A Billing and Customer Care Market Review - Understand Key Trends, Market Drivers & the Need to Develop New Services Despite the Current Fixed Voice Market
“Service providers recognise that they need to
launch new services to compensate for the decline in fixed voice and the
decelerating growth of mobile voice revenue, but remain cautious about
high-risk and high-cost investments in billing and customer care system
upgrades,” Larry Goldman, Practice Leader for
Global Telecoms Software.
Service providers are upgrading their billing and customer care systems
to support new, converged services and to improve customer support, but
tend to do so in incremental steps rather than with large system
conversions that carry high risks and high costs. The turmoil in the
financial market is not fundamentally damaging the communications
business, but serves to reinforce service providers' caution about
costly projects. At the same time, they recognise that they must
continue to drive the development of new services in order to compensate
for the decline in the fixed voice market and the decelerating growth of
mobile voice revenue.
This report provides recommendations for service providers and vendors,
and analyses the key trends in the billing and customer care systems
market.
It identifies market drivers and inhibitors, and includes market share
and forecast data for seven application segments:
- rating and pricing systems
- mediation
- interconnect and partner billing
- business optimisation
- CRM
- subscriber management
- customer interaction.
For each segment and for the billing and customer care market overall,
the report provides five-year growth forecasts for three geographic
regions and four telecoms service segments.
Billing and customer care market review answers your key questions:
- What drives and inhibits service providers' spending on billing and
customer care systems?
- What leads service providers to implement different types of billing
system?
- Why will very few service providers transform their billing and
customer care systems?
- What is the value of CRM, and what are its limitations?
- Why do service providers spend so much on professional services
related to billing and customer care?
- How do the requirements of fast-growing emerging markets and those of
more-saturated markets differ?
- What is the impact of consolidation among billing and customer care
system vendors?
- Which factors are most likely to encourage a service provider to
implement fully-convergent charging?
The report also identifies the leading suppliers in the market as a
whole and each application segment, and compares the relative market
position of billing and customer care system suppliers in different
regions, telecoms service segments and application areas.
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