Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market, 2024 report by The Business Research Company offers comprehensive insights into the current state of the market and highlights future growth opportunities.
Market Size –
The service quality management (SQM) and telco customer experience management (CEM) market size has grown rapidly in recent years. It will grow from $4.63 billion in 2023 to $5.22 billion in 2024 at a compound annual growth rate (CAGR) of 12.7%. The growth in the historic period can be attributed to increasing usage of mobile applications, growing customer interactions in the BFSI sector, expansion of IoT connections, focus on customer compatibility issues, rising call center touchpoint interactions by end-users.
The service quality management (SQM) and telco customer experience management (CEM) market size is expected to see rapid growth in the next few years. It will grow to $8.49 billion in 2028 at a compound annual growth rate (CAGR) of 12.9%. The growth in the forecast period can be attributed to expected rise in mobile operator services, growing demand for technical support solutions, expansion of cloud-based solutions for cost-effectiveness, adoption of open APIs for network capabilities, focus on fault and event management. Major trends in the forecast period include integration of emerging technologies, AI-driven personalization, automation and self-service solutions, enhanced data analytics capabilities, focus on proactive customer engagement.
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Scope Of Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market
The Business Research Company’s reports encompass a wide range of information, including:
- Market Size (Historic and Forecast): Analysis of the market’s historical performance and projections for future growth.
- Drivers: Examination of the key factors propelling market growth.
- Trends: Identification of emerging trends and patterns shaping the market landscape.
- Key Segments: Breakdown of the market into its primary segments and their respective performance.
- Focus Regions and Geographies: Insight into the most critical regions and geographical areas influencing the market.
- Macro Economic Factors: Assessment of broader economic elements impacting the market.
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Overview
Market Drivers –
The growing adoption of cloud-based solutions is expected to propel the growth of the service quality management (SQM) and telco customer experience management (CEM) market going forward. Cloud-based solutions refer to software or services that are hosted and accessed over the Internet, rather than being installed and run on local computers or servers. Cloud-based solution adoption is rising due to its scalability, flexibility, and cost-effectiveness for businesses of all sizes. Cloud solutions enhance service quality management and telco customer experience management by providing real-time data analysis, automation, and agile infrastructure for improved responsiveness and personalized service delivery. For instance, in March 2024, according to a survey of 753 respondents worldwide conducted by Flexera, a US-based software company, over a quarter of respondents (29%) invested more than $12 million annually in cloud services, with a similar percentage (22%) spending the same amount on Software as a Service (SaaS). Respondents saw a slight increase in multi-cloud usage by organizations, up from 87% in 2022 to 89% in 2023. Additionally, 61% of large enterprises utilized multi-cloud security measures, while 57% implemented multi-cloud FinOps tools for cost optimization. Therefore, the growing adoption of cloud-based solutions is driving the growth of the service quality management (SQM) and telco customer experience management (CEM) market.
Market Trends –
Major companies operating in the small cell backhaul market are developing innovative technologies, such as 5G small cells, to enhance network capacity and coverage in various in-building scenarios. 5G small cells are base stations that cater to specific segments of a macrosite, typically deployed in dense urban areas like downtown areas, stadiums, train stations, malls, and locations with high data capacity requirements and coverage. For instance, in September 2022, Mavenir Systems Inc., a US-based telecommunications software company, launched a 5G small cell (E511) designed for high-capacity in-building standalone coverage. The E511 offers flexibility to support both distributed and centralized Open RAN architectures, making it a globally applicable product with versatile deployment options. The E511 is designed as a globally applicable product, undergoing lab trials across India, Europe, and the US. This global reach enhances its suitability for diverse market requirements.
The service quality management (SQM) and telco customer experience management (CEM) market covered in this report is segmented –
1) By Product Type: Enterprise Feedback Management (EFM), Text Analytics, Speech Analytics, Web Analytics
2) By Support System: Internet Service Providers (ISP), Managed Service Providers (MSP), Telecom Service Providers (TSP)
3) By Channel: Company website, Web, Call Mobile, Centre, Branch, Social Media
4) By End Users: Small And Medium Businesses, Enterprises
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Regional Insights –
North America was the largest region in the service quality management (SQM) and telco customer experience management (CEM) market in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the service quality management (SQM) and telco customer experience management (CEM) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.
Key Companies –
Major companies operating in the service quality management (SQM) and telco customer experience management (CEM) market are Huawei Technologies Co. Ltd., Accenture PLC, The International Business Machines Corporation, Cisco Systems Inc., Oracle Corporation, SAP SE, The Hewlett Packard Enterprise Company, Nokia Corporation , Telefonaktiebolaget LM Ericsson, NEC Corporation, Capgemini SE, Adobe Inc., Tech Mahindra Ltd., Amdocs Limited, Ciena Corporation, SAS Institute, Genesys Cloud Services Inc., CSG International, Verint Systems, Calix Inc., Medallia Inc., Spirent Communications PLC, Comarch SA, InfoVista SAS, Comviva, Radisys Corporation, Aria Systems Inc.
Table of Contents
- Executive Summary
- Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Report Structure
- Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Trends And Strategies
- Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market – Macro Economic Scenario
- Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Size And Growth
…..
- Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Competitor Landscape And Company Profiles
- Key Mergers And Acquisitions
- Future Outlook and Potential Analysis
- Appendix
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