Market Research Report
Customer care systems: worldwide market shares 2011
|Published by||Analysys Mason||Product code||218341|
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This publication has been discontinued on October 18, 2013.
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.
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.
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).