This report provides an insight into which vendors are leading in the customer care systems market for the telecoms industry, and provides profiles of the leaders and upcoming vendors. The integration of analytical capabilities, as well as social media customer service solutions, into customer care system vendors‘ offerings is opening up this market for industry-specific applications, and is a driver for improving customer experience.
Oracle’s continued focus on marketing its telecoms-specific products is reflected in its strong revenue growth, which enabled the vendor to increase its market share in customer care systems.
Amdocs remains the market leader in product-related services by a significant margin. Its product business yielded modest growth between 2013 and 2014, but we have increased its overall market share significantly as a result of gaining more accurate data.
Huawei Technologies‘ revenue grew above the overall market growth rate. However, its share of the customer care systems market remained the same in 2013 and 2014, at 7.1%. Its overall revenue growth was a result of Huawei signing new deals in and outside of China in 2014. The vendor comfortably retained its third-position in the overall ranking for customer care.
NetCracker Technology’s market share improved because it was able to consolidate its position in the BSS space. We have increased its overall market share as a result of gaining more accurate data.
SAP had an impressive 2014, gaining market share in the process. Its growth was significantly above the market overall.
Ericsson’s customer care systems revenue growth was slower than the rest of the market because a majority of its revenue is from the device management sub-segment, which grew at a slower pace compared with the customer care systems market overall.
THIS MARKET SHARE REPORT PROVIDES:
detailed market share data for the customer care systems market overall, as well as four sub-segments:
customer relationship management (CRM)
a year-on-year comparison of the market shares in 2013 and 2014
a summary of key market developments in the market overall and each sub-segment
detailed profiles of 27 vendors in this market, and summaries of other players.
Mformation Software Technologies
Synapse Mobile Networks
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