HOME Top Market Reports Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)

Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)

By: marketsandmarkets.com
Publishing Date: July 2014
Report Code: TC 2560

 

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Telco Customer Experience Management (CEM) is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various channels such as company websites, customer care centers/branches, the web, and mobile and social media. CEM, as a concept, is gaining widespread adoption since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities. In the last few years, several Telco companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end-user experiences in the service quality management market. To understand these experiences and obtain the appropriate insight from Voice of the Customer (VOC), Telco companies use analytical tools such as Enterprise Feedback Management (EFM) software, text analytics, web analytics, speech analytics, and other analytics.

The usage of mobile and social media channels is increasing rapidly for sharing views and ideas. Telco companies must frequently monitor these channels and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading Telco companies will be focusing on customer-centric approach rather than company-centric approach. Towards this, enterprises will be adapting newer ways to connect customers with organizations for regular feedback.

The report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and Information Technology (IT) to design, manage, and optimize the end-to-end customer experience process. The report also includes service quality management market analysis and forecasts various channels, types of analytical tools, vertical segments, size of the organization, and geographical regions.

This report focuses on Telco service providers by taking into consideration aspects of Service Quality Management (SQM), Service Level Agreement (SLA) monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco Customer Experience Management Market is segmented into five geographical regions, namely North America, Latin America, Europe, Asia-Pacific, and Middle East and Africa.

Scope of the Report

On the basis of product type:

  • Enterprise Feedback Management (EFM)
  • Web analytics
  • Text analytics
  • Speech analytics
  • Others

On the basis of providers’ type:

  • Internet Service Providers (ISP)
  • Telecom Service Providers (TSP)
  • Managed Service Providers (MSP)
  • Others

On the basis of channel:

  • Company website
  • Branch/store
  • Web
  • Call center
  • Mobile
  • Social media

On the basis of end user:

  • Small and Medium Businesses (SMBs)
  • Enterprises

On the basis of support system:

  • Operations Support System (OSS)
  • Business Support System (BSS)

Stakeholders
The targeted audience for this report includes stakeholders from the following technical sectors:

  • Communication service providers
  • Mobile network operators
  • IT suppliers
  • Software and system integrators
  • Value Added Resellers (VARs)
  • Software developers

The service quality management market report will provide detailed industry data, market dynamics (drivers, restraints, trends, and opportunities), key players, and competitive outlook. It will also provide market tables for the sub-segments and micro-markets. In addition, the report also provides competitive landscape and company profiles of the 10 leading players.

Table of Contents 
 
1 Introduction (Page No. - 20)
    1.1 Objectives
    1.2 Report Description
    1.3 Markets Covered
    1.4 Stakeholders
    1.5 Research Methodology
          1.5.1 Key Data From Secondary and Primary Sources
          1.5.2 Data Triangulation & Market Forecasting
    1.6 Forecast Assumptions

2 Executive Summary (Page No. - 28)
    2.1 Overall Market Size

3 Market Overview (Page No. - 32)
    3.1 Market Definition
    3.2 Market Evolution
    3.3 Market Segmentation
    3.4 Market Dynamics
          3.4.1 Drivers
                  3.4.1.1 Retaining Customers
                  3.4.1.2 Competitive Differentiation
                  3.4.1.3 Customer Centric Approach
                  3.4.1.4 Online Experience
          3.4.2 Restraints
                  3.4.2.1 Complexity in Data Synchronization
                  3.4.2.2 Expectations Are Subjective
          3.4.3 Opportunities
                  3.4.3.1 Major Focus on Virtual Side
                  3.4.3.2 integral Part of Digital Market
                  3.4.3.3 Big Data
          3.4.4 Impact Analysis of Dros
    3.5 Business Value Analysis
    3.6 Telco CEM Ecosystem

4 SQM & Telco CEM Market: Enterprise Needs & Adoption Trends (Page No. - 45)
    4.1 Introduction
    4.2 Traditional SQM & Telco CEM
    4.3 Cloud Impact
    4.4 Social Influence on Customer Experience
    4.5 Tools & Techniques
          4.5.1 Web Content Management
          4.5.2 Targeting & Personalization
          4.5.3 Email and Campaign Management
          4.5.4 Translation & Localization Services
          4.5.5 Customer Relationship Management
          4.5.6 Service Quality Management (SQM)
          4.5.7 Service Level Agreement (Sla) Monitoring
          4.5.8 Service Monitoring
          4.5.9 Fault Management
          4.5.10 Performance Management

5 SQM & Telco CEM: Market Size & Forecast By Product (Page No. - 51)
    5.1 Introduction
    5.2 Enterprise Feedback Management (Efm)
          5.2.1 Overview
          5.2.2 Market Size & Forecast By End-User
    5.3 Web Analytics
          5.3.1 Overview
          5.3.2 Market Size & Forecast By End-User
    5.4 Text Analytics
          5.4.1 Overview
          5.4.2 Market Size & Forecast By End-User
    5.5 Speech Analytics
          5.5.1 Overview
          5.5.2 Market Size & Forecast By End-User
    5.6 Others
          5.6.1 Overview
          5.6.2 Market Size & Forecast By End-User

6 SQM & Telco CEM: Market Size & Forecast By Provider (Page No. - 72)
    6.1 Introduction
    6.2 Internet Service Provider (Isp)
          6.2.1 Overview
          6.2.2 Market Size & Forecast By End-User
    6.3 Telecom Service Provider (Tsp)
          6.3.1 Overview
          6.3.2 Market Size & Forecast By End-User
    6.4 Managed Service Provider (Msp)
          6.4.1 Overview
          6.4.2 Market Size & Forecast By End-User
    6.5 Others
          6.5.1 Overview
          6.5.2 Market Size & Forecast By End-User

7 SQM & Telco CEM: Market Size & Forecast By Channels (Page No. - 88)
    7.1 Introduction
    7.2 Company Website
          7.2.1 Overview
          7.2.2 Market Size & Forecast By End-User
    7.3 Branch/Store
          7.3.1 Overview
          7.3.2 Market Size & Forecast By End-User
    7.4 Web
          7.4.1 Overview
          7.4.2 Market Size & Forecast By End-User  
    7.5 Call Center
          7.5.1 Overview
          7.5.2 Market Size & Forecast By End-User
    7.6 Mobile
          7.6.1 Overview
          7.6.2 Market Size & Forecast By End-User
    7.7 Social Media
          7.7.1 Overview
          7.7.2 Market Size & Forecast By End-User

8 SQM & Telco CEM: Market Size & Forecast By End-User (Page No. - 111)
    8.1 Introduction
    8.2 Small & Medium Businesses (SMBS)
          8.2.1 Overview
          8.2.2 Market Size & Forecast By Region
    8.3 Enterprises
          8.3.1 Overview
          8.3.2 Market Size & Forecast By Region

9 SQM & Telco CEM: Market Size & Forecast By Support System  (Page No. - 120)
    9.1 Introduction
          9.1.1 Market Size & Forecast By Support System

10 SQM & Telco CEM: Market Size & Forecast By Region (Page No. - 124)
     10.1 Introduction
     10.2 North America
             10.2.1 Overview
             10.2.2 Market Size & Forecast By Product
             10.2.3 Market Size & Forecast By Provider
             10.2.4 Market Size & Forecast By Channel
     10.3 Europe
             10.3.1 Overview
             10.3.2 Market Size & Forecast By Product
             10.3.3 Market Size & Forecast By Provider
             10.3.4 Market Size & Forecast By Channel
     10.4 Asia-Pacific
             10.4.1 Overview
             10.4.2 Market Size & Forecast By Product
             10.4.3 Market Size & Forecast By Provider
             10.4.4 Market Size & Forecast By Channel
     10.5 Middle East & Africa
             10.5.1 Overview
             10.5.2 Market Size & Forecast By Product
             10.5.3 Market Size & Forecast By Provider
             10.5.4 Market Size & Forecast By Channel
     10.6 Latin America
             10.6.1 Overview
             10.6.2 Market Size & Forecast By Product
             10.6.3 Market Size & Forecast By Provider
             10.6.4 Market Size & Forecast By Channel

11 SQM and Telco CEM: Market Landscape (Page No. - 186)
     11.1 Ecosystem & Roles
     11.2 Portfolio Comparison
            11.2.1 Overview
            11.2.2 Product Category Mapping

12 Company Profiles (Page No. - 188)
     (Overview, Products & Services, Strategies & Insights, Developments and Mnm View)* 
     12.1 Adobe Systems
     12.2 Amdocs
     12.3 Alcatel-Lucent
     12.4 Cisco
     12.5 Egain Corporation
     12.6 Ericsson
     12.7 HP
     12.8 IBM
     12.9 Nokia Siemens Network
     12.10 Oracle

*Details on Overview, Products & Services, Strategies & Insights, Developments and Mnm View Might Not Be Captured in Case of Unlisted Companies. 
 
List of Tables (152 Tables) 

Table 1 Telco Customer Experience Management Market, 2014 – 2019 ($Million, Y-O-Y %)
Table 2 Service Quality Management: Market, 2014 – 2019 ($Million, Y-O-Y %)
Table 3 Dro Impact Analysis
Table 4 Traditional SQM VS Telco CEM 
Table 5 Telco Customer Experience Management Market: Market Size, By Product, 2014 – 2019 ($Million)
Table 6 Telco CEM: Market Growth, By Product, 2014 – 2019 (Y-O-Y %)
Table 7 Service Quality Management: Market Size, By Product, 2014 – 2019 ($Million)
Table 8 SQM: Market Growth, By Product, 2014 – 2019 (Y-O-Y %)
Table 9 Telco CEM: Enterprise Feedback Management Market Size, By End-User, 2014 – 2019 ($Million) 
Table 10 Telco CEM: Enterprise Feedback Management Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 11 SQM: Enterprise Feedback Management Market Size, By End-User, 2014 – 2019 ($Million)
Table 12 SQM: Enterprise Feedback Management Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 13 Telco CEM: Web Analytics Market Size, By End-User, 2014 – 2019 ($Million) 
Table 14 Telco CEM: Web Analytics Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 15 SQM: Web Analytics Market Size, By End-User, 2014 – 2019 ($Million) 
Table 16 SQM: Web Analytics Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 17 Telco CEM: Text Analytics Market Size, By End-User, 2014 – 2019 ($Million) 
Table 18 Telco CEM: Text Analytics Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 19 SQM: Text Analytics Market Size, By End-User, 2014 – 2019 ($Million) 
Table 20 SQM: Text Analytics Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 21 Telco CEM: Speech Analytics Market Size, By End-User, 2014 – 2019 ($Million) 
Table 22 Telco CEM: Speech Analytics Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 23 SQM: Speech Analytics Market Size, By End-User, 2014 – 2019 ($Million) 
Table 24 SQM: Speech Analytics Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 25 Telco CEM: Others Market Size, By End-User, 2014 – 2019 ($Million) 
Table 26 Telco CEM: Others Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 27 SQM: Others Market Size, By End-User, 2014 – 2019 ($Million)
Table 28 SQM: Others Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 29 Telco Customer Experience Management: Market Size, By Provider, 2014 – 2019 ($Million)
Table 30 Telco CEM Market Growth, By Provider, 2014 – 2019 (Y-O-Y %)
Table 31 Service Quality Management: Market Size, By Provider, 2014 – 2019 ($Million)
Table 32 Service Quality Management: Market Growth, By Provider, 2014 – 2019, (Y-O-Y %)
Table 33 Telco CEM: Internet Service Provider Market Size, By End-User, 2014 – 2019 ($Million) 
Table 34 Telco CEM: Internet Service Provider Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 35 SQM: Internet Service Provider Market Size, By End-User, 2014 – 2019 ($Million)
Table 36 SQM: Internet Service Provider Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 37 Telco CEM: Telecom Service Provider Market Size, By End-User, 2014 – 2019 ($Million) 
Table 38 Telco CEM: Telecom Service Provider Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 39 SQM: Telecom Service Provider Market Size, By End-User, 2014 – 2019 ($Million) 
Table 40 SQM: Telecom Service Provider Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 41 Telco CEM: Managed Service Provider Market Size, By End-User, 2014 – 2019 ($Million) 
Table 42 Telco CEM: Managed Service Provider Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 43 SQM: Managed Service Provider Market Size, By End-User, 2014 – 2019 ($Million)
Table 44 SQM: Managed Service Provider Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 45 Telco CEM: Other Service Providers Market Size, By End-User, 2014 – 2019 ($Million)
Table 46 Telco CEM: Other Service Providers Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 47 SQM: Other Service Providers Market Size, By End-User, 2014 – 2019 ($Million) 
Table 48 SQM: Other Service Providers Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 49 Telco Customer Experience Management Market Size, By Channel, 2014 – 2019 ($Million)
Table 50 Telco CEM Market Growth, By Channel, 2014 – 2019 (Y-O-Y %)
Table 51 Service Quality Management: Market Size, By Channel, 2014 – 2019 ($Million)
Table 52 Service Quality Management: Market Growth, By Channel, 2014 – 2019 (Y-O-Y %)
Table 53 Telco CEM: Company Website Market Size, By End-User, 2014 – 2019 ($Million) 
Table 54 Telco CEM: Company Website Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 55 SQM: Company Website Market Size, By End-User, 2014 – 2019 ($Million) 
Table 56 SQM: Company Website Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 57 Telco CEM: Branch/Store Market Size, By End-User, 2014 – 2019 ($Million) 
Table 58 Telco CEM: Branch/Store Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 59 SQM: Branch/Store Market Size, By End-User, 2014 – 2019 ($Million) 
Table 60 SQM: Branch/Store Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 61 Telco CEM: Web Market Size, By End-User, 2014 – 2019 ($Million) 
Table 62 Telco CEM: Web Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 63 SQM: Web Market Size, By End-User, 2014 – 2019 ($Million)
Table 64 SQM: Web Market Growth, By End-User, 2014 – 2019 (Y-O-Y %)
Table 65 Telco CEM: Call Center Market Size, By End-User, 2014 – 2019 ($Million) 
Table 66 Telco CEM: Call Center Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 67 SQM: Call Center Market Size, By End-User, 2014 – 2019 ($Million) 
Table 68 SQM: Call Center Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 69 Telco CEM: Mobile Market Size, By End-User, 2014 – 2019 ($Million) 
Table 70 Telco CEM: Mobile Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 71 SQM: Mobile Market Size, By End-User, 2014 – 2019 ($Million)
Table 72 SQM: Mobile Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 73 Telco CEM: Social Media Market Size, By End-User, 2014 – 2019 ($Million) 
Table 74 Telco CEM: Social Media Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 75 SQM: Social Media Market Size, By End-User, 2014 – 2019 ($Million) 
Table 76 SQM: Social Media Market Growth, By End-User, 2014 – 2019 (Y-O-Y %) 
Table 77 Telco CEM: Small and Medium Businesses Market Size, By Region, 2014 – 2019 ($Million) 
Table 78 Telco CEM: Small and Medium Businesses Market Growth, By Region, 2014 – 2019 (Y-O-Y %) 
Table 79 SQM: Small and Medium Businesses Market Size, By Region, 2014 – 2019 ($Million)
Table 80 SQM: Small and Medium Businesses Market Growth, By Region, 2014 – 2019 (Y-O-Y %) 
Table 81 Telco CEM: Enterprises Market Size, By Region, 2014 – 2019 ($Million) 
Table 82 Telco CEM: Enterprises Market Growth, By Region, 2014 – 2019 (Y-O-Y %) 
Table 83 SQM: Enterprises Market Size, By Region, 2014 – 2019 ($Million) 
Table 84 SQM: Enterprises Market Growth, By Region, 2014 – 2019 (Y-O-Y %) 
Table 85 Telco CEM Market Size, By Support System, 2014 – 2019 ($Million) 
Table 86 Telco CEM Market Growth, By Support System, 2014 – 2019 (Y-O-Y %) 
Table 87 Service Quality Management: Market Size, By Support System, 2014 – 2019 ($Million)
Table 88 Service Quality Management Market Growth, By Support System, 2014 – 2019 (Y-O-Y %)
Table 89 Telco CEM Market Size, By Region, 2014 – 2019 ($Million)
Table 90 Telco CEM Market Growth, By Region, 2014 – 2019 (Y-O-Y %)
Table 91 SQM Market Size, By Region, 2014 – 2019 ($Million)
Table 92 SQM Market Growth, By Region, 2014 – 2019 (Y-O-Y %)
Table 93 North America: Telco CEM, Market Size, By Product, 2014 – 2019 ($Million) 
Table 94 North America: Telco CEM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 95 North America: Service Quality Management, Market Size, By Product, 2014 – 2019 ($Million) 
Table 96 North America: SQM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 97 North America: Telco CEM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 98 North America: Telco CEM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 99 North America: SQM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 100 North America: SQM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 101 North America: Telco CEM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 102 North America: Telco CEM Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 103 North America: SQM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 104 North America: SQM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 105 Europe: Telco CEM, Market Size, By Product, 2014 – 2019 ($Million) 
Table 106 Europe: Telco CEM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 107 Europe: SQM, Market Size, By Product, 2014 – 2019 ($Million)
Table 108 Europe: SQM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %)
Table 109 Europe: Telco CEM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 110 Europe: Telco CEM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 111 Europe: SQM, Market Size, By Provider, 2014 – 2019 ($Million)
Table 112 Europe: SQM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 113 Europe: Telco CEM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 114 Europe: Telco CEM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 115 Europe: SQM, Market Size, By Channel, 2014 – 2019 ($Million)
Table 116 Europe: SQM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %)
Table 117 Asia-Pacific: Telco CEM, Market Size, By Product, 2014 – 2019 ($Million) 
Table 118 Asia-Pacific: Telco CEM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 119 Asia-Pacific: SQM, Market Size, By Product, 2014 – 2019 ($Million) 
Table 120 Asia-Pacific: SQM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 121 Asia-Pacific: Telco CEM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 122 Asia-Pacific: Telco CEM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 123 Asia-Pacific: SQM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 124 Asia-Pacific: SQM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 125 Asia-Pacific: Telco CEM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 126 Asia-Pacific: Telco CEM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 127 Asia-Pacific: SQM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 128 Asia-Pacific: SQM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 129 Middle East and Africa: Telco CEM, Market Size, By Product 2014 – 2019 ($Million)
Table 130 Middle East and Africa: Telco CEM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 131 Middle East and Africa: SQM, Market Size, By Product, 2014 – 2019 ($Million) 
Table 132 Middle East and Africa: SQM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %)
Table 133 Middle East and Africa: Telco CEM, Market Size, By Provider, 2014 – 2019 ($Million)
Table 134 Middle East and Africa: Telco CEM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 135 Middle East and Africa: SQM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 136 Middle East and Africa: SQM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %)
Table 137 Middle East and Africa: Telco CEM, Market Size, By Channel, 2014 – 2019 ($Million)
Table 138 Middle East and Africa: Telco CEM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 139 Middle East and Africa: SQM Market Size, By Channel, 2014 – 2019 ($Million) 
Table 140 Middle East and Africa: SQM Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 141 Latin America: Telco CEM Market Size, By Product, 2014 – 2019 ($Million) 
Table 142 Latin America: Telco CEM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 143 Latin America: SQM, Market Size, By Product, 2014 – 2019 ($Million) 
Table 144 Latin America: SQM, Market Growth, By Product, 2014 – 2019 (Y-O-Y %) 
Table 145 Latin America: Telco CEM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 146 Latin America: Telco CEM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 147 Latin America: SQM, Market Size, By Provider, 2014 – 2019 ($Million) 
Table 148 Latin America: SQM, Market Growth, By Provider, 2014 – 2019 (Y-O-Y %) 
Table 149 Latin America: Telco CEM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 150 Latin America: Telco CEM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 
Table 151 Latin America: SQM, Market Size, By Channel, 2014 – 2019 ($Million) 
Table 152 Latin America: SQM, Market Growth, By Channel, 2014 – 2019 (Y-O-Y %) 


List of Figures (19 Figures)

Figure 1 Telco CEM: Research Methodology
Figure 2 SQM and Telco CEM: Data Triangulation and Market Forecasting
Figure 3 Telco Customer Experience Management Market, 2014 – 2019 ($Million, Y-O-Y %)
Figure 4 SQM, Market, 2014 – 2019 ($Million, Y-O-Y %)
Figure 5 Telco CEM Process
Figure 6 Evolution of SQM and Telco CEM
Figure 7 SQM and Telco CEM: Market Segmentation
Figure 8 Business Value Analysis
Figure 9 Telco CEM Ecosystem
Figure 10 Telco Customer Experience Management Market Size, By Product, 2014 – 2019 ($Million)
Figure 11 SQM, Market Size, By Product, 2014 – 2019 ($Million)
Figure 12 Telco CEM: Market Size, By Provider, 2014 – 2019 ($Million)
Figure 13 SQM Market Size, By Provider, 2014 – 2019 ($Million)
Figure 14 Telco CEM: Market Size, By Channel, 2014 – 2019 ($Million)
Figure 15 SQM, Market Size, By Channel, 2014 – 2019 ($Million)
Figure 16 Telco CEM: Market Size, By Region, 2014 – 2019 ($Million)
Figure 17 SQM, Market Size, By Region, 2014 – 2019 ($Million)
Figure 18 SQM and Telco CEM: Ecosystem
Figure 19 SQM and Telco CEM: Product Porfolio Comparison

Service Quality Management (SQM) and Telco Customer Experience Management (CEM) is an overriding concept, driven by high competition among various industry players. To achieve and foster the highest level of customer experience, companies are trying to implement innovative tools and technologies. This research report provides detailed outlook about the growth trends and development prospects of the service quality management market during near future.

SQM and CEM are solutions through which many Telco organizations interact with their customers to understand their experiences related to specific products and services. SQM and CEM are done through different tools and techniques such as web analytics, text analytics, and speech analytics. It is the revolutionary step to connect the organizations with their customers. CEM blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.

Customers are promoters of brands. Good SQM and CEM enable businesses to find out their followers and users, offer them loyalty and promotional rewards, and make them promoters of the brand. If an organization achieves the best SQM and CEM, then its customers will become promoters and its net promoter score card, which is one of the indicators of sustainable growth rate of a company, will be positive. The net promoter score is based on customer feedback and shows whether customers are satisfied or not with an organization’s product or service. When an organization employs SQM and CEM tools and techniques for continuous communication and feedback to solve customer issues and problems, it will positively impact customer feedback and ultimately drive sustainable growth in the service quality management market.

SQM and Telco CEM consist of different types of analytics that include EFM, web analytics, text analytics, and speech analytics.

MarketsandMarkets expects the Telco Customer Experience Management Market to grow from $1.6 billion in 2014 to $2.3 billion by 2019 and the SQM market to grow from $1.5 billion in 2014 to $2.1 billion by 2019, at a Compound Annual Growth Rate (CAGR) of 7.41% and 6.69%, respectively, during the forecast period. The table given below highlights the overall market opportunity in terms of absolute dollar value and Y-O-Y growth in the service quality management market.

Telco Customer Experience Management Market Size, 2014–2019 ($Million)

Service Quality Management (SQM) & Telco Customer Experience Management (CEM) Market

Source: MarketsandMarkets Analysis

SQM Market Size, 2014-2019 ($Million)

Service Quality Management (SQM) & Telco Customer Experience Management (CEM) Market

Source: MarketsandMarkets Analysis

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