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Worldwide Software Support Languages Competitive Analysis, 2004Product Type: Market Research ReportPublished by: IDC Published: February 2004 Product Code: R104-14775 Description This IDC study shows that a growing percentage of product purchase decisions
are made based on the quality, reliability, flexibility, and reputation of a
vendor's support organization. Therefore, the verbal languages in which a
vendor provides telephone and Web support are an important component of the
support offering.
This study provides a competitive analysis and overview of the languages for
which vendors provide telephone and electronic support. Profiled vendors
include BEA, HP, IBM, Lotus, Microsoft, Oracle, PeopleSoft, SAP, Siebel,
Sybase, and Veritas.
IDC expects that the number of languages in which vendors provide electronic
support and self-help tools will increase as vendors look to increase the
percentage of support cases that are logged electronically instead of through
traditional telephone support.
According to Christine Tenneson, program manager of IDC's Software and System
Support Services research, "As technical support services moves to the
forefront of IT and technology vendor strategies, strategic differentiation in
the support center will become more important to vendors. For global software
companies, the languages in which telephone and electronic support is provided
can be a key differentiator."Table of Contents Table of Contents IDC Opinion In This Study Methodology Selection of Companies Profiled Executive Summary Situation Overview Worldwide Forecast Worldwide Software Support Services Expenditures by Region Table: Worldwide Software Support Services Spending by Region, 2002-2007 ($M) Figure: Worldwide and U.S. Software Support Services Spending, 2002 and 2007 Figure: Worldwide Software Support Services Spending by Region, 2002 and 2007 Worldwide Software Support Services Expenditures by Product Type Table: Worldwide Software Support Services Spending by Product Type, 2002-2007 ($M) Worldwide Software Support Services Expenditures by Service Activity Table: Worldwide Software Support Services Spending by Service Activity, 2002-2007 ($M) U.S. Forecast U.S. Software Support Services Expenditures by Product Type Table: U.S. Software Support Services Spending by Product Type, 2002-2007 ($M) U.S. Software Support Services Expenditures by Service Activity Table: U.S. Software Support Services Spending by Service Activity, 2002-2007 ($M) Future Outlook Competitive Analysis Telephone Support: 9 x 5 Table: 9 x 5 Telephone Support by Software Vendor and Language Telephone Support: 24 x 7 Web Support Table: 24 x 7 Telephone Support by Software Vendor and Language Table: Web Support by Software Vendor and Language Essential Guidance Learn More Related Research Appendix Table: IDC Macroeconomic and Macrolevel Services Assumption Summary Table: Key Forecast Assumptions for the Software Support Services Market, 2004-2007 Synopsis |
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