Global Customer Experience Management Market 2020 | Adobe System Inc.,Adobe System Inc.,Avaya, Inc.,CA Technologies,Chime Technologies Inc,Clarabridge,Freshworks Inc.,Genesys,IBM Corp.,Nokia Networks,Oracle Corp.,SAP SE,SDL Plc - Filmi Baba

Global Customer Experience Management Market 2020 | Adobe System Inc.,Adobe System Inc.,Avaya, Inc.,CA Technologies,Chime Technologies Inc,Clarabridge,Freshworks Inc.,Genesys,IBM Corp.,Nokia Networks,Oracle Corp.,SAP SE,SDL Plc - Filmi Baba


Global Customer Experience Management Market 2020 | Adobe System Inc.,Adobe System Inc.,Avaya, Inc.,CA Technologies,Chime Technologies Inc,Clarabridge,Freshworks Inc.,Genesys,IBM Corp.,Nokia Networks,Oracle Corp.,SAP SE,SDL Plc - Filmi Baba

Posted: 01 Jan 2020 08:30 PM PST

Global Customer Experience Management Market Report cover definite aggressive standpoint including the piece of the overall industry & profiles of the key members working in the worldwide market. Customer Experience Management Market is valued approximately USD 6.9 billion in 2018 and is anticipated to grow with a healthy growth rate of more than 13.3% over the forecast period 2019-2026.

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The customer experience management allows the customer to interact with the company through various touch points to create differentiated experiences. The growing traction of customer experience management among various companies owing to increasing advancement in cloud-based customer experience management. The customer experience management enables various organizations to retain their customer base by offering enhanced customer experience across various channels. Further, the customer experience management enables the organization to strengthen their brand presence, increase customer loyalty along with reducing customer churn. Moreover, the rising demand for big data analytics has enables the growth of the market segment. The customer experience management provides the real-time tracking of the customers along with their behavior.

The regional analysis of Customer Experience Management market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is expected to register significant growth over the forecast period owing to the rising demand across various industry verticals such as BFSI, telecom, IT & telecom and healthcare industry. The integration of AI and data analytics along with increased digital growth in customer experience management software has accelerated the growth of the region. For instance, In May 2019, Medallia Inc., customer experience management service provider, has announced to acquire Strikedeck, an advanced platform enabling companies to drive customer success (CS). The acquisition provides the company to expand its product portfolio in B2B customer experience management. The companies will provide information such as renewals of account, product adoption and usage, subscriptions, billing along with many other information to the client.

Customer Experience Management Market, by Touch Point Type

  • Store/Branch
  • Call centre
  • Social media
  • E-mail
  • Mobile
  • Web services
  • Others

Customer Experience Management Market, by End-Use         

  • Telecom & IT
  • Public sector
  • Energy and utilities
  • Retail
  • Manufacturing
  • Healthcare
  • BFSI

Customer Experience Management Market, Regional Analysis

  • North America Customer Experience Management Market
  • Europe Customer Experience Management Market Snapshot
  • Asia-Pacific Customer Experience Management Market Snapshot
  • Latin America Customer Experience Management Market Snapshot
  • Rest of The World Customer Experience Management Market

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Table of Contents

Global Customer Experience Management Market Size, Status and Forecast 2026

Chapter 1 Executive Summary

1.1.     Market Snapshot

1.2.     Global & Segmental Market Estimates & Forecasts, 2017-2026 (USD Billion)

1.3.     Key Trends

1.4.     Estimation Methodology

1.5.     Research Assumption

Chapter 2 Customer Experience Management Market Definition and Scope

2.1.     Objective of the Study

2.2.     Market Definition & Scope

2.3.     Years Considered for the Study

2.4.     Currency Conversion Rates

Chapter 3 Customer Experience Management Market Dynamics           

3.1.     Customer Experience Management Market Impact Analysis (2018-2026)

3.1.1. Market Drivers

3.1.2. Market Challenges

3.1.3. Market Opportunities

Chapter 4 Customer Experience Management Market Industry Analysis

4.1.     Porter's 5 Force Model

4.2.     PEST Analysis

4.3.     Investment Adoption Model

4.4.     Analyst Recommendation & Conclusion

Chapter 5 Customer Experience Management Market, by Touch Point Type

5.1.     Market Snapshot

5.2.     Customer Experience Management Market by Touch Point Type, Performance – Potential Analysis

5.3.     Customer Experience Management Market Estimates & Forecasts by Touch Point Type 2016-2026 (USD Billion)

5.4.     Customer Experience Management Market, Sub Segment Analysis

5.4.1. Store/Branch

5.4.2. Call centre

5.4.3. Social media

5.4.4. E-mail

5.4.5. Mobile

5.4.6. Web services

5.4.7. Others

Chapter 6 Customer Experience Management Market, by End-Use         

6.1.     Market Snapshot

6.2.     Customer Experience Management Market by End-Use, Performance – Potential Analysis

6.3.     Customer Experience Management Market Estimates & Forecasts by End-Use 2016-2026 (USD Billion)

6.4.     Customer Experience Management Market, Sub Segment Analysis

6.4.1. Telecom & IT

6.4.2. Public sector

6.4.3. Energy and utilities

6.4.4. Retail

6.4.5. Manufacturing

6.4.6. Healthcare

6.4.7. BFSI

Chapter 7 Customer Experience Management Market, Regional Analysis

Chapter 8 Competitive Intelligence

8.1.     Top Market Strategies

8.2.     Company Profiles

8.2.1. Adobe System Inc.

8.2.2. Adobe System Inc.

8.2.3. Avaya, Inc.

8.2.4. CA Technologies

8.2.5. Chime Technologies Inc

8.2.6. Clarabridge

8.2.7. Freshworks Inc.

8.2.8. Genesys

8.2.9. IBM Corp.

8.2.10.           Nokia Networks

8.2.11.           Oracle Corp.

8.2.12.           SAP SE

8.2.13.           SDL Plc

Chapter 9 Research Process

9.1.     Research Process

9.1.1. Data Mining

9.1.2. Analysis

9.1.3. Market Estimation

9.1.4. Validation

9.1.5. Publishing

9.2.     Research Attributes

9.3.     Research Assumption

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7 Telecom Tactics for a Tremulous Terrain | Insight for the Connected Enterprise - No Jitter

Posted: 03 Dec 2019 12:00 AM PST

2019 will most likely go down in history as the year that telecom was completely disrupted by cloud-based solutions. The signs are everywhere. So, with everything being shaken up, what tactics can an enterprise telecom manager use to survive and thrive?

First, what are the signs of these tremors? Below we look back at some of the major announcements made in the space this year and how it's impacting the telecom market:

  • Avaya and RingCentral – In a new form of "merger," RingCentral bought exclusive access to the Avaya channels for cloud-based voice communications – Unified Communications as a Service (UCaaS). It seems to me that Avaya is announcing that its on-prem Avaya Aura system is either not adaptable or not competitive as a multi-tenant UCaaS offering. Aura customers have a big choice ahead.
  • New Mitel Management (and Mitel) – After nearly a decade of consolidation led by Rich McBee, Mitel has a new CEO, Mary McDowell. McDowell's most recent success is as CEO of Polycom, where she oversaw the sale of Plantronics to form the combined Poly. McDowell has roots in the computing platform industry and has been on the board of Autodesk and Informa, so she brings an information-centric and application-centric skill set to the Mitel C-suite. Transformation lies ahead for Mitel customers.
  • Cisco Unified Communication and Collaboration – It has been 18 months since Amy Chang took over as EVP and GM, Cisco Collaboration. During this time, she is actively applying her background with Google and as an entrepreneur of Accompany, which Cisco purchased. The net is Cisco has pivoted almost entirely to the cloud, using the Webex brand and platform to deliver solutions that are laced with artificial intelligence (AI) and machine learning (ML). Also, the focus is on workflows and team collaboration to compete with all-encompassing communications solutions such as Microsoft Teams, Slack, et al. The Webex platform will integrate with the legacy, on-prem Cisco Unified Communications Manager, but the future is cloud-based UCaaS.
  • Microsoft, Google, and Gartner – In competition to the traditional IP-PBX and the UCaaS providers, Microsoft and Google are delivering suites of office productivity software that include communications services capable of replacing the IP-PBX features for most enterprise employee usage profiles. Gartner's UCaaS Magic Quadrant for 2019 says: "By 2023, 40% of new enterprise telephone purchases will be based on a cloud office suite – either Microsoft Office 365 or Google G Suite." If your enterprise has an "office" software license with either Microsoft or Google or both, change is headed your way.
  • Salesforce and Amazon Web Services - AWS (and Vonage and Twilio) – Last month, Salesforce and AWS announced a partnership to integrate AWS' Connect contact center as a service (CCaaS) into the Salesforce Service Cloud. Vonage and Twilio also offer such integrations to Salesforce's applications, though not as strategic partnerships. The message is clear that customer service communications will be linked to the Customer Relationship Management (CRM) software application. This trend crosses all application types and platforms, for which the Salesforce-AWS linkage is just a poster child.
  • Zoom – Finally, Zoom is proof that disruption is the new norm in the cloud-based world of communication platforms as a service (CPaaS). The combination of software and Internet protocols enable talented teams to create new applications and communications offerings in record time. When combined with effective sales, service, and operational processes, an eight-year-old company can grow at 118% in the most recent year to reach $331 million in annual revenue and be placed between Cisco (Webex) and Microsoft (Skype for Business and Teams) in the Leaders quadrant of Gartner's 2019 Magic Quadrant for Meeting Solutions. It will be important to stay agile, flexible, and nimble in this environment.

How to Survive, Thrive in the Cloud Era

So, with all this change, what is a telecom leader to do in these seismically active times? You can choose from many tactics. Some are defenses – some are offenses. Ultimately, a telecom leader should choose a set of tactics that not only work for the team but also support the culture and strategy.

Here are seven tactics from which to choose so as to set yourself up for cloud success in the new year:

  1. Inventory, assess, sort, and prioritize – Take a careful inventory of the services and technologies that your team relies on. Then, assess these to determine which can be eliminated, which are best to remain on the existing "legacy" technologies, and which are ripe for transformation and innovation. Prioritize and shift as many resources as possible to the transformation vector.
  2. Partner across IT – Recognize and embrace the reality that telecom is no longer a separate functional island. Rather, communication services are functions used in processes and workflows, and that run on IP networks and devices. Make sure that your expertise is "in the room where it happens" for planning and funding of IT architectures and software application deployments for your enterprise departments.
  3. Firewalls (and security) are your friends – Team up with the IT Security team to establish guidelines for any new communication services in your enterprise. Such guidelines already exist for software applications, so join in to assure that user-driven selections of cloud-based communications apps are identified early on. Then, collaborate with users and departments to make sure the choices are optimal and strategic. Firewalls are your friends in this area since they can block any non-approved communications protocols or media streams.
  4. Review methods and costs for legacy elements – For those elements that remain on legacy on-prem equipment, quickly review those for the most efficient methods and lowest costs. This might include more self-service or even the outsourcing of the management for those elements. Essentially, make sure they aren't consuming precious resources needed for transformation and innovation.
  5. Re-structure telecom architecture to enable innovation – Take immediate action to enable your telecom architecture for the future. One important step is usually to move dial plan management and call routing onto directory-enabled gateways. Another move is to define your enterprises preferred CPaaS providers in some combination of internal and external services.
  6. Innovate collaboratively for transformation in the high-change zones – When you have the tactics in place, you will be ready to collaboration with the departments of your enterprise where communication transformation will have the most impact. This may be in customer experience areas such as marketing and sales; it may be in mobile usage profile areas such as field services, retail, or operations; or it may be in the highly collaborative areas of marketing, engineering, public works, or product development. Whatever the priorities in your enterprise, be proactive with those who are running the business functions.
  7. Advance your team's and your careers – Add skills to your team through education, project assignments, hiring choices, and sub-contracting. Change is a time of both risk and opportunity – seize the opportunity.
In all of this, assume that everything is on the table. Your tactical role for success is to sort, prioritize, and lead. We wish you the best in these tremulous times. And, come join us at Enterprise Connect 2020, including our session on "Strategic Planning Essentials for Enterprise Communications."

BCStrategies logo

Parker is writing on behalf of BCStrategies, an industry resource for enterprises, vendors, system integrators, and anyone interested in the growing business communications arena. A supplier of objective information on business communications, BCStrategies is supported by an alliance of leading communication industry advisors, analysts, and consultants who have worked in the various segments of the dynamic business communications market.

California State Teachers Retirement System Acquires 2,064 Shares of Avaya Holdings Corp (NYSE:AVYA) - Slater Sentinel

Posted: 01 Jan 2020 12:21 AM PST

California State Teachers Retirement System grew its stake in shares of Avaya Holdings Corp (NYSE:AVYA) by 1.2% in the third quarter, according to its most recent filing with the SEC. The fund owned 172,842 shares of the company's stock after acquiring an additional 2,064 shares during the period. California State Teachers Retirement System owned about 0.16% of Avaya worth $1,768,000 at the end of the most recent reporting period.

Several other large investors also recently made changes to their positions in the company. FMR LLC acquired a new stake in Avaya during the 1st quarter valued at $20,120,000. First Trust Advisors LP increased its stake in shares of Avaya by 20.4% in the first quarter. First Trust Advisors LP now owns 146,131 shares of the company's stock worth $2,459,000 after acquiring an additional 24,764 shares during the last quarter. BNP Paribas Arbitrage SA increased its stake in shares of Avaya by 129.3% in the second quarter. BNP Paribas Arbitrage SA now owns 55,808 shares of the company's stock worth $665,000 after acquiring an additional 31,468 shares during the last quarter. Aperio Group LLC increased its stake in shares of Avaya by 46.1% in the second quarter. Aperio Group LLC now owns 37,554 shares of the company's stock worth $447,000 after acquiring an additional 11,855 shares during the last quarter. Finally, Public Employees Retirement Association of Colorado acquired a new position in shares of Avaya in the second quarter worth $258,000.

Avaya stock opened at $13.50 on Wednesday. The company has a debt-to-equity ratio of 2.38, a current ratio of 1.41 and a quick ratio of 1.35. The company has a market capitalization of $1.50 billion, a price-to-earnings ratio of 3.45 and a beta of 1.56. Avaya Holdings Corp has a one year low of $9.72 and a one year high of $22.35. The company's fifty day moving average price is $12.36 and its two-hundred day moving average price is $12.06.

Avaya (NYSE:AVYA) last posted its earnings results on Wednesday, November 20th. The company reported $0.54 EPS for the quarter, missing the Thomson Reuters' consensus estimate of $0.78 by ($0.24). The business had revenue of $726.00 million for the quarter, compared to analyst estimates of $745.50 million. Avaya had a positive return on equity of 14.49% and a negative net margin of 23.24%. As a group, sell-side analysts anticipate that Avaya Holdings Corp will post 3.39 earnings per share for the current year.

A number of research firms have recently weighed in on AVYA. Guggenheim reaffirmed a "buy" rating and issued a $20.00 price target on shares of Avaya in a research note on Tuesday, November 19th. Northland Securities reaffirmed a "buy" rating and issued a $17.00 price target on shares of Avaya in a research note on Thursday, November 21st. Morgan Stanley upped their price target on shares of Avaya from $14.00 to $16.00 and gave the stock an "equal weight" rating in a research note on Monday, October 7th. BWS Financial reaffirmed a "buy" rating on shares of Avaya in a research note on Monday, November 25th. Finally, Zacks Investment Research downgraded shares of Avaya from a "strong-buy" rating to a "hold" rating in a research note on Wednesday, December 4th. Three investment analysts have rated the stock with a hold rating and four have given a buy rating to the stock. The company presently has a consensus rating of "Buy" and a consensus price target of $17.86.

Avaya Company Profile

Avaya Holdings Corp., through its subsidiaries, provides digital communications products, solutions, and services for businesses worldwide. The company operates through two segments, Products & Solutions, and Services. The Products & Solutions segment offers unified communications and contact center platforms, applications, and devices.

See Also: Relative Strength Index

Institutional Ownership by Quarter for Avaya (NYSE:AVYA)

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