Jsb Market Research: Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market

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)

On 18 August 2014

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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 customers 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. To understand these experiences and obtain the appropriate insight from Voice of the Customer (VOC), Telco companies use analytical tools such as Enterprise Feedback Management (EFM) software, text analytics, web analytics, speech analytics, and other analytics. Browse Full Report @ http://www.jsbmarketresearch.com/telecommunications/r-ServiceQuality-Management-SQM-and-Telco-Customer-Experience-Management-120196

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The usage of mobile and social media channels is increasing rapidly for sharing views and ideas. Telco companies must frequently monitor these channels and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading Telco companies will be focusing on...