CUSTOMER CARE SYSTEMS: WORLDWIDE MARKET SHARES 2014

Transcription

1 RESEARCH MARKET SHARES REPORT CUSTOMER CARE SYSTEMS: WORLDWIDE MARKET SHARES 2014 DR MARK H. MORTENSEN AND ATUL ARORA analysysmason.com

2 CONTENTS EXECUTIVE SUMMARY BUSINESS ENVIRONMENT MARKET SHARES VENDOR ANALYSIS MARKET DEFINITION ABOUT THE AUTHORS AND ANALYSYS MASON 2

3 Dashboard: Customer care systems worldwide market shares KEY MARKET DEVELOPMENTS IN 2014 Figure 2: Customer care systems revenue by region, worldwide, 2014 Developed markets: Growth continued, driven by communications service providers (CSPs ) aims to increase ARPU and reduce churn. Customer care systems made increasing use of big data analytics. Emerging markets: Efforts to increase customer satisfaction drove growth as CSPs added customer relationship management (CRM) and customer interaction systems to their operations. Integration of social media into customer care systems gained momentum. NA 33% Total 2014: USD3.9 billion 37% EMEA Figure 1: Customer care systems revenue by vendor, worldwide, 2014 Other 42% Oracle 23% LATAM 7% 23% Figure 3: Customer care systems revenue by sub-segment, worldwide, 2014 APAC Device management 16% Customer relationship management Ericsson 3% SAP 5% Huawei Technologies NetCracker 7% Technology 6% Amdocs 14% Customer interaction 24% Total year-on-year growth: 8.4% 18% 42% Subscriber management Source: Analysys Mason 3

4 Percentage of revenue Customer care systems: worldwide market shares versus 2014: Slow market consolidation continued for customer care systems Figure 4: Customer care systems revenue by vendor, worldwide, 2013 and % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Vendor Oracle 23.0% 23.4% Amdocs 13.0% 14.2% Huawei Technologies NetCracker Technology 7.1% 7.1% 5.5% 5.7% SAP 4.5% 4.6% Ericsson 2.8% 2.7% Other % 42.2% Source: Analysys Mason 1 Significant vendors in the other category include: Alcatel-Lucent, AsiaInfo, Avaya, Comverse, CSG International, Genesys, Microsoft, Nokia, Pegasystems and salesforce.com (Salesforce). Oracle s continued focus on marketing its telecoms-specific products is reflected in its strong revenue growth, which enabled the vendor to increase its market share in customer care systems. Amdocs remains the market leader in product-related services by a significant margin. Its product business yielded modest growth between 2013 and 2014, but we have increased its overall market share significantly as a result of gaining more accurate data. Huawei Technologies revenue grew above the overall market growth rate. However, its share of the customer care systems market remained the same in 2013 and 2014, at 7.1%. Its overall revenue growth was a result of Huawei signing new deals in and outside of China in The vendor comfortably retained its third-position in the overall ranking for customer care. NetCracker Technology s market share improved because it was able to consolidate its position in the BSS space. We have increased its overall market share as a result of gaining more accurate data. SAP had an impressive 2014, gaining market share in the process. Its growth was significantly above the market overall. Ericsson s customer care systems revenue growth was slower than the rest of the market because a majority of its revenue is from the device management sub-segment, which grew at a slower pace compared with the customer care systems market overall. 4

5 Regional factors in business environment by region in 2014 for the customer care systems market Figure 8: Factors in the business environment in 2014 that affected the customer care systems market, by region Omni-channel support Bundles Self-service Net Promoter Score (NPS) and customer satisfaction initiatives Continued economic stagnation Smartphone penetration, data consumption Bundling Multi-channel support Self-care Data services and smartphone subscriber base growth Competition on customer service Self-care Cost saving and automation Slowing of growth in subscriber numbers and competition on customer service Data services and smartphone subscriber base growth Multi-channel support Cost saving and automation Source: Analysys Mason 5

6 CONTENTS EXECUTIVE SUMMARY BUSINESS ENVIRONMENT MARKET SHARES VENDOR ANALYSIS MARKET DEFINITION ABOUT THE AUTHORS AND ANALYSYS MASON 6

7 About the authors Dr Mark H. Mortensen (Practice Head, BSS) is the lead analyst for Analysys Mason's Customer Care, Service Fulfilment and Digital Economy Software Strategies research programmes, which are part of the Telecoms Software research stream. His interest areas include customer self-service, new telco businesses entering the digital economy value chain, and network planning and optimisation. The first 20 years of Mark's career were at Bell Laboratories, where he distinguished himself by starting software products for new markets and network technologies and designing the interaction of BSS/OSSs with the underlying network hardware. Mark was Chief Scientist of Management Systems at Bell Labs, and has also been president of his own OSS strategy consulting company. Atul Arora (Analyst) is a member of Analysys Mason's Telecoms Software research team and contributes to the Analytics Software Strategies, Customer Care and Digital Economy Software Strategies programmes. His areas of interest include omni-channel customer care, context-aware analytics and digital enablement. Atul joined Analysys Mason in 2013 after working as an intern analyst in the telecoms sector for a year. He has worked on a range of projects focused on telecoms verticals, cloud services and mobile services in emerging markets. He holds a bachelor's degree from Jaypee University (India) and a Master's degree in neuroscience from University College London. 7

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