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Service Quality Management (SQM) & 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)

NEW YORK, Aug. 12, 2014 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Service Quality Management (SQM) & 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)

http://www.reportlinker.com/p02275776/Service-Quality-Management-SQM--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.html

The Service Quality Management (SQM) and Telco Customer Experience Management (CEM) market is segmented on the basis of types of product, channels, end users, providers, and regions. Under each region, the market has been classified based on types of channels and analytics. Traditionally, companies focused mainly on their products and not on customers. However, with the rise in competition across all verticals, companies now have a major need to maintain customer relationships apart from delivering product innovations. Customer Relationship Management (CRM) has emerged as a critical tool to focus on sales operations, sales force automation, customer analysis, and campaign management.

CRM applications provide information about "what the company knows about the customers"; therefore, it is essentially known as the "customer-centric approach." In order to foster this relationship, organizations need to develop interactions with customers to understand their experience with products and services. CEM is the overriding concept, which changes an organization's internally focused view to externally focused customer experience solutions.

With the arrival of the social media, CEM has extended capabilities to understand customer experiences from a variety of channels across the media. In the initial stages of CEM, the process was controlled by a single channel. New technology developments and changing views of companies have transformed the process from a single channel to multiple, and later customer-controlled channels.

Each channel includes different types of customer channels. Each channel plays an important role in CEM. CEM providers use various analytical tools such as web analytics, text analytics, and sentiment analytics to analyze the Voice of Customer (VOC) from these channels. The next evolution after CEM can be referred to as Customer Experience Analytics (CEA).

Adobe Systems' primary goal is to be one of the leading players in CEM market. The company is focused on growing by forming alliances as well as launching new products in this category. The company spends approximately 20% of its revenue in R&D which has enabled it to develop new products and solutions, which are driving the company's revenues.

Amdocs has strategically aligned itself as a market leader in customer experience solutions. The solutions provided by this company span across industries making a proffered vendor. The company has launched a new product named Amdocs 9.1, which has brought multi-channel capabilities to enterprises. The product helps service providers in increasing customer satisfaction and enhancing customer experience based on real-time analytics. Amdocs also has formed strategic alliances with other players in the market to stay competitive. It formed strategic alliance with Linknet where Amdocs Multi Play Smart is to be pre-integrated for enabling customer care experience for cable providers. This alliance is significant as it broadens the scope for the company's customer care products.

Cisco is primarily focused on providing new CEM solutions in the cloud. To achieve this, the company is developing new products and solutions and acquiring companies in the CEM category. The company has strategically acquired companies in the cloud category which has made Cisco one of the leading service providers in the cloud market.

1 INTRODUCTION 20

1.1 OBJECTIVES 201.2 REPORT DESCRIPTION 201.3 MARKETS COVERED 221.4 STAKEHOLDERS 231.5 RESEARCH METHODOLOGY 241.5.1 KEY DATA FROM SECONDARY AND PRIMARY SOURCES 251.5.2 DATA TRIANGULATION & MARKET FORECASTING 251.6 FORECAST ASSUMPTIONS 26

2 EXECUTIVE SUMMARY 28

2.1 OVERALL MARKET SIZE 29

3 MARKET OVERVIEW 32

3.1 MARKET DEFINITION 333.2 MARKET EVOLUTION 343.3 MARKET SEGMENTATION 363.4 MARKET DYNAMICS 373.4.1 DRIVERS 383.4.1.1 Retaining Customers 383.4.1.2 Competitive Differentiation 383.4.1.3 Customer Centric Approach 393.4.1.4 Online Experience 393.4.2 RESTRAINTS 403.4.2.1 Complexity in Data Synchronization 403.4.2.2 Expectations are Subjective 403.4.3 OPPORTUNITIES 403.4.3.1 Major Focus on Virtual Side 403.4.3.2 Integral Part of Digital Market 413.4.3.3 Big Data 413.4.4 IMPACT ANALYSIS OF DROS 413.5 BUSINESS VALUE ANALYSIS 433.6 TELCO CEM ECOSYSTEM 43

4 SQM & TELCO CEM MARKET: ENTERPRISE NEEDS & ADOPTION TRENDS 45

4.1 INTRODUCTION 454.2 TRADITIONAL SQM & TELCO CEM 454.3 CLOUD IMPACT 474.4 SOCIAL INFLUENCE ON CUSTOMER EXPERIENCE 474.5 TOOLS & TECHNIQUES 474.5.1 WEB CONTENT MANAGEMENT 474.5.2 TARGETING & PERSONALIZATION 484.5.3 EMAIL AND CAMPAIGN MANAGEMENT 484.5.4 TRANSLATION & LOCALIZATION SERVICES 484.5.5 CUSTOMER RELATIONSHIP MANAGEMENT 484.5.6 SERVICE QUALITY MANAGEMENT (SQM) 494.5.7 SERVICE LEVEL AGREEMENT (SLA) MONITORING 494.5.8 SERVICE MONITORING 494.5.9 FAULT MANAGEMENT 504.5.10 PERFORMANCE MANAGEMENT 50

5 SQM & TELCO CEM: MARKET SIZE & FORECAST BY PRODUCT 51

5.1 INTRODUCTION 525.2 ENTERPRISE FEEDBACK MANAGEMENT (EFM) 565.2.1 OVERVIEW 565.2.2 MARKET SIZE & FORECAST BY END-USER 575.3 WEB ANALYTICS 595.3.1 OVERVIEW 595.3.2 MARKET SIZE & FORECAST BY END-USER 605.4 TEXT ANALYTICS 625.4.1 OVERVIEW 625.4.2 MARKET SIZE & FORECAST BY END-USER 635.5 SPEECH ANALYTICS 655.5.1 OVERVIEW 655.5.2 MARKET SIZE & FORECAST BY END-USER 665.6 OTHERS 695.6.1 OVERVIEW 695.6.2 MARKET SIZE & FORECAST BY END-USER 69

6 SQM & TELCO CEM: MARKET SIZE & FORECAST BY PROVIDER 72

6.1 INTRODUCTION 736.2 INTERNET SERVICE PROVIDER (ISP) 776.2.1 OVERVIEW 776.2.2 MARKET SIZE & FORECAST BY END-USER 776.3 TELECOM SERVICE PROVIDER (TSP) 806.3.1 OVERVIEW 806.3.2 MARKET SIZE & FORECAST BY END-USER 806.4 MANAGED SERVICE PROVIDER (MSP) 826.4.1 OVERVIEW 826.4.2 MARKET SIZE & FORECAST BY END-USER 836.5 OTHERS 856.5.1 OVERVIEW 856.5.2 MARKET SIZE & FORECAST BY END-USER 85

7 SQM & TELCO CEM: MARKET SIZE & FORECAST BY CHANNELS 88

7.1 INTRODUCTION 897.2 COMPANY WEBSITE 937.2.1 OVERVIEW 937.2.2 MARKET SIZE & FORECAST BY END-USER 937.3 BRANCH/STORE 967.3.1 OVERVIEW 967.3.2 MARKET SIZE & FORECAST BY END-USER 967.4 WEB 997.4.1 OVERVIEW 997.4.2 MARKET SIZE & FORECAST BY END-USER 997.5 CALL CENTER 1027.5.1 OVERVIEW 1027.5.2 MARKET SIZE & FORECAST BY END-USER 1027.6 MOBILE 1047.6.1 OVERVIEW 1047.6.2 MARKET SIZE & FORECAST BY END-USER 1057.7 SOCIAL MEDIA 1077.7.1 OVERVIEW 1077.7.2 MARKET SIZE & FORECAST BY END-USER 108

8 SQM & TELCO CEM: MARKET SIZE & FORECAST BY END-USER 111

8.1 INTRODUCTION 1128.2 SMALL & MEDIUM BUSINESSES (SMBS) 1128.2.1 OVERVIEW 1128.2.2 MARKET SIZE & FORECAST BY REGION 1128.3 ENTERPRISES 1168.3.1 OVERVIEW 1168.3.2 MARKET SIZE & FORECAST BY REGION 116

9 SQM & TELCO CEM: MARKET SIZE & FORECAST BY SUPPORT SYSTEM 120

9.1 INTRODUCTION 1219.1.1 MARKET SIZE & FORECAST BY SUPPORT SYSTEM 121

10 SQM & TELCO CEM: MARKET SIZE & FORECAST BY REGION 124

10.1 INTRODUCTION 12510.2 NORTH AMERICA 12910.2.1 OVERVIEW 12910.2.2 MARKET SIZE & FORECAST BY PRODUCT 12910.2.3 MARKET SIZE & FORECAST BY PROVIDER 13310.2.4 MARKET SIZE & FORECAST BY CHANNEL 13710.3 EUROPE 14110.3.1 OVERVIEW 14110.3.2 MARKET SIZE & FORECAST BY PRODUCT 14110.3.3 MARKET SIZE & FORECAST BY PROVIDER 14410.3.4 MARKET SIZE & FORECAST BY CHANNEL 14810.4 ASIA-PACIFIC 15210.4.1 OVERVIEW 15210.4.2 MARKET SIZE & FORECAST BY PRODUCT 15210.4.3 MARKET SIZE & FORECAST BY PROVIDER 15610.4.4 MARKET SIZE & FORECAST BY CHANNEL 15810.5 MIDDLE EAST & AFRICA 16310.5.1 OVERVIEW 16310.5.2 MARKET SIZE & FORECAST BY PRODUCT 16310.5.3 MARKET SIZE & FORECAST BY PROVIDER 16710.5.4 MARKET SIZE & FORECAST BY CHANNEL 17110.6 LATIN AMERICA 17510.6.1 OVERVIEW 17510.6.2 MARKET SIZE & FORECAST BY PRODUCT 17510.6.3 MARKET SIZE & FORECAST BY PROVIDER 17810.6.4 MARKET SIZE & FORECAST BY CHANNEL 182

11 SQM AND TELCO CEM: MARKET LANDSCAPE 186

11.1 ECOSYSTEM & ROLES 18611.2 PORTFOLIO COMPARISON 18711.2.1 OVERVIEW 18711.2.2 PRODUCT CATEGORY MAPPING 187

12 COMPANY PROFILES 188 (Overview, Products & Services, Strategies & Insights, Developments and MnM View)*

12.1 ADOBE SYSTEMS 18812.2 AMDOCS 19112.3 ALCATEL-LUCENT 19412.4 CISCO 19712.5 EGAIN CORPORATION 20112.6 ERICSSON 20412.7 HP 20712.8 IBM 21012.9 NOKIA SIEMENS NETWORK 21412.10 ORACLE 218*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.

LIST OF TABLES

TABLE 1 TELCO CEM MARKET, 2014 – 2019 ($MILLION, Y-O-Y %) 29TABLE 2 SQM MARKET, 2014 – 2019 ($MILLION, Y-O-Y %) 30TABLE 3 DRO IMPACT ANALYSIS 42TABLE 4 TRADITIONAL SQM VS TELCO CEM 46TABLE 5 TELCO CEM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 52TABLE 6 TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 54TABLE 7 SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 55TABLE 8 SQM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 56TABLE 9 TELCO CEM: ENTERPRISE FEEDBACK MANAGEMENT MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 57TABLE 10 TELCO CEM: ENTERPRISE FEEDBACK MANAGEMENT MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 58TABLE 11 SQM: ENTERPRISE FEEDBACK MANAGEMENT MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 58TABLE 12 SQM: ENTERPRISE FEEDBACK MANAGEMENT MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 59TABLE 13 TELCO CEM: WEB ANALYTICS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 60TABLE 14 TELCO CEM: WEB ANALYTICS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 61TABLE 15 SQM: WEB ANALYTICS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 61TABLE 16 SQM: WEB ANALYTICS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 62TABLE 17 TELCO CEM: TEXT ANALYTICS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 63TABLE 18 TELCO CEM: TEXT ANALYTICS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 64TABLE 19 SQM: TEXT ANALYTICS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 64TABLE 20 SQM: TEXT ANALYTICS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 65TABLE 21 TELCO CEM: SPEECH ANALYTICS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 66TABLE 22 TELCO CEM: SPEECH ANALYTICS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 67TABLE 23 SQM: SPEECH ANALYTICS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 67TABLE 24 SQM: SPEECH ANALYTICS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 68TABLE 25 TELCO CEM: OTHERS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 69TABLE 26 TELCO CEM: OTHERS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 70TABLE 27 SQM: OTHERS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 70TABLE 28 SQM: OTHERS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 71TABLE 29 TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 73TABLE 30 TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 75TABLE 31 SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 76TABLE 32 SQM MARKET GROWTH, BY PROVIDER, 2014 – 2019, (Y-O-Y %) 77TABLE 33 TELCO CEM: INTERNET SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 78TABLE 34 TELCO CEM: INTERNET SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 78TABLE 35 SQM: INTERNET SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 79TABLE 36 SQM: INTERNET SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 79TABLE 37 TELCO CEM: TELECOM SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 80TABLE 38 TELCO CEM: TELECOM SERVICE PROVIDER MARKET GROWTH,BY END-USER, 2014 – 2019 (Y-O-Y %) 81TABLE 39 SQM: TELECOM SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 81TABLE 40 SQM: TELECOM SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 82TABLE 41 TELCO CEM: MANAGED SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 83TABLE 42 TELCO CEM: MANAGED SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 84TABLE 43 SQM: MANAGED SERVICE PROVIDER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 84TABLE 44 SQM: MANAGED SERVICE PROVIDER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 85TABLE 45 TELCO CEM: OTHER SERVICE PROVIDERS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 86TABLE 46 TELCO CEM: OTHER SERVICE PROVIDERS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 86TABLE 47 SQM: OTHER SERVICE PROVIDERS MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 87TABLE 48 SQM: OTHER SERVICE PROVIDERS MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 87TABLE 49 TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 89TABLE 50 TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 90TABLE 51 SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 91TABLE 52 SQM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 93TABLE 53 TELCO CEM: COMPANY WEBSITE MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 94TABLE 54 TELCO CEM: COMPANY WEBSITE MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 94TABLE 55 SQM: COMPANY WEBSITE MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 95TABLE 56 SQM: COMPANY WEBSITE MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 96TABLE 57 TELCO CEM: BRANCH/STORE MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 97TABLE 58 TELCO CEM: BRANCH/STORE MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 97TABLE 59 SQM: BRANCH/STORE MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 98TABLE 60 SQM: BRANCH/STORE MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 99TABLE 61 TELCO CEM: WEB MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 100TABLE 62 TELCO CEM: WEB MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 100TABLE 63 SQM: WEB MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 101TABLE 64 SQM: WEB MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 101TABLE 65 TELCO CEM: CALL CENTER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 102TABLE 66 TELCO CEM: CALL CENTER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 103TABLE 67 SQM: CALL CENTER MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 103TABLE 68 SQM: CALL CENTER MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 104TABLE 69 TELCO CEM: MOBILE MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 105TABLE 70 TELCO CEM: MOBILE MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 106TABLE 71 SQM: MOBILE MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 106TABLE 72 SQM: MOBILE MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 107TABLE 73 TELCO CEM: SOCIAL MEDIA MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 108TABLE 74 TELCO CEM: SOCIAL MEDIA MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 109TABLE 75 SQM: SOCIAL MEDIA MARKET SIZE, BY END-USER, 2014 – 2019 ($MILLION) 109TABLE 76 SQM: SOCIAL MEDIA MARKET GROWTH, BY END-USER, 2014 – 2019 (Y-O-Y %) 110TABLE 77 TELCO CEM: SMALL AND MEDIUM BUSINESSES MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 112TABLE 78 TELCO CEM: SMALL AND MEDIUM BUSINESSES MARKET GROWTH, BY REGION, 2014 – 2019 (Y-O-Y %) 113TABLE 79 SQM: SMALL AND MEDIUM BUSINESSES MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 114TABLE 80 SQM: SMALL AND MEDIUM BUSINESSES MARKET GROWTH, BY REGION, 2014 – 2019 (Y-O-Y %) 115TABLE 81 TELCO CEM: ENTERPRISES MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 116TABLE 82 TELCO CEM: ENTERPRISES MARKET GROWTH, BY REGION, 2014 – 2019 (Y-O-Y %) 117TABLE 83 SQM: ENTERPRISES MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 118TABLE 84 SQM: ENTERPRISES MARKET GROWTH, BY REGION, 2014 – 2019 (Y-O-Y %) 119TABLE 85 TELCO CEM MARKET SIZE, BY SUPPORT SYSTEM, 2014 – 2019 ($MILLION) 121TABLE 86 TELCO CEM MARKET GROWTH, BY SUPPORT SYSTEM, 2014 – 2019 (Y-O-Y %) 122TABLE 87 SQM MARKET SIZE, BY SUPPORT SYSTEM, 2014 – 2019 ($MILLION) 123TABLE 88 SQM MARKET GROWTH, BY SUPPORT SYSTEM, 2014 – 2019 (Y-O-Y %) 123TABLE 89 TELCO CEM MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 125TABLE 90 TELCO CEM MARKET GROWTH, BY REGION, 2014 – 2019 (Y-O-Y %) 126TABLE 91 SQM MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 127TABLE 92 SQM MARKET GROWTH, BY REGION, 2014 – 2019 (Y-O-Y %) 128TABLE 93 NORTH AMERICA: TELCO CEM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 129TABLE 94 NORTH AMERICA: TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 130TABLE 95 NORTH AMERICA: SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 131TABLE 96 NORTH AMERICA: SQM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 132TABLE 97 NORTH AMERICA: TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 133TABLE 98 NORTH AMERICA: TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 134TABLE 99 NORTH AMERICA: SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 135TABLE 100 NORTH AMERICA: SQM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 136TABLE 101 NORTH AMERICA: TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 137TABLE 102 NORTH AMERICA: TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 138TABLE 103 NORTH AMERICA: SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 139TABLE 104 NORTH AMERICA: SQM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 140TABLE 105 EUROPE: TELCO CEM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 141TABLE 106 EUROPE: TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 142TABLE 107 EUROPE: SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 142TABLE 108 EUROPE: SQM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 143TABLE 109 EUROPE: TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 144TABLE 110 EUROPE: TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 145TABLE 111 EUROPE: SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 146TABLE 112 EUROPE: SQM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 147TABLE 113 EUROPE: TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 148TABLE 114 EUROPE: TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 149TABLE 115 EUROPE: SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 150TABLE 116 EUROPE: SQM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 151TABLE 117 ASIA-PACIFIC: TELCO CEM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 152TABLE 118 ASIA-PACIFIC: TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 153TABLE 119 ASIA-PACIFIC: SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 154TABLE 120 ASIA-PACIFIC: SQM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 155TABLE 121 ASIA-PACIFIC: TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 156TABLE 122 ASIA-PACIFIC: TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 157TABLE 123 ASIA-PACIFIC: SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 157TABLE 124 ASIA-PACIFIC: SQM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 158TABLE 125 ASIA-PACIFIC: TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 159TABLE 126 ASIA-PACIFIC: TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 160TABLE 127 ASIA-PACIFIC: SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 161TABLE 128 ASIA-PACIFIC: SQM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 162TABLE 129 MIDDLE EAST AND AFRICA: TELCO CEM MARKET SIZE, BY PRODUCT 2014 – 2019 ($MILLION) 163TABLE 130 MIDDLE EAST AND AFRICA: TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 164TABLE 131 MIDDLE EAST AND AFRICA: SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 165TABLE 132 MIDDLE EAST AND AFRICA: SQM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 166TABLE 133 MIDDLE EAST AND AFRICA: TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 167TABLE 134 MIDDLE EAST AND AFRICA: TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 168TABLE 135 MIDDLE EAST AND AFRICA: SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 169TABLE 136 MIDDLE EAST AND AFRICA: SQM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 170TABLE 137 MIDDLE EAST AND AFRICA: TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 171TABLE 138 MIDDLE EAST AND AFRICA: TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 172TABLE 139 MIDDLE EAST AND AFRICA: SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 173TABLE 140 MIDDLE EAST AND AFRICA: SQM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 174TABLE 141 LATIN AMERICA: TELCO CEM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 175TABLE 142 LATIN AMERICA: TELCO CEM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 176TABLE 143 LATIN AMERICA: SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 177TABLE 144 LATIN AMERICA: SQM MARKET GROWTH, BY PRODUCT, 2014 – 2019 (Y-O-Y %) 178TABLE 145 LATIN AMERICA: TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 179TABLE 146 LATIN AMERICA: TELCO CEM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 179TABLE 147 LATIN AMERICA: SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 180TABLE 148 LATIN AMERICA: SQM MARKET GROWTH, BY PROVIDER, 2014 – 2019 (Y-O-Y %) 181TABLE 149 LATIN AMERICA: TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 182TABLE 150 LATIN AMERICA: TELCO CEM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 183TABLE 151 LATIN AMERICA: SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 184TABLE 152 LATIN AMERICA: SQM MARKET GROWTH, BY CHANNEL, 2014 – 2019 (Y-O-Y %) 185

LIST OF FIGURES

FIGURE 1 TELCO CEM: RESEARCH METHODOLOGY 24FIGURE 2 SQM AND TELCO CEM: DATA TRIANGULATION AND MARKET FORECASTING 26FIGURE 3 TELCO CEM MARKET, 2014 – 2019 ($MILLION, Y-O-Y %) 30FIGURE 4 SQM MARKET, 2014 – 2019 ($MILLION, Y-O-Y %) 31FIGURE 5 TELCO CEM PROCESS 34FIGURE 6 EVOLUTION OF SQM AND TELCO CEM 36FIGURE 7 SQM AND TELCO CEM: MARKET SEGMENTATION 37FIGURE 8 BUSINESS VALUE ANALYSIS 43FIGURE 9 TELCO CEM ECOSYSTEM 44FIGURE 10 TELCO CEM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 53FIGURE 11 SQM MARKET SIZE, BY PRODUCT, 2014 – 2019 ($MILLION) 55FIGURE 12 TELCO CEM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 74FIGURE 13 SQM MARKET SIZE, BY PROVIDER, 2014 – 2019 ($MILLION) 76FIGURE 14 TELCO CEM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 90FIGURE 15 SQM MARKET SIZE, BY CHANNEL, 2014 – 2019 ($MILLION) 92FIGURE 16 TELCO CEM MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 126FIGURE 17 SQM MARKET SIZE, BY REGION, 2014 – 2019 ($MILLION) 128FIGURE 18 SQM AND TELCO CEM: ECOSYSTEM 186FIGURE 19 SQM AND TELCO CEM: PRODUCT PORFOLIO COMPARISON 187

To order this report: Service Quality Management (SQM) & 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)

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SYS-CON Events announced today that AgilePoint, the leading provider of Microsoft-centric Business Process Management software, will exhibit at SYS-CON's 2nd International @ThingsExpo which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. AgilePoint is the leading provider of Microsoft-based Business Process Management (BPM) software products, has 1,300+ on-premise and cloud deployments in 25+ countries and provides the same advanced BPM feature set as J2EE vendors like IBM and Appian for the Microsoft .NET native environment. AgilePoint customer...
The Internet of Things (IoT) promises to evolve the way the world does business; however, understanding how to apply it to your company can be a mystery. Most people struggle with understanding the potential business uses or tend to get caught up in the technology, resulting in solutions that fail to meet even minimum business goals. In his session at Internet of @ThingsExpo, Jesse Shiah, CEO / President / Co-Founder of AgilePoint Inc., will show what is needed to leverage the IoT to transform your business. He will discuss opportunities and challenges ahead for the IoT from a market and tec...
SYS-CON Events announced today that Utimaco will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Utimaco is a leading manufacturer of hardware based security solutions that provide the root of trust to keep cryptographic keys safe, secure critical digital infrastructures and protect high value data assets. Only Utimaco delivers a general-purpose hardware security module (HSM) as a customizable platform to easily integrate into existing software solutions, embed business logic and build s...
One of the biggest challenges when developing connected devices is identifying user value and delivering it through successful user experiences. In his session at Internet of @ThingsExpo, Mike Kuniavsky, Principal Scientist, Innovation Services at PARC, will describe an IoT-specific approach to user experience design that combines approaches from interaction design, industrial design and service design to create experiences that go beyond simple connected gadgets to create lasting, multi-device experiences grounded in people’s real needs and desires.
The Internet of Things will greatly expand the opportunities for data collection and new business models driven off of that data. In her session at Internet of @ThingsExpo, Esmeralda Swartz, CMO of MetraTech, will discuss how for this to be effective you not only need to have infrastructure and operational models capable of utilizing this new phenomenon, but increasingly service providers will need to convince a skeptical public to participate. Get ready to show them the money! Speaker Bio: Esmeralda Swartz, CMO of MetraTech, has spent 16 years as a marketing, product management, and busin...
SYS-CON Events announced today that TeleStax, the main sponsor of Mobicents, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. TeleStax provides Open Source Communications software and services that facilitate the shift from legacy SS7 based IN networks to IP based LTE and IMS networks hosted on private (on-premise), hybrid or public clouds. TeleStax products include Restcomm, JSLEE, SMSC Gateway, USSD Gateway, SS7 Resource Adaptors, SIP Servlets, Rich Multimedia Services, Presence Services/RCS, Diame...
Samsung VP Jacopo Lenzi, who headed the company's recent SmartThings acquisition under the auspices of Samsung's Open Innovaction Center (OIC), answered a few questions we had about the deal. This interview was in conjunction with our interview with SmartThings CEO Alex Hawkinson. IoT Journal: SmartThings was developed in an open, standards-agnostic platform, and will now be part of Samsung's Open Innovation Center. Can you elaborate on your commitment to keep the platform open? Jacopo Lenzi: Samsung recognizes that true, accelerated innovation cannot be driven from one source, but requires a...
Things are being built upon cloud foundations to transform organizations. This CEO Power Panel at 15th Cloud Expo, moderated by Roger Strukhoff, Cloud Expo and @ThingsExpo conference chair, will address the big issues involving these technologies and, more important, the results they will achieve. How important are public, private, and hybrid cloud to the enterprise? How does one define Big Data? And how is the IoT tying all this together?
We certainly live in interesting technological times. And no more interesting than the current competing IoT standards for connectivity. Various standards bodies, approaches, and ecosystems are vying for mindshare and positioning for a competitive edge. It is clear that when the dust settles, we will have new protocols, evolved protocols, that will change the way we interact with devices and infrastructure. We will also have evolved web protocols, like HTTP/2, that will be changing the very core of our infrastructures. At the same time, we have old approaches made new again like micro-services...
SYS-CON Events announces a new pavilion on the Cloud Expo floor where WebRTC converges with the Internet of Things. Pavilion will showcase WebRTC and the Internet of Things. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices--computers, smartphones, tablets, and sensors – connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades.
The only place to be June 9-11 is Cloud Expo & @ThingsExpo 2015 East at the Javits Center in New York City. Join us there as delegates from all over the world come to listen to and engage with speakers & sponsors from the leading Cloud Computing, IoT & Big Data companies. Cloud Expo & @ThingsExpo are the leading events covering the booming market of Cloud Computing, IoT & Big Data for the enterprise. Speakers from all over the world will be hand-picked for their ability to explore the economic strategies that utility/cloud computing provides. Whether public, private, or in a hybrid form, clo...
SYS-CON Events announced today that Gridstore™, the leader in software-defined storage (SDS) purpose-built for Windows Servers and Hyper-V, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Gridstore™ is the leader in software-defined storage purpose built for virtualization that is designed to accelerate applications in virtualized environments. Using its patented Server-Side Virtual Controller™ Technology (SVCT) to eliminate the I/O blender effect and accelerate applications Gridsto...
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
As the Internet of Things unfolds, mobile and wearable devices are blurring the line between physical and digital, integrating ever more closely with our interests, our routines, our daily lives. Contextual computing and smart, sensor-equipped spaces bring the potential to walk through a world that recognizes us and responds accordingly. We become continuous transmitters and receivers of data. In his session at Internet of @ThingsExpo, Andrew Bolwell, Director of Innovation for HP’s Printing and Personal Systems Group, will discuss how key attributes of mobile technology – touch input, senso...
The Internet of Things (IoT) is making everything it touches smarter – smart devices, smart cars and smart cities. And lucky us, we’re just beginning to reap the benefits as we work toward a networked society. However, this technology-driven innovation is impacting more than just individuals. The IoT has an environmental impact as well, which brings us to the theme of this month’s #IoTuesday Twitter chat. The ability to remove inefficiencies through connected objects is driving change throughout every sector, including waste management. BigBelly Solar, located just outside of Boston, is trans...
Connected devices and the Internet of Things are getting significant momentum in 2014. In his session at Internet of @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, will examine three key elements that together will drive mass adoption of the IoT before the end of 2015. The first element is the recent advent of robust open source protocols (like AllJoyn and WebRTC) that facilitate M2M communication. The second is broad availability of flexible, cost-effective storage designed to handle the massive surge in back-end data in a world where timely analytics...
Internet of @ThingsExpo Silicon Valley announced on Thursday its first 12 all-star speakers and sessions for its upcoming event, which will take place November 4-6, 2014, at the Santa Clara Convention Center in California. @ThingsExpo, the first and largest IoT event in the world, debuted at the Javits Center in New York City in June 10-12, 2014 with over 6,000 delegates attending the conference. Among the first 12 announced world class speakers, IBM will present two highly popular IoT sessions, which will take place November 4-6, 2014 at the Santa Clara Convention Center in Santa Clara, Calif...
From a software development perspective IoT is about programming "things," about connecting them with each other or integrating them with existing applications. In his session at @ThingsExpo, Yakov Fain, co-founder of Farata Systems and SuranceBay, will show you how small IoT-enabled devices from multiple manufacturers can be integrated into the workflow of an enterprise application. This is a practical demo of building a framework and components in HTML/Java/Mobile technologies to serve as a platform that can integrate new devices as they become available on the market.
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption by amplifying "faint signals" from the alpha geeks who are creating the future. An...
SYS-CON Events announced today that Aria Systems, the recurring revenue expert, has been named "Bronze Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Aria Systems helps leading businesses connect their customers with the products and services they love. Industry leaders like Pitney Bowes, Experian, AAA NCNU, VMware, HootSuite and many others choose Aria to power their recurring revenue business and deliver exceptional experiences to their customers.