Research and Markets: North American Customer Service and Support Applications Markets in Qualitative and Quantitative Detail

DUBLIN--Research and Markets (http://www.researchandmarkets.com/research/b70eb6/north_american_cus) has announced the addition of Frost & Sullivan's new report "North American Customer Service and Support Applications Markets" to their offering.

This Frost & Sullivan research service titled North American Customer Service and Support Applications Markets provides an overview of the North American customer service and support applications market. These are applications that are used by companies to interact with customers through a variety of contact channels, including self-service, in pursuit of problem resolution and customer satisfaction. This research service examines the North American customer service and support (CSS) market in qualitative and quantitative detail, with competitive analysis, market trends, and vendor profiles.

CSS, a Vital Contact Center Subset of CRM, Delivers Easy-to-Retrieve Customer Data Instantly During Customer Interactions

The CSS system is the portal into the vast data repository that a company uses to store customer data. Although the complete customer relationship management (CRM) is used outside the contact center for several analytic and sales-related purposes, inside the contact center, CSS packages the massive data store into bite-sized chunks that can be delivered instantly at the time of interaction. The primary job of the center is to cater to service-related inquiries. A proper CSS system whittles away any unnecessary data views that are irrelevant from an agent's transactional perspective by showing agents a contextually relevant view of the history of the customer's interactions with the company, especially records of past purchases, service orders, and complaints. This repository could give all employees in an enterprise such as the sales staff and the billing staff, a single version of the truth about a customer, thereby providing a seamless and consistent customer experience across any contact channel. After the data from the back-end database is retrieved, the CSS software pushes out information, often in the form of scripts, advising agents on customer handling techniques.

Key Topics Covered:

• Summary of Major Findings
• - 1. Introduction
• - 2. Scope and Methodology
• - 3. State of the Market
• - 4. Product and Sector Definitions
• - 5. Measurements
• - 6. Market and Technology Trends
• - 7. Industry Challenges
• - 8. Market Drivers
• - 9. Market Restraints
• Market Analysis
• - 1. Revenue Forecasts
• - 2. Revenue Breakdown by Type of Deployment
• - 3. Revenue Breakdown by Industry Vertical
• - 4. Revenue Breakdown by Size of Deployment
• Competitive Analysis
• - 1. Market Share Analysis
• - 2. Competitive Structure
• Vendor Profiles
• - 1. Amdocs
• - 2. ATG
• - 3. Chordiant
• - 4. Consona
• - 5. eGain
• - 6. Kana
• - 7. Netsuite
• - 8. Numara Software
• - 9. Oracle
• - 10. ResponseTek
• - 11. RightNow
• - 12. Salesforce.com
• - 13. Sage Software
• - 14. SAP
• - 15. Sword Group
• - 16. Other Vendors
• Auxiliary Market: Customer Communities
• - 1. The Next Frontier: Leveraging Customer Communities
• Strategic Analysis
• - 1. Strategic Growth Recommendations

Companies Mentioned:

• Amdocs
• ATG
• Chordiant
• Consona
• eGain
• Kana
• Netsuite
• Numara Software
• Oracle
• ResponseTek
• RightNow
• Salesforce.com
• Sage Software
• SAP
• Sword Group

For more information visit http://www.researchandmarkets.com/research/b70eb6/north_american_cus