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Agile Computing Authors: Liz McMillan, Yeshim Deniz, Elizabeth White, Pat Romanski, Andy Thurai

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Research and Markets: Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market - Global Forecasts & Analysis (2014-2019)

Research and Markets (http://www.researchandmarkets.com/research/2xszww/service_quality) has announced the addition of the "Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type & Provider Type - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)" report to their offering.

Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) - Global Advancements, Worldwide Forecasts & Analysis (2014-2019)

Telco Customer Experience Management (CEM) is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various channels such as company websites, customer care centers/branches, the web, and mobile and social media. CEM, as a concept, is gaining widespread adoption since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities.

In the last few years, several Telco companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end-user experiences in the service quality management market.

Key Topics Covered:

1 Introduction

2 Executive Summary

3 Market Overview

4 SQM & Telco CEM Market: Enterprise Needs & Adoption Trends

5 SQM & Telco CEM: Market Size & Forecast By Product

6 SQM & Telco CEM: Market Size & Forecast By Provider

7 SQM & Telco CEM: Market Size & Forecast By Channels

8 SQM & Telco CEM: Market Size & Forecast By End-User

9 SQM & Telco CEM: Market Size & Forecast By Support System

10 SQM & Telco CEM: Market Size & Forecast By Region

11 SQM and Telco CEM: Market Landscape

12 Company Profiles

Companies Mentioned:

  • Adobe Systems
  • Alcatel-Lucent
  • Amdocs
  • Cisco
  • Egain Corporation
  • Ericsson
  • HP
  • IBM
  • Nokia Siemens Network
  • Oracle

For more information visit http://www.researchandmarkets.com/research/2xszww/service_quality

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