This report provides detailed market share data for four application segments:
customer relationship management (CRM), subscriber management, customer
interaction and mobile device management. It identifies the leading ISVs,
presents their respective market shares, and describes and analyses their
product and market strategies.
This Report:
reveals the leading ISVs in each of the four sub-segments of the customer
care market in 2011
describes which ISVs gained and lost market share and why
compares 2010 and 2011
explores how the economic downturn is affecting this market
outlines the areas of investment that received the greatest attention from
CSPs
provides an overview of the strategic direction, and strengths and
weaknesses, of each of the top-six customer care suppliers overall and in each
sub-segment.
Companies included in the report include: Alcatel-Lucent (Genesys);
Avaya; BroadVision; Comverse; Convergys; CSG International; Ericsson; Huawei;
Infor; innoPath; Mformation Technologies; Microsoft; Nokia Siemens Networks;
Oracle; SAP; Sicap; and Synapse Mobile Networks.
Figure 1: Customer care market shares by revenue, worldwide, 2011
[Source: Analysys Mason, 2012]1
Note: Key data/information in this graph is hidden, while in the report is not.
1Significant vendors in the ‘Other’ category include: Alcatel-Lucent (Genesys), Avaya, BroadVision, CBOSS, Comverse, CSG International, Infor, Microsoft, Pegasystems and aalesforce.com with an aggregate market share of XX%, and many other smaller vendors with an aggregate market share of XX%.
XX Commercial in Confidence.
About the authors
Mark H. Mortensen (Principal Analyst) is the lead analyst for Analysys
Mason's Customer Care and Service Fulfilment research programmes, which are
part of the Telecoms Software research stream. His primary areas of
specialisation include customer self-care, automation of fulfilment processes,
and data operations. The first 20 years of Mark's career were spent at Bell
Laboratories, where he specialised in creating software products for new
markets and network technologies and in the interaction of software with the
underlying network hardware. Mark was Chief Scientist of Management Systems at
Bell Labs, and president of his own OSS strategy consulting company, CMO at
inventory specialist Granite Systems, VP of Product Strategy at Telcordia
Technologies, and SVP of Marketing at a network planning software vendor. Mark
holds MPhil and a PhD degrees in physics from Yale University and has received
two AT&T Architecture awards for innovative software solutions. He is also a
faculty member at UMass Lowell in the Manning School of Business in Strategic
Management.
John Abraham (Analyst) is part of Analysys Mason's Telecoms Software
research team and contributes to the Revenue Management, Service Fulfilment
and Customer Care programmes. He has over five years' experience in the
telecoms industry working for a worldwide OSS vendor and has implemented
revenue management solutions for Tier 1 telcos in India, the Middle East and
Europe. John has been with Analysys Mason since early 2012. He holds a
bachelors degree in computer science from Anna University (India) and a MBA
from Bradford University School of Management (UK).
Table of Contents
Table of Contents
6. Executive summary
7. Overall customer care market summary
8. The customer care market has grown because CSPs are moving to
commercial, more-sophisticated customer care software
9. In challenging economic conditions, the customer care systems market
was surprisingly strong in 2011 - what does that mean for a CSP? [1]
10. In challenging economic conditions, the customer care systems market
was surprisingly strong in 2011 - what does that mean for a CSP? [2]
11. Customer care market summary by sub-segment
12. Overall customer care market summary by region, with 2010 comparison
13. Recommendations
14. Recommendations for mobile CSPs
15. Recommendations for fixed-line CSPs and all CSPs
16. Recommendations for software vendors
17. Market definition
18. Definition of geographical regions
19. Telecoms software market segmentation
20. Customer care sub-segment definitions
21. Customer relationship management (CRM)
22. Subscriber management
23. Customer interaction
24. Device management
25. Modern customer care deployment architecture
26. Customer care service sector and revenue type definitions
27. Business environment
28. The business environment in 2011
29. Regional outlook for 2012
30. Market shares
31. Overall customer care market summary
32. Customer care market shares by product revenue
33. Customer care market shares by product-related services revenue
34. Customer relationship management
35. Subscriber management
36. Customer interaction
37. Device management
38. Vendor analysis
39. Alcatel-Lucent (Genesys)
40. Avaya
41. BroadVision
42. Comverse
43. Convergys
44. CSG International
45. Ericsson
46. Huawei
47. Infor
48. innoPath
49. Mformation Technologies
50. Microsoft
51. Nokia Siemens Networks
52. Oracle
53. SAP
54. Sicap
55. Synapse Mobile Networks
56. Vendor analysis summary [1]
57. Vendor analysis summary [2]
58. Vendor analysis summary [3]
59. Vendor analysis summary [4]
60. Vendor analysis summary [5]
61. Vendor analysis summary [6]
62. Vendor analysis summary [7]
63. Mergers and acquisitions
64. Mergers and acquisitions [1]
65. Mergers and acquisitions [2]
66. About the authors and Analysys Mason
67. About the authors
68. About Analysys Mason
69. Research from Analysys Mason
70. Consulting from Analysys Mason
List of figures
Figure 1: Customer care market shares by revenue, worldwide, 2011
Figure 2: Customer care revenue by region, worldwide, 2010 and 2011
Figure 3: Regional breakdown used in this report
Figure 4: Telecoms software market segments
Figure 5: Definitions of customer care and its sub-segments
Figure 6: Key functions of a CRM system
Figure 7: Key functions of a subscriber management system
Figure 8: Key functions of a customer interaction system
Figure 9: Key functions of a mobile device management system
Figure 10: Modern customer care information flow
Figure 11: Customer care service sector definitions
Figure 12: Customer care revenue type definitions
Figure 13: Customer care market shares by revenue, worldwide, 2011
Figure 14: Customer care market shares by product revenue, worldwide, 2011
Figure 15: Customer care market shares by product-related services
revenue, worldwide, 2011
