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The worldwide customer care systems market is forecast to grow from USD13.9 billion in 2016 to USD14.7 billion in 2021 at a CAGR of 1.2%, driven by communications service providers' (CSPs') push to increase customer self-service in the short term and adopting automated attendants in the long term. Professional services spending will grow, but revenue from outsourcing operations will decline.
THIS FORECAST REPORT PROVIDES:
- a detailed, 5-year worldwide forecast for spending in the customer care systems market, split into:
- four application segments: customer relationship management (CRM), customer interaction, subscriber management and device management
- two delivery types: product-related and professional services
- four telecoms services: consumer mobile, consumer fixed, business mobile, and business fixed
- eight geographical regions: Central and Eastern Europe (CEE); developed Asia–Pacific (DVAP), emerging Asia–Pacific (EMAP); Latin America (LATAM); the Middle East and North Africa (MENA); North America (NA); Sub-Saharan Africa (SSA) and Western Europe (WE).
- an examination of key market drivers and inhibitors, and how they will change during the forecast period
- analysis of the business environment and regional dynamics that will influence the customer care systems market
- a detailed market definition
- recommendations for CSPs and vendors.
Key Questions answered in the report:
What is the overall size of the telecoms customer care software market and what will be the key drivers of growth in the next 5 years?
How will spending vary across different sub-segments of the customer care market?
How will spending vary across different regions and service type?
What are the major drivers and inhibitors that will affect growth rates of CSP spending on customer care systems?
Who Needs to Read this report?
Vendor strategy teams that need to understand where growth is slowing and where it is increasing –according to different sub-segment categories.
Product management teams responsible for feature functionality and geographical focus, and product marketing teams responsible for growth.
Professional services vendors that want to understand the growth opportunities for the next 5 years.
CSPs that are planning digital transformation journeys and want to understand key areas that they should focus on.
Three key trends expected during 2017–2021
CSPs will invest in automated attendants to automate processes and reduce costs.
Customers are demanding more control of their services and CSPs want to reduce costs by reducing the number of calls to contact centres. Therefore, CSPs are focusing on enabling customer self-service. This will drive CSPs to invest in automated attendants, which use artificial intelligence and natural language processing capabilities to personalise customer engagements.
CSPs will prefer SaaS-based customer care systems.
CSPs want agile, flexible and scalable customer care systems, which will lead them to adopt SaaS-based solutions. CSPs need to be able to bring new offers or campaigns to market without delay, and need to manage customer expectations, such as adding a new customer touchpoint when it matures. We expect SaaS-based systems to become the preferred delivery model for all CSPs by the end of the forecast period.
CSPs’ automation and cost-reduction initiatives will have a negative impact on outsourced operations
CSPs are increasingly opting for the managed services business model for their customer care systems. However, outsourcing contact centre operations accounts for the largest proportion ofCSPs’ professional services spending. This part of business is expected to decline as CSPs deploy more automated systems, as well as proactive care capabilities, such as self-diagnostic systems.