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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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BSQUARE is a global leader of embedded software solutions. We enable smart connected systems at the device level and beyond that millions use every day and provide actionable data solutions for the growing Internet of Things (IoT) market. We empower our world-class customers with our products, services and solutions to achieve innovation and success. For more information, visit www.bsquare.com.
SYS-CON Events announced today that SOA Software, an API management leader, 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. SOA Software is a leading provider of API Management and SOA Governance products that equip business to deliver APIs and SOA together to drive their company to meet its business strategy quickly and effectively. SOA Software’s technology helps businesses to accelerate their digital channels with APIs, drive partner adoption, monetize their assets, and achieve a...
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.
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
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...
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...
How do APIs and IoT relate? The answer is not as simple as merely adding an API on top of a dumb device, but rather about understanding the architectural patterns for implementing an IoT fabric. There are typically two or three trends: Exposing the device to a management framework Exposing that management framework to a business centric logic • Exposing that business layer and data to end users. This last trend is the IoT stack, which involves a new shift in the separation of what stuff happens, where data lives and where the interface lies. For instance, it’s a mix of architectural style...
Connected devices are changing the way we go about our everyday life, from wearables to driverless cars, to smart grids and entire industries revolutionizing business opportunities through smart objects, capable of two-way communication. But what happens when objects are given an IP-address, and we rely on that connection, sometimes with our lives? How do we secure those vast data infrastructures and safe-keep the privacy of sensitive information? This session will outline how each and every connected device can uphold a core root of trust via a unique cryptographic signature – a “bir...
SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
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...
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at Internet of @ThingsExpo, Robin Raymond, Chief Architect at Hookflash Inc., will walk through the shifting landscape of traditional telephone a...
WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at Internet of @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, will discuss how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.

SUNNYVALE, Calif., Oct. 20, 2014 /PRNewswire/ -- Spansion Inc. (NYSE: CODE), a global leader in embedded systems, today added 96 new products to the Spansion® FM4 Family of flexible microcontrollers (MCUs). Based on the ARM® Cortex®-M4F core, the new MCUs boast a 200 MHz operating frequency and support a diverse set of on-chip peripherals for enhanced human machine interfaces (HMIs) and machine-to-machine (M2M) communications. The rich set of periphera...

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.
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
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...
SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
Predicted by Gartner to add $1.9 trillion to the global economy by 2020, the Internet of Everything (IoE) is based on the idea that devices, systems and services will connect in simple, transparent ways, enabling seamless interactions among devices across brands and sectors. As this vision unfolds, it is clear that no single company can accomplish the level of interoperability required to support the horizontal aspects of the IoE. The AllSeen Alliance, announced in December 2013, was formed with the goal to advance IoE adoption and innovation in the connected home, healthcare, education, aut...
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...
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...