Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Global Market Report 2024

The service quality management (SQM) and telco customer experience management (CEM) market size has grown rapidly in recent years. It will grow from $4.63 billion in 2023 to $5.22 billion in 2024 at a compound annual growth rate (CAGR) of 12.7%. The expansion observed in the historical period can be attributed to several factors. These include the increasing usage of mobile applications, the growing number of customer interactions within the BFSI (Banking, Financial Services, and Insurance) sector, the expansion of Internet of Things (IoT) connections, a heightened focus on resolving customer compatibility issues, and the rising number of interactions at call center touchpoints by end-users.

The service quality management (SQM) and telco customer experience management (CEM) market size is expected to see rapid growth in the next few years. It will grow to $8.49 billion in 2028 at a compound annual growth rate (CAGR) of 12.9%. The anticipated growth in the forecast period can be attributed to several factors. These include the expected increase in demand for mobile operator services, the growing need for technical support solutions, the expansion of cloud-based solutions to enhance cost-effectiveness, the adoption of open APIs to leverage network capabilities, and a heightened focus on fault and event management. Major trends expected during this period include the integration of emerging technologies, AI-driven personalization of services, the implementation of automation and self-service solutions, the enhancement of data analytics capabilities, and a greater emphasis on proactive customer engagement strategies.

The service quality management (SQM) and telco customer experience management (CEM) market is poised for significant growth, driven by the increasing adoption of cloud-based solutions. Cloud-based solutions, which are accessed and hosted over the internet, offer scalability, flexibility, and cost-effectiveness, catering to businesses of all sizes. These solutions enhance SQM and telco CEM by enabling real-time data analysis, automation, and agile infrastructure, leading to improved responsiveness and personalized service delivery. A survey conducted by Flexera in March 2024 revealed a notable rise in cloud service investment, with over a quarter of respondents investing more than $12 million annually. Additionally, multi-cloud usage saw a slight increase, indicating the growing reliance on cloud solutions for various organizational needs. This trend underscores the pivotal role of cloud-based solutions in driving the growth of the SQM and telco CEM market.

Key players in the SQM and telco CEM market are actively developing innovative technologies to enhance profitability and market competitiveness. Customer service management software, comprising digital tools and platforms, is a notable innovation aimed at streamlining and enhancing customer service operations within telecommunications companies. For example, Service Quality Measurement (SQM) Group launched mySQM FCR (First Call Resolution) Insights software in June 2021, offering a quality assurance solution for call centers. This software empowers clients to improve customer service, reduce costs, and optimize agent and customer experiences through effective monitoring and management.

In March 2024, Accenture PLC further strengthened its capabilities in understanding customer behavior by acquiring GemSeek. This strategic acquisition bolsters Accenture's offerings in customer experience analytics (CEM), leveraging insights, analytics, and AI-powered predictive models. GemSeek, a UK-based customer experience analytics company, provides specialized services that align with Accenture's vision to deliver enhanced customer experiences through data-driven strategies.

Major companies operating in the service quality management (SQM) and telco customer experience management (cem) market are Huawei Technologies Co. Ltd., Accenture PLC, The International Business Machines Corporation, Cisco Systems Inc., Oracle Corporation, SAP SE, The Hewlett Packard Enterprise Company, Nokia Corporation, Telefonaktiebolaget LM Ericsson, NEC Corporation, Capgemini SE, Adobe Inc., Tech Mahindra Ltd., Amdocs Limited, Ciena Corporation, SAS Institute, Genesys Cloud Services Inc., CSG International, Verint Systems, Calix Inc., Medallia Inc., Spirent Communications PLC, Comarch SA, InfoVista SAS, Comviva, Radisys Corporation, Aria Systems Inc.

North America was the largest region in the service quality management (SQM) and telco customer experience management (CEM) market in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the service quality management (SQM) and telco customer experience management (CEM) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.

The countries covered in the service quality management (SQM) and telco customer experience management (CEM) market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

Service quality management (SQM) involves systematically monitoring, evaluating, and improving the quality of services provided by a telecom company. On the other hand, telco customer experience management (CEM) focuses on understanding, analyzing, and enhancing the overall satisfaction and perception of customers with the telecom services offered. Both SQM and telco CEM are integral aspects of a comprehensive customer-centric strategy aimed at delivering value and fostering enduring relationships with customers.

The primary types of service quality management (SQM) and telco customer experience management (CEM) products include enterprise feedback management (EFM), text analytics, speech analytics, and web analytics. Enterprise feedback management (EFM) involves the systematic collection, management, and analysis of feedback from various stakeholders within an organization to drive improvements in products, services, and processes. These tools find applications in various support systems such as internet service providers (ISPs), managed service providers (MSPs), and telecom service providers (TSP). They encompass multiple channels including the company website, web, call center, mobile, branch offices, and social media platforms, catering to diverse end users including small and medium businesses as well as enterprises.

The service quality management (SQM) and telco customer experience management (CEM) market research report is one of a series of new reports that provides service quality management (SQM) and telco customer experience management (CEM) market statistics, including service quality management (SQM) and telco customer experience management (CEM) industry global market size, regional shares, competitors with a service quality management (SQM) and telco customer experience management (CEM) market share, detailed service quality management (SQM) and telco customer experience management (CEM) market segments, market trends and opportunities, and any further data you may need to thrive in the service quality management (SQM) and telco customer experience management (CEM) industry. This service quality management (SQM) and telco customer experience management (CEM) market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

The service quality management (SQM) and telco customer experience management (CEM) market includes revenues earned by entities by providing services such as network performance monitoring, customer journey mapping, personalization, and service audits. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.


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