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The service quality management (SQM) and telco customer experience management (CEM) market is experiencing a significant upsurge. This growth is driven by various factors, from technological advancements to increased customer interactions.

Current Market Expansion

• Market Size: Grew from $4.63 billion in 2023 to $5.22 billion in 2024.
• CAGR: 12.7%.
• Key Drivers:
  • Increased use of mobile applications.
  • Growing customer interactions in the BFSI sector.
  • Expansion of IoT connections.
  • Focus on resolving customer compatibility issues.
  • Rising call center touchpoint interactions by end-users.

Future Market Projections

• Projected Growth: Expected to reach $8.49 billion by 2028.
• Future CAGR: 12.9%.
• Growth Factors:
  • Rise in mobile operator services.
  • Growing demand for technical support solutions.
  • Expansion of cloud-based solutions for cost-effectiveness.
  • Adoption of open APIs for enhanced network capabilities.
  • Focus on fault and event management.

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Trends Driving the Market

• Integration of Emerging Technologies: Leveraging AI and automation for better service delivery.
• AI-Driven Personalization: Customizing customer interactions based on data analytics.
• Automation and Self-Service Solutions: Reducing the need for human intervention.
• Enhanced Data Analytics Capabilities: Improving decision-making and customer insights.
• Proactive Customer Engagement: Anticipating customer needs and addressing issues before they escalate.

Cloud-Based Solutions: A Major Growth Driver

• Adoption: Rising due to scalability, flexibility, and cost-effectiveness.
• Benefits: Real-time data analysis, automation, agile infrastructure.
• Survey Insights:
  • 29% of respondents invested over $12 million annually in cloud services.
  • 22% spent similarly on SaaS.
  • Multi-cloud usage increased from 87% in 2022 to 89% in 2023.
  • 61% of large enterprises used multi-cloud security measures.
  • 57% implemented multi-cloud FinOps tools.

Key Market Players

Major companies operating in the market include:

• Huawei Technologies Co. Ltd.
• Accenture PLC
• IBM Corporation
• Cisco Systems Inc.
• Oracle Corporation
• SAP SE
• Hewlett Packard Enterprise Company
• Nokia Corporation
• Ericsson
• NEC Corporation
• Capgemini SE
• Adobe Inc.
• Tech Mahindra Ltd.
• Amdocs Limited

Innovations in Customer Service Management Software

• New Technologies: Companies are developing advanced customer service management software.
• Example: mySQM FCR (First Call Resolution) Insights by Service Quality Measurement (SQM) Group.
  • Launched in June 2021.
  • Aims to enhance customer service and reduce costs.
  • Provides a quality assurance solution for call centers.
  • Helps monitor, motivate, and manage agents to improve experiences and lower costs.

Strategic Acquisitions: Accenture and GemSeek

• Acquisition Details:
  • Accenture PLC acquired GemSeek in March 2024.
  • Enhances Accenture’s capabilities in customer experience analytics.
  • GemSeek specializes in providing customer experience analytics services.

Market Segmentation

The market is segmented by:

• Product Type: Enterprise Feedback Management (EFM), Text Analytics, Speech Analytics, Web Analytics.
• Support System: Internet Service Providers (ISP), Managed Service Providers (MSP), Telecom Service Providers (TSP).
• Channel: Company website, Web, Call Center, Mobile, Branch, Social Media.
• End Users: Small and Medium Businesses, Enterprises.

Regional Insights

• Largest Region: North America dominated the market in 2023.
• Fastest-Growing Region: Asia-Pacific is expected to lead growth during the forecast period.

The service quality management (SQM) and telco customer experience management (CEM) market is on a robust growth trajectory, fueled by technological advancements, increasing cloud-based solution adoption, and strategic industry acquisitions. This market is poised for continued expansion, promising enhanced customer experiences and operational efficiencies across various sectors.

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The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Global Market Report 2024  provides an overview of the service quality management (SQM) and telco customer experience management (CEM) market for the time series: historic years (2010 – 2021) and ten years forecast (2023 – 2032). The service quality management (SQM) and telco customer experience management (CEM) market forecast analyzes service quality management (SQM) and telco customer experience management (CEM) market size, service quality management (SQM) and telco customer experience management (CEM) market share, leading competitor and their market positions.

The Table Of Content For The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Include:
1. Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Executive Summary
2. Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Segments
3. Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Size And Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Growth Rate
4. Key Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Trends
5. Major Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Drivers
……
25. Key Mergers And Acquisitions In The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market
26. Top Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Companies
27. Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Opportunities And Strategies
28. Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market, Conclusions And Recommendations
29. Appendix

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