世界におけるサービス品質管理(SQM)及び通信事業者の顧客経験管理(CEM)市場予測と分析...市場調査レポートについてご紹介

Table Of Contents

1 Introduction (Page No. – 20)
1.1 Objectives
1.2 Report Description
1.3 Markets Covered
1.4 Stakeholders
1.5 Research Methodology
1.5.1 Key Data Points
1.5.2 Data Triangulation and Market Forecasting
1.6 Forecast Assumptions

2 Executive Summary (Page No. – 26)
2.1 Abstract
2.2 Overall Market Size

3 Market Overview (Page No. – 29)
3.1 Market Definition
3.2 Market Evolution
3.3 Market Segmentation
3.4 Market Dynamics
3.4.1 Drivers
3.4.1.1 Retaining Customers
3.4.1.2 Competitive Differentiation
3.4.1.3 Global Economic Slowdown
3.4.1.4 Online Experience
3.4.2 Restraints
3.4.2.1 Complexity in Data Synchronization
3.4.2.2 Expectations Are Subjective
3.4.3 Opportunities
3.4.3.1 Major Focus on Virtual Side
3.4.3.2 Integral Part of Digital Market
3.4.3.3 Big Data
3.4.4 Impact Analysis of Dros
3.5 Business Value Analysis
3.6 Telco CEM Ecosystem

4 SQM and Telco CEM: Enterprise Needs and Adoption Trends (Page No. – 40)
4.1 Introduction
4.2 Traditional SQM and Telco CEM
4.3 Cloud Impact
4.4 Social Influence on Customer Experience
4.5 Tools and Techniques
4.5.1 Web Content Management
4.5.2 Targeting and Personalization
4.5.3 Email and Campaign Management
4.5.4 Translation and Localization Services
4.5.5 Customer Relationship Management
4.5.6 Service Quality Management (SQM)
4.5.7 Service Level Agreement (SLA) Monitoring
4.5.8 Service Monitoring
4.5.9 Fault Management
4.5.10 Performance Management

5 SQM and Telco CEM: Market Size and Forecast By Product Type (Page No. – 46)
5.1 Introduction
5.2 Enterprise Feedback Management (EFM)
5.2.1 Overview
5.2.2 Market Size and Forecast By End User
5.3 Web Analytics
5.3.1 Overview
5.3.2 Market Size and Forecast By End User
5.4 Text Analytics
5.4.1 Overview
5.4.2 Market Size and Forecast By End User
5.5 Speech Analytics
5.5.1 Overview
5.5.2 Market Size and Forecast By End User
5.6 Others
5.6.1 Overview
5.6.2 Market Size and Forecast By End User

6 SQM and Telco CEM: Market Size and Forecast By Provider Type (Page No. – 63)
6.1 Introduction
6.2 Internet Service Provider (ISP)
6.2.1 Overview
6.2.2 Market Size and Forecast By End User
6.3 Telecom Service Provider(TSP)
6.3.1 Overview
6.3.2 Market Size and Forecast By End User
6.4 Managed Service Provider(MSP)
6.4.1 Overview
6.4.2 Market Size and Forecast By End User
6.5 Others
6.5.1 Overview
6.5.2 Market Size and Forecast By End User

7 SQM and Telco CEM: Market Size and Forecast By Channel Type (Page No. – 77)
7.1 Introduction
7.2 Company Website
7.2.1 Overview
7.2.2 Market Size and Forecast By End User
7.3 Branch/Store
7.3.1 Overview
7.3.2 Market Size and Forecast By End User
7.4 Web
7.4.1 Overview
7.4.2 Market Size and Forecast By End User
7.5 Call Center
7.5.1 Overview
7.5.2 Market Size and Forecast By End User
7.6 Mobile
7.6.1 Overview
7.6.2 Market Size and Forecast By End User
7.7 Social Media
7.7.1 Overview
7.7.2 Market Size and Forecast By End User

8 SQM and Telco CEM : Market Size and Forecast By End User (Page No. – 96)
8.1 Introduction
8.2 Small and Medium Businesses (SMB)
8.2.1 Overview
8.2.2 Market Size and Forecast By Regions
8.3 Enterprises
8.3.1 Overview
8.3.2 Market Size and Forecast By Regions

9 SQM and Telco CEM : Market Size and Forecast By Support Systems (Page No. – 103)
9.1 Introduction
9.1.1 Market Size and Forecast By Support System

10 SQM and Telco CEM : Market Size and Forecast By Regions (Page No. – 106)
10.1 Introduction
10.2 North America
10.2.1 Overview
10.2.2 Market Size and Forecast By Product Type
10.2.3 Market Size and Forecast By Provider Type
10.2.4 Market Size and Forecast By Channel Type
10.3 Europe
10.3.1 Overview
10.3.2 Market Size and Forecast By Product Type
10.3.3 Market Size and Forecast By Provider Type
10.3.4 Market Size and Forecast By Channel Type
10.4 Asia-Pacific
10.4.1 Overview
10.4.2 Market Size and Forecast By Product Type
10.4.3 Market Size and Forecast By Provider Type
10.4.4 Market Size and Forecast By Channel Type
10.5 Middle East and Africa
10.5.1 Overview
10.5.2 Market Size and Forecast By Product Type
10.5.3 Market Size and Forecast By Provider Type
10.5.4 Market Size and Forecast By Channel Type
10.6 Latin America
10.6.1 Overview
10.6.2 Market Size and Forecast By Product Type
10.6.3 Market Size and Forecast By Provider Type
10.6.4 Market Size and Forecast By Channel Type

11 SQM and Telco CEM : Market Landscape (Page No. – 153)
11.1 Ecosystem and Roles
11.2 Portfolio Comparison
11.2.1 Overview
11.2.2 Product Category Mapping

12 Company Profiles (Page No. – 155)
12.1 Adobe Systems
12.1.1 Overview
12.1.2 Products & Services
12.1.3 Strategies and Insights
12.1.4 Developments
12.1.5 MNM View
12.2 Amdocs
12.2.1 Overview
12.2.2 Products & Services
12.2.3 Strategies & Insights
12.2.4 Developments
12.2.5 MNM View
12.3 Alcatel Lucent
12.3.1 Overview
12.3.2 Products & Services
12.3.3 Strategies & Insights
12.3.4 Developments
12.3.5 MNM View
12.4 Cisco
12.4.1 Overview
12.4.2 Products & Services
12.4.3 Strategies& Insights
12.4.4 Developments
12.4.5 MNM View
12.5 Egain Corporation
12.5.1 Overview
12.5.2 Products & Services
12.5.3 Strategies& Insights
12.5.4 Developments
12.5.5 MNM View
12.6 Ericsson
12.6.1 Overview
12.6.2 Products & Services
12.6.3 Strategies & Insights
12.6.4 Developments
12.6.5 MNM View
12.7 HP
12.7.1 Overview
12.7.2 Products & Services
12.7.3 Strategies & Insights
12.7.4 Developments
12.7.5 MNM View
12.8 IBM
12.8.1 Overview
12.8.2 Products & Services
12.8.3 Strategies and Insights
12.8.4 Developments
12.8.5 MNM View
12.9 Nokia Siemens Network
12.9.1 Overview
12.9.2 Products & Services
12.9.3 Strategies & Insights
12.9.4 Developments
12.9.5 MNM View
12.10 Oracle
12.10.1 Overview
12.10.2 Products & Services
12.10.3 Strategies & Insights
12.10.4 Developments
12.10.5 MNM View