[Analysys Mason]: Oracle and Amdocs Lead the $3.6B Customer Care Market

A new report by Mark H. Mortensen [pictured], Practice Head, BSS, and Atul Arora, Research Analyst, Analysys Mason finds that "The customer care market generated USD3.58 billion in revenue in 2013, an increase of 9.1% from 2012. The market was driven by communications service providers (CSPs) increasingly offering packaged service bundles, consumer demand for self-service and control over their accounts, and the need of CSPs to increase customer satisfaction (thereby reducing churn), bring many new digital services to market quickly and reduce customer support costs.

Oracle and Amdocs continue to dominate the market, with a combined market share of more than one third of the worldwide market, while China-based vendor Huawei Technologies dominates its domestic market. However, more than 60 suppliers that constitute the ‘Other’ category command revenue of several hundred million dollars in this market, many of them smaller, geographically focused suppliers.

Customer care systems were originally ‘add-ons’ to billing systems and provided the basic functions of ordering and supporting CSRs in answering queries from subscribers. Billing system vendors still provide these functions as subscriber management systems. However, CRM systems have grown in importance, providing advanced features to CSRs (and customers through other channels) as well as access to the subscriber management system functions.

See "Customer care systems: worldwide market shares 2013" - here.