Nov. 20, 2013
/PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
Customer care systems: worldwide forecast 2013–2017
There has been significant innovation in the customer relationship management (CRM and customer interaction sub-segments of the customer care software market, driven by communications service providers' need to increase ARPU and decrease churn. This report provides a 5-year forecast for the customer care systems market and its four sub-segments by telecoms service and geographical region.
Providers in all regions will invest in customer interaction systems to reduce costs while maintaining high service levels
The customer interaction market continues to grow as CSPs increasingly move towards self service, which has been shown to reduce customer care centre costs by as much as 20% and increase ARPU by up to 18%.
Customer interaction systems enable people to interact directly with systems. They include software for IVR units, web and app portals, social help systems, other self-care and self-service applications, and customer contact infrastructure software.
Revenue from customer interaction systems is forecast to grow at a 7.3% CAGR during the next five years. IVR and portals will grow to provide self-service, which will restrict growth in the number of attendants. Outsourcing of contact centres is likely to remain popular.
CSPs in mature markets have spent heavily on contact centre infrastructure. However, they will continue to spend in order to maintain established systems, upgrade IVR systems with new technologies to provide 'automated attendant' services, and create more-sophisticated portals for web browsers and handheld device apps for self-care and self-service. Much of this work will be done in-house on top of commercial software platforms and software application platforms.
Spending among CSPs in emerging markets will grow as they seek to limit the growth of their attendant workforce with customer interaction software systems.