Customer Experience Monitoring: A Global Strategic Business Report
San Jose, CA (PRWEB) August 20, 2013
Follow us on LinkedIn – Customer or end-user experience monitoring is increasingly becoming an important tool for enterprises operating in various businesses. Enterprises are placing significant emphasis on gaining superior understanding of the performance of their entire business services instead of assessing the health of every component of their infrastructure. Also, organizations are increasingly seeking information on the performance of their applications from the consumer/user point of view. Customer monitoring solutions are playing a pivotal role in enabling enterprises to address both the needs. The growing importance of experience monitoring tools is also being driven by the perceived benefits of their assistance in identifying application performance issues for IT teams.
The telecommunications industry is presently faced with a constant threat of business erosion through product and service commoditization, and intense price wars. Besides, operators are forced to make significant investments to stay abreast with advancing technologies. As a result, telecom operators are constantly on the hunt for means to retain existing customers and acquire new customers; deliver affordable and reliable services; and increase average revenue per user. Monitoring the level of customer experience to understand the delivery of their services has now become a critical aspect for telecom providers. The rising interest on customer experience management among telecom producers is resulting in the emergence of various solutions in the market. New technologies such as speech analytics software as well as real-time survey tools are increasingly being used for providing improved analysis of customer interactions, enabling companies to offer a consistent experience.
The deployment of comprehensive monitoring solutions is often complex due to requirements of robust synergies between departments and systems within the organization. Also, currently available customer experience management systems across various touch points are marred with significant limitations. A major drawback lies in the capabilities of most of these systems, which do not proactively monitor user experiences and are only designed to identify and address lapses in customer experiences after they occur. Also, the telecom operators fail to acquire real-time information due to lack of appropriate key performance indicators. Consequently, solutions that can prevent lapses from occurring are the need of the hour.
Network probes are the most commonly implemented customer experience monitoring solutions by wireless service operators worldwide for providing an insight into network performance and customer experience. Also called interface probes, these network probes gather substantial information. Although probes are beneficial tools to assess network performance, their use as an experience monitoring tool remains limited by factors such as high expenses associated with their installation, network-focused nature of these probes, functionality restricted to on-network usage, and issues related to privacy as customers are not provided with opt-in and opt-out options.
As stated by the new market research report on Customer Experience Monitoring, the United States represents the single largest market worldwide. Asia-Pacific is forecast to emerge as the fastest growing market with a projected CAGR of 15.6% over the analysis period.
Major players covered in the report include Aternity Inc., BMC Software Inc., CA Technologies, Inc., CorrelSense Ltd., Huawei Technologies Co., Ltd., Knoa Software Inc., Nokia Siemens Networks Oy, OPNET Technologies Inc., Oracle Corporation, and Tealeaf Technology Inc., among others.
The research report titled “Customer Experience Monitoring: A Global Strategic Business Report” announced by Global Industry Analysts Inc., provides a comprehensive review of market trends, drivers, company profiles, mergers, acquisitions and other strategic industry activities. The report provides market estimates and projections for Customer Experience Monitoring solutions in the mobile telecommunications industry in value (US$) for all major geographic markets such as the US, Canada, Europe (France, Germany, Italy, UK and Rest of Europe), Asia-Pacific and Rest of World.
For more details about this comprehensive market research report, please visit – http://www.strategyr.com/Customer_Experience_Monitoring_Market_Report.asp .
About Global Industry Analysts, Inc.
Global Industry Analysts, Inc., (GIA) is a leading publisher of off-the-shelf market research. Founded in 1987, the company currently employs over 800 people worldwide. Annually, GIA publishes more than 1300 full-scale research reports and analyzes 40,000+ market and technology trends while monitoring more than 126,000 Companies worldwide. Serving over 9500 clients in 27 countries, GIA is recognized today, as one of the world's largest and reputed market research firms.
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