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Customer care systems: worldwide market shares 2011

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This publication has been discontinued on October 18, 2013.

Abstract

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

  • 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
  • Figure 16: Customer relationship management market shares by revenue, worldwide, 2011
  • Figure 17: Subscriber management market shares by revenue, worldwide, 2011
  • Figure 18: Customer interaction market shares by revenue, worldwide, 2011
  • Figure 19: Device management market shares by revenue, worldwide, 2011
  • Figure 20: Alcatel-Lucent's customer care revenue, worldwide, 2010 and 2011
  • Figure 21: Alcatel-Lucent's customer care revenue by region, 2011
  • Figure 22: Avaya's customer care revenue, worldwide, 2010 and 2011
  • Figure 23: Avaya's customer care revenue by region, 2011
  • Figure 24: BroadVision's customer care revenue, worldwide, 2010 and 2011
  • Figure 25: BroadVision's customer care revenue by region, 2011
  • Figure 26: Comverse's customer care revenue, worldwide, 2010 and 2011
  • Figure 27: Comverse's customer care revenue by region, 2011
  • Figure 28: Convergys's customer care revenue, worldwide, 2010 and 2011
  • Figure 29: Convergys's customer care revenue by region, 2011
  • Figure 30: CSG International's customer care revenue, worldwide, 2010 and 2011
  • Figure 31: CSG International's customer care revenue by region, 2011
  • Figure 32: Ericsson's customer care revenue, worldwide, 2010 and 2011
  • Figure 33: Ericsson's customer care revenue by region, 2011
  • Figure 34: Huawei's customer care revenue, worldwide, 2010 and 2011
  • Figure 35: Huawei's customer care revenue by region, 2011
  • Figure 36: Infor's customer care revenue, worldwide, 2010 and 2011
  • Figure 37: Infor's customer care revenue by region, 2011
  • Figure 38: innoPath's customer care revenue, worldwide, 2010 and 2011
  • Figure 39: innoPath's customer care revenue by region, 2011
  • Figure 40: Mformation Technologies' customer care revenue, worldwide, 2010 and 2011
  • Figure 41: Mformation Technologies' customer care revenue by region, 2011
  • Figure 42: Microsoft's customer care revenue, worldwide, 2010 and 2011
  • Figure 43: Microsoft's customer care revenue by region, 2011
  • Figure 44: Nokia Siemens Networks' customer care revenue, worldwide, 2010 and 2011
  • Figure 45: Nokia Siemens Networks' customer care revenue by region, 2011
  • Figure 46: Oracle's customer care revenue, worldwide, 2010 and 2011
  • Figure 47: Oracle's customer care revenue by region, 2011
  • Figure 48: SAP's customer care revenue, worldwide, 2010 and 2011
  • Figure 49: SAP's customer care revenue by region, 2011
  • Figure 50: Sicap's customer care revenue, worldwide, 2010 and 2011
  • Figure 51: Sicap's customer care revenue by region, 2011
  • Figure 52: Synapse Mobile Networks' customer care revenue, worldwide, 2010 and 2011
  • Figure 53: Synapse Mobile Networks' customer care revenue by region, 2011
  • Figure 54a: Comparison of customer care suppliers by region and service sector
  • Figure 54b: Comparison of customer care suppliers by region and service sector
  • Figure 54c: Comparison of customer care suppliers by region and service sector
  • Figure 54d: Comparison of customer care suppliers by region and service sector
  • Figure 55a: Comparison of customer care suppliers by sub-segment
  • Figure 55b: Comparison of customer care suppliers by sub-segment
  • Figure 55c: Comparison of customer care suppliers by sub-segment
  • Figure 56a: Mergers and acquisitions in the customer care market, 2006 - 2012
  • Figure 56b: Mergers and acquisitions in the customer care market, 2006 - 2012
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