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Customer Care Systems: Worldwide Forecast 2013-2017

Market drivers and inhibitors


• Growth of subscriber numbers in emerging markets

• Competition among CSPs and with OTT substitutes

• Rapid introduction of new, complex services and bundles

• Focus on customer experience management (CEM)

• Rapid introduction of new analytics packages

• Opex reduction

• System convergence

• Focus on enterprise and SME markets

• Double-sided business models for digital economy services

• Cloud services

• M2M services

• ISVs providing customer care functions as SaaS (in the long term)


• Challenging worldwide economic conditions• Cost of converting systems and data• Outsourced customer care operations• ISVs providing customer care functions as SaaS (in the short term)• CSPs' limited control over smartphones• Rationalisation of systems following acquisitions


5.Executive summary

6.Capsule summary: worldwide customer care systems forecast 2012–2017

7.Worldwide customer care systems forecast 2012–2017

8.CRM revenue growth will continue smoothly while customer interaction growth rates will begin to surge towards 2017

9.Mobile services will continue to dominate, but business and residential broadband services will continue to grow

10.Growth will be driven by innovative service bundles in mature markets and increased competition for new subscribers in emerging markets


12.Recommendations for mobile CSPs13.Recommendations for fixed-line CSPs and all CSPs14.Recommendations for ISVs


16.Providers in all regions will invest in customer interaction systems to reduce costs while maintaining high service levels

17.CSPs in North America and Western Europe have already invested heavily in customer interaction – and others will follow

18.CSPs are increasingly moving towards self-service to reduce customer care centre costs, which is driving customer interaction investments

19.CRM system revenue will grow strongly in all regions, but particularly in emerging markets

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