: Convergys analysis Table 10: CSG analysis Table 11: Genesys analysis Table 12: Huawei analysis Table 13: Infor analysis Table 14: Microsoft analysis Table 15: Oracle analysis Table 16: SAP analysis Table 17a b: Comparison of customer care ISVs Table 18: Customer care mergers and acquisitions, 2005 to June 2010

8 Document map 64 Document map: About Analysys Mason Executive summary Recommendations Market definition Business environment Market shares Vendor analysis Annexes Authors, copyright and key to acronyms List of figures and tables About Analysys Mason

9 About Analysys Mason 65 About Analysys Mason Analysys Mason is the preferred partner of telecoms, IT and media organisations worldwide. Through our global presence, we deliver strategy advice, operations support and market intelligence to leading commercial and public sector organisations in more than 80 countries. Our clients rely on our consulting and research services to make better business decisions. The intellectual rigour, operational experience and insight of our people have helped our clients to meet some of the toughest challenges they face within the industry. We have consistently delivered significant and sustainable business benefits to our clients during the past 20 years on issues ranging from advising on operator strategy and tactics, development of national sector regulation, through execution of major financial transactions, to the deployment of public and private network infrastructure. We are respected worldwide for the exceptional quality of our work, our independence and the flexibility of our teams in responding to client needs. We are passionate about what we do and are committed to delivering excellence to our clients. Analysys Mason offers two types of service: Consulting: We work with our clients to provide customised advice and support throughout the business cycle, helping major players to set strategy, plan for change and implement that change. We have worked on a wide range of projects that support our partners and help them to increase revenue, reduce costs, plan for the future and minimise risk. Research: We offer research programmes and custom research to help our clients to identify key strategic issues, formulate strategies, identify trends and opportunities, and measure performance. For more information visit our website at

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