The Future of Customer Service Software: Industry Report

The Future of Customer Service Software

Product Type: Market Research Report
Published by: Datamonitor
Published: January 2002
Product Code: R313-9058

Description

Companies striving to enhance the quality and longevity of their customer relationships, both online and off, are increasingly turning to service automation software. Datamonitor's new report, The Future of Customer Service Software examines the current state and future implications of service automation within CRM. The report also discusses the uptake of service automation in 13 vertical markets. Special consideration is dedicated to the service automation vendor competitive landscape. Industry verticals analyzed include: financial services, telecommunications, technology, commercial transport/logistics, retail, outsourcers, healthcare, entertainment, government, manufacturing, travel & tourism, utilities and other.

Table of Contents

EXECUTIVE SUMMARY

The business model of yesterday

Focus on enterprise market

Direct sales forces

Selling on features

Point solutions

Factors forcing change

Declining revenues

Limited access to capital

Commoditization of products

Emerging markets

New sweet spot

What does this mean to you? The new business model

Indirect sales force

The SME market - golden opportunity

Selling on benefits

Suite solutions

INTRODUCTION

What is this report about?

Traditional customer care software (TCCS)

eServices

Who is the target reader?

How to use this report

MARKET CONTEXT

Introduction

Key findings

Market size

Market segments

Traditional customer care software (TCCS)

eServices

Drivers and trends

Traditional customer care software

End-user business drivers

Conclusions

CUSTOMER FOCUS

Introduction

Key findings

Vertical market revenues split

Customer identification

Financial Services

Communications

Technology

Commercial Transport/Logistics

Retail/Remote Shopping

Outsourcers

Healthcare

Entertainment

Government

Manufacturing

Travel and Tourism

Utilities

Call center size band

Branding and marketing

Importance of multi-channel strategy

Distribution channels/partnership strategies

Direct Sales

The ASP model

Conclusions

COMPETITIVE DYNAMICS

Introduction

Key findings

Competitor identification

Apropos

Ask Jeeves

Avaya

Chordiant Software

Clarify

Computer Associates (CA)

eGain

divine (formerly eShare Communications)

Firepond

Interactive Intelligence (InIn)

Kana

NativeMinds

Onyx

PeopleSoft

Pivotal

Point Information Systems (PIS)

Primus Knowledge Solutions

RightNow Technologies (RNT)

SAP

ServiceWare

Siebel Systems

Competitive structure

Conclusions

THE FUTURE DECODED

Introduction

Key findings

Service automation software to 2006

Market forecast

Traditional customer care software

Market forecast

Future trends

An increasing share of traditional customer care software sales will come from

emerging markets

eServices

Market forecast

Future trends

In two to three years, the eServices market will not exist as a stand-alone

market

Conclusions

ACTION POINTS

Introduction

Key findings

Conclusions

APPENDIX

Supplementary data

Definitions

Vertical markets

Research methodology

Rounding errors

Datamonitor services

CRM SPPs

Consultancy

How to contact experts in your industry

Ordering and More Information

Price and Delivery Options

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