North American Customer Service and Support Applications Markets

North American Customer Service and Support Applications Markets

RELEASE DATE
31-Mar-2009
REGION
North America
Research Code: N55D-01-00-00-00
SKU: IT02111-EU-MR_11866
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Description

This study discusses market and technology trends and provides market sizing, market segmentation, market shares and forecasts for premise-based and hosted customer service and support (CSS) applications. This research study provides vendors with valuable insight to make actionable decisions on pricing, packaging, and promotion of their products/services. Vendor offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.

Table of Contents

Summary of Major Findings

  • Introduction
  • Scope and Methodology
  • State of the Market
  • Product and Sector Definitions
  • Market Engineering Measurements
  • Market and Technology Trends
  • Industry Challenges
  • Market Drivers
  • Market Restraints

Market Analysis

  • Revenue Forecasts
  • Revenue Breakdown by Type of Deployment
  • Revenue Breakdown by Industry Vertical
  • Revenue Breakdown by Size of Deployment

Competitive Analysis

  • Market Share Analysis
  • Competitive Structure

Vendor Profiles

  • Amdocs
  • ATG
  • Chordiant
  • Consona
  • eGain
  • Kana
  • Netsuite
  • Numara Software
  • Oracle
  • ResponseTek
  • RightNow
  • Salesforce.com
  • Sage Software
  • SAP
  • Sword Group
  • Other Vendors

Auxiliary Market: Customer Communities

  • The Next Frontier: Leveraging Customer Communities

Strategic Analysis

  • Strategic Growth Recommendations
Related Research
This study discusses market and technology trends and provides market sizing, market segmentation, market shares and forecasts for premise-based and hosted customer service and support (CSS) applications. This research study provides vendors with valuable insight to make actionable decisions on pricing, packaging, and promotion of their products/services. Vendor offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number N55D-01-00-00-00
Is Prebook No