The customer care software market is poised to grow at a CAGR of 9.3% and revenues are projected to increase from $2.1bn in 2009 to $3.3bn through 2014, according to a report by a telecoms, media and IT adviser Analysys Mason.
The report stated that growth in the market for customer care systems in the short run will be driven by the push towards instant availability of complex service bundles, the need to operate in uncertain and changing business environments, deregulation of broadband and mobile services in emerging markets and the increasing desire to meet the needs of SMEs.
However, the report said that the growth in the longer term will come from service providers’ need to decrease their cost structures while continuing to offer service bundles and more services on smart user devices.
The adviser firm said that the move from ‘closed gardens’ to ‘double-sided’ business models, in which the operators offer a platform for businesses to provide their services and products to the end users, will also drive investment in customer care systems.
Analysys Mason principal analyst Mark Mortensen said hyper-competition in emerging markets and critically important ARPU-enhancement efforts in mature markets are forcing a new focus on customer care software systems.
