From: Laura Wood (laura.wood@researchandmarkets.com)
Date: Mon May 26 2003 - 04:02:13 EEST
I enclose details on the Future of Customer Service Software Report.
Companies striving to enhance the quality and longevity of their customer relationships, both online and off, are increasingly turning to service automation software.
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.
For a complete index of this report click on http://www.researchandmarkets.com/reports/587
Report Index:
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
Traditional customer care software is being deployed for one of three reasons: to compete on an equal footing with other companies, to differentiate or a combination of the two
Market trends
Traditional customer care software vendors are increasingly partnering with business intelligence vendors or are developing analytical tools in their efforts to capture a portion of the lucrative business intelligence market
ERP vendors are steadily migrating to the traditional customer care software market
As the eChannel continues to become a preferred method of communication for the call center, traditional customer care software vendors are rapidly developing strategic partnerships (OEM agreements) or are developing eServices in-house
Architecture support remains the top priority among end-users. The primary issue lies with integrating service automation software applications with existing IT infrastructures
The market for ASPs is being driven primarily by SMEs in their efforts to reduce IT expenditures
eServices
End-user business drivers
The adoption of eService technologies is being driven by increased Internet usage and an increase in eCommerce activities by the consumer and the inability of end-users to adequately service an increasing number of Internet-based service requests
Market trends
Most eService vendors offer a hosted version of their products but do not host it themselves
The days of the point solution are coming to an end. End-users are demanding comprehensive eService suite solutions to add greater depth and functionality to their CRM technology needs
Email management
End-user business drivers
The inability of firms to deal with a deluge of emails is the primary driver behind the adoption of email management software
The adoption of email management software stems from a company’s desire to cut costs
Web-based self-service
End-user business drivers
End-users need to equip their Web sites in order to meet the demands of society with an increasing self-service mentality and desire to deal with queries on its own
Web-based self-service applications offer the greatest cost savings over any other interaction
Market trends
Email management, Web-based self-service and TCCS vendors are partnering in force with knowledge management vendors in their efforts to provide added value to their products
Live Web-agent help: text-chat
End-user business drivers
The main drivers behind the growth of text-chat are essentially the same as those of email management and Web-based self-service - increasing Internet penetration and increasing eCommerce activity. In addition, marketing hype as to the benefits of text-chat is helping drive sales
Market trends
Consumer usage of text-chat has not taken off as fast as expected. However, there is enough consumer interest in online real-time servicing for end-users to implement text-chat solutions
The lack of a definable ROI model is hampering growth of text-chat
Live Web-agent help: VoIP
End-user business drivers
Market trends
The primary reason for the lack of VoIP uptake is concern over its viability as a communication channel
Lack of consumer demand is impeding the uptake of VoIP technologies. The issue is high costs associated with hardware
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
Growth of eServices will spark growth of Web-enabled call centers
The fastest adopters of WBSS will be the technology, financial service and telecommunication companies
Despite the deployment of customer-facing WBSS applications, enterprises will first test out these products in a B2E environment
Enterprise portals will drive growth of (text-chat and) IM in the B2B space
The increase in instant messaging usage will hamper text-chat growth
In the short term, VoIP is not a significant threat to text-chat vendors. However, text-chat vendors should incorporate a voice element in their products in anticipation of increased demand for click-to-talk functionality in the long term
VoIP will account for a larger percentage of eService expenditures but will not be as great as the market has predicted
Conclusions
ACTION POINTS
Introduction
Key findings
Companies that offer point products must become partners of choice or obtain strong competitive advantage in order to survive in a crowded eServices space
Email management vendors must seek other revenue streams as evolving market dynamics necessitate this change
Integration and suite solution issues will drive consolidation in the WBSS space. Therefore, WBSS vendors must partner accordingly
WBSS vendors should invest heavily in knowledge base tools to capture the voice of the customer
WBSS vendors need to get out of the shadow of email management by demonstrating the sophisticated capabilities that it has as well as the cost savings that it can achieve
The greatest opportunity for text-chat (at present) is in financial services institutions with a focus on the brokerage space. Therefore, text-chat and IM vendors must focus on the financial services industry
Vendors should reposition/rebrand their text-chat offering as Instant Messaging (IM) products and target the enterprise space
Conclusions
APPENDIX
Supplementary data
Definitions
Vertical markets
Research methodology
Rounding errors
CRM SPPs
Consultancy
How to contact experts in your industry
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Click on http://www.researchandmarkets.com for details.
Thank you for your consideration.
Kind Regards,
Laura Wood
Senior Manager
Research and Markets Ltd
laura.wood@researchandmarkets.com
REPORT DATA SUMMARY:
The Future of Customer Service Software
Category: Services, Software, CRM
URL: www.researchandmarkets.com/reports/587
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