Increasingly Complex Service Bundles Will Drive 9.3% Market Growth for Customer Care Software Through 2014, Says Analysys

LONDON--(BUSINESS WIRE)-- As the services offered by operators become increasingly complex, so do the interactions required between the customers and the operators. The resulting need to enhance customer care systems will drive a compound annual growth rate of 9.3% in the market for such software, as revenue grows from USD2.1 billion (EUR1.7 billion) in 2009 to USD3.3 billion (EUR2.6 billion) in 2014. This data comes from global telecoms, media and IT adviser Analysys Mason’s Customer care systems: worldwide forecast 2010–2014 report.

“Hyper-competition in emerging markets and critically important ARPU-enhancement efforts in mature markets are forcing a new focus on customer care software systems,” says Mark H. Mortensen, Principal Analyst at Analysys Mason and author of the report.

In the short term, growth in the market for customer care systems will also be driven by the push towards instant availability of complex service bundles, the need to operate in uncertain and changing business environments, deregulation of broadband and mobile services in emerging markets and the increasing desire to meet the needs of SMEs.

In the long term, further growth will come from service providers’ need to dramatically decrease their cost structures while continuing to offer service bundles and more services on smart user devices. The move from ‘closed gardens’ to ‘double-sided’ business models, in which the operators offer a platform for businesses to provide their services and products to the end users, will also drive investment in customer care systems.

The Analysys Mason report, Customer care systems: worldwide forecast 2010–2014 provides a quantitative forecast for the customer care software market and its sub-segments by year, service and geography. It also describes the market and technological forces that will drive these numbers, and provides practical advice to software vendors on how they can ride these new waves of opportunity and to operators on where they should focus their spending.

For more details on this forecast, please visit: http://www.analysysmason.com/Research/Content/Reports/RMA11_Customer_care_forecast_Aug2010/

Link to press release: http://www.analysysmason.com/About-Us/News/Press-releases/Increasingly-complex-service-bundles-will-drive-93-market-growth-for-customer-care-software-through-2014-says-Analysys-Mason/

CONTACT:

Analysys Mason
Gina Ghensi
Press Office
Tel: +44 (0)1223 460600
Email: press@analysysmason.com
Web: http://www.analysysmason.com

KEYWORDS:   United Kingdom  Europe

INDUSTRY KEYWORDS:   Technology  Software  Telecommunications  Mobile/Wireless

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