Currently, the Global Service Quality Management (SQM) and Customer Experience Management (CEM) Market is fragmented, which creates opportunities for M&A. Big companies are acquiring small-sized vendors with the motive of increasing their customer base and market share. Also, through such acquisitions, big companies gain a competitive edge, technological knowledge, and an opportunity to enter emerging or new markets.
In addition, the Global SQM and CEM Market is witnessing the entry of many pure-play cloud-based vendors, which are competing with the large traditional on-premises vendors in the market. With this, the market is becoming fragmented.
Organizations are assessing vendors on the basis of their expertise regarding customer experience systems and the quality of superiority they have to offer. This enables small vendors to compete with the large vendors on an equal footing and results in intense competition in the market.
However, consolidation and attrition are anticipated in the near future, which will increase the complexity for organizations wanting to select the appropriate cloud-based solution to meet their requirements.
TechNavio analysts have pinpointed the top 17 companies in the SQM and CEM sphere helping to fuel market growth at a CAGR of 14.25 percent from 2014-2019:
Adobe Systems Inc.
Adobe provides CEM solutions on the Adobe Digital Enterprise platform that helps end-users manage customer relationships across all digital channels. The company offers VoC analytics for the internet, mobile, and social media. It has partnerships with several companies including SapientNitro, Logica, Razorfish, Deloitte, and Capgemini.
For CEM, Adobe offers a set of solutions that include: web experience management, social brand engagement, selection and enrollment, unified workspace, and customer communications.
HP
HP is one of the leading vendors in the market. The company offers HP Autonomy and Autonomy TeamSite products in the Global SQM and CEM market. HP Autonomy offers enterprise search, knowledge management, text analytics, and business process management software; whereas Autonomy TeamSite is a content management platform for advanced analytics, rich media management, and content authoring.
Both these solutions are offered on the HP Autonomy IDOL platform, which integrates advanced search and analytics. It also offers the HP OpenView Service Quality Manager, which helps in increasing customer confidence by ensuring correct service delivery.
IBM
IBM is a leader in the Global SQM and CEM market. The company offers IBM Unica and IBM Coremetrics web analytics and marketing optimization solutions, IBM LanguageWare, IBM text analytics suite, IBM WebSphere Commerce, and IBM Tealeaf CEM solutions.
It acquired several companies in the past to establish itself in the market. In June 2012, it acquired Tealeaf Technology to capture web and mobile user interactions to allow organizations to replay these interactions. This helps in improving conversion rates and customer experience.
Oracle Corp.
Oracle was the second leading vendor in the Global SQM and CEM market in 2014. The company has acquired various CEM capabilities through M&A. For instance, the deal with ATG provided it with the capability to engage in e-commerce, while the deal with FatWire helped it develop web content management. It has also acquired call center feedback, unstructured data search technology, web self-service, and social media monitoring capabilities from its M&A.
Currently, there are several standalone CEM providers in the market, but none of them is providing in-stack CEM capabilities. One of the major goals of the company’s M&A was to compete with standalone CEM providers. Also, if customers select Oracle for one CEM capability, the company will have an edge when customers want to buy related products.
Amdocs
As the market leader in software and services for service providers in the communications, media and entertainment industry, Amdocs has a more than 30-year track record of ensuring service providers’ success and embracing their biggest challenges. Our extensive product portfolio and wide-range of proven services enable service providers to simplify and personalize the customer experience, harness and capitalize on the data explosion, stay ahead of the competition with new digital services and improve operational efficiency.
Attensity Group
With 14 years of experience in the natural language processing and sentiment analysis industry, Attensity’s vision is to help big brands interpret human voices in today’s hyper-connected world. Our solutions are built to identify critical and accurate information from multi-channel data sources using highly sophisticated and patented semantic technologies.
Using Attensity’s integrated solutions, enterprise companies are able to interpret and “understand” massive amounts of structured and unstructured data, thereby helping to improve the customer experience, manage brand equity, enhance revenue, mitigate business risk and threats, discover trends, detect challenges and help make informed business decisions.
CA Technologies
CA Technologies creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business, in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact and communicate.
CA software and solutions help our customers drive enterprise-wide productivity, offer differentiated user experiences and open new growth opportunities.
And, we are able to deliver this value across multiple environments – mobile, private and public cloud, distributed and mainframe.
Our goal is to be recognized by our customers as their critical partner in the new application economy.
Chatterplug
ChatterPlug is an embedded platform, plugged into business’ mobile applications, allowing you to present a branded experience as you gather customer insights and intelligence. Customer feedback is guaranteed to be on-site through patent-pending technology – meaning your business has Accurate, Authentic and most importantly Actionable feedback to improve. Whether you’re a multi-national Fortune 500 or a Mom&Pop, you can completely customize the platform to meet your needs with a full suite of controls.
ClickFox
ClickFox offers a one of a kind big data platform and a suite of solutions that enable enterprises to get the most value out of each customer interaction across all channels. With its unique data infrastructure and proprietary algorithms, the ClickFox Experience Analytics (CEA) Platform connects all customer touch point data across enterprise systems to create transparency on the end-to-end Customer Journeys.
The CEA Platform provides teams with the data and tools required to surface tangible opportunities rapidly, track impact and integrate journey data seamlessly into existing client business intelligence systems. CEA’s unified, dynamic views of the data mapped across interaction channels give a bird’s eye view of the top customer journeys and also allow you to drill down to gain further insights into customer and journey details.
eGain Communications
eGain is the leading provider of cloud customer engagement hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs).
InMoment Inc.
InMoment™ is a cloud-based customer experience (CX) optimization platform that gives companies the ability to listen to and engage with their customers to improve business results through better experiences. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement technology, as well as strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries. The company is the leading VoC vendor for the food services, retail, and contact center industries, with deep domain expertise in B2B, healthcare, hospitality, and numerous others.
Greenwich Associates
We believe an action-oriented customer experience management (CEM) process is vital to your company’s brand health, revenue growth, operational efficiency and profitability. Our CEM solution is all about driving behavioral change that delivers desired business outcomes.
Greenwich Action and Insight Management (Greenwich AIM™), features a unique “Closed-Loop®” approach to help you drive action and change to improve your customer experience across all channels and touchpoints. Plus, our unmatched consulting services ensure you can receive all the support you need from one highly respected provider.
When you engage Greenwich Associates for Customer Experience Management, you are committed to creating a customer-centric culture that builds — and monetizes — customer loyalty.
iPerceptions
A trusted market research firm and global leader in Voice of Customer analytics, iPerceptions captures customer perceptions in the moment of truth using advanced intercept technologies and proven research frameworks to deliver action in real-time. iPerceptions provides essential insights to over 14,000 brands including Dell, InterContinental Hotels, FedEx, Harvard Business Review, Lego and Ford.
At iPerceptions, we help companies create a direct dialog with their customers. By turning millions of customer data points into actionable directives, we improve the customer experience at every level. From the website to customer service to feedback on advertising — with broad access to near real-time market research, iPerceptions prioritizes issues that matter most to customers. So our clients can respond rapidly, boosting customer loyalty and company profits.
Medallia
Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands, including Airbnb, CA Technologies, Four Seasons, GE, Macy’s, Marriott International, Nordstrom, Sephora, Shell, The LEGO Group, and Zurich Insurance.
Medallia’s Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve the customer experience. Founded in 2001, Medallia is based in Silicon Valley, with regional offices in New York, London, Australia and Argentina.
Microsoft
Your customers know more than ever before—making buying decisions before you can even engage. Your sales team must adapt to the new customer journey—building deeper relationships with customers and personalizing every interaction. With Microsoft Dynamics CRM, your salespeople can sell more effectively in this new era.
By providing the essential insights, guidance, and tools that salespeople need, you can zero in on the right customers and priorities, win faster with personalized and relevant customer engagements, and sell more by collaborating with colleagues to harness the power of the entire organization.
Riverstar Software
Every customer interaction is a process with a specific objective. It has a beginning, a middle, and an end, and it generates a specific result.
Our purpose at RiverStar is to enable you deliver a customer driven interaction at each point in the customer lifecycle. Regardless of whether the process is initiated by the customer or the business itself (i.e., Inbound Customer Service or Outbound Call Processes), customers want personalized customer service interactions.
Our customized process-based applications allow you to realize huge performance benefits (higher first call resolution, improved agent efficiency and a better customer experience) by creating process-driven customer dialogues.
Webtrends
We envision a world where people have meaningful experiences with the brands and organizations they trust, whether in person or online. One where every digital interaction counts – be it on a website, in an app or through email – because companies will know exactly how to engage with their customers. It’s a world that’s possible today – and we can take you there with our data-driven solutions.
Our products and solutions help you understand and analyze data, engage customers and increase conversions. We do this across channels and in real time in order to provide individualized and actionable data-driven marketing insights. And most importantly, these insights drive results.
