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North American Customer Service and Support Applications Markets
31-Mar-2009
North America
Market Research
N55D-01-00-00-00
IT02111-EU-MR_11866
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.
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
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