Global Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market to Reach $9.57 Billion by 2029, Growing at 12.8% CAGR

What Is the Expected Size and Growth Rate of the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?
The service quality management (SQM) and telco customer experience management (CEM) market has grown rapidly in recent years. It is expected to increase from $5.22 billion in 2024 to $5.91 billion in 2025, at a compound annual growth rate (CAGR) of 13.2%. This growth is driven by the rising use of mobile applications, growing customer interactions in the BFSI sector, the expansion of IoT connections, a focus on customer compatibility issues, and the increasing number of call center touchpoint interactions by end-users.

The service quality management (SQM) and telco customer experience management (CEM) market is projected to experience rapid growth in the coming years, reaching $9.57 billion by 2029, with a compound annual growth rate (CAGR) of 12.8%. This growth can be attributed to the expected rise in mobile operator services, increased demand for technical support solutions, the expansion of cloud-based solutions for cost-effectiveness, the adoption of open APIs for network capabilities, and a focus on fault and event management. Key trends include the integration of emerging technologies, AI-driven personalization, automation and self-service solutions, enhanced data analytics, and a focus on proactive customer engagement.

What Factors Are Fueling Growth in the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?
The increasing adoption of cloud-based solutions is anticipated to drive the expansion of the service quality management (SQM) and telco customer experience management (CEM) market. Cloud-based solutions encompass software and services that are hosted on the internet rather than installed on local devices or servers. Their growing adoption is fueled by their scalability, cost-effectiveness, and adaptability for businesses of all sizes. These solutions enhance service quality management and telco customer experience management by offering real-time data insights, automation, and agile infrastructure, leading to improved service delivery and personalized experiences. For instance, in March 2024, a survey conducted by Flexera, a US-based software firm, revealed that over 29% of respondents invested more than $12 million annually in cloud services, while 22% allocated the same amount to Software as a Service (SaaS). Additionally, the proportion of organizations using multi-cloud setups increased from 87% in 2022 to 89% in 2023, with 61% of large enterprises implementing multi-cloud security measures and 57% utilizing multi-cloud FinOps tools for cost management. Therefore, the growing adoption of cloud-based solutions is fueling the expansion of the service quality management (SQM) and telco customer experience management (CEM) market.

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Which Leading Companies Are Shaping the Growth of the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?
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.

What Are the Major Trends Shaping the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?
Leading companies in the service quality management (SQM) and telco customer experience management (CEM) market are concentrating on developing advanced WiFi service assurance systems to enhance network reliability, optimize performance, and provide seamless connectivity for customers. This effort aims to minimize customer churn and boost overall satisfaction. WiFi service assurance systems continuously monitor, analyze, and optimize WiFi networks to maintain high-quality connectivity and user experience. For example, in September 2024, AVSystem, a Poland-based software service provider, introduced a new Customer Experience Management (CEM) Platform, specifically designed to strengthen WiFi service assurance for Communication Service Providers (CSPs). This platform enhances customer satisfaction and operational efficiency by proactively addressing WiFi connectivity challenges before they turn into customer complaints. It offers a comprehensive view of both the access layer and in-home WiFi experience, enabling CSPs to manage potential issues efficiently.

What Are the Key Segments of the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?
The service quality management (SQM) and telco customer experience management (CEM) market covered in this report is segmented -

1) By Product Type: Enterprise Feedback Management (EFM), Text Analytics, Speech Analytics, Web Analytics
2) By Support System: Internet Service Providers (ISP), Managed Service Providers (MSP), Telecom Service Providers (TSP)
3) By Channel: Company Website, Web, Call Mobile, Centre, Branch, Social Media
4) By End Users: Small And Medium Businesses, Enterprises

Subsegments:
1) By Enterprise Feedback Management (EFM): Customer Surveys, Feedback Collection And Analysis Tools, Sentiment And Satisfaction Measurement
2) By Text Analytics: Natural Language Processing (NLP) Tools, Sentiment Analysis, Text Classification And Categorization
3) By Speech Analytics: Call Transcription And Analysis, Voice Sentiment Analysis, Speech-To-Text Tools
4) By Web Analytics: Web Traffic Analytics, User Behavior Analytics, Conversion And Engagement Tracking

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Which Region Dominates the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?
North America was the largest region in the service quality management (SQM) and telco customer experience management (CEM) market in 2024. 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.

What Is Covered In The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Global Market Report?

- Market Size Analysis: Analyze the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market size by key regions, countries, product types, and applications.
- Market Segmentation Analysis: Identify various subsegments within the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market for effective categorization.
- Key Player Focus: Focus on key players to define their market value, share, and competitive landscape.
- Growth Trends Analysis: Examine individual growth trends and prospects in the Market.
- Market Contribution: Evaluate contributions of different segments to the overall Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market growth.
- Growth Drivers: Detail key factors influencing market growth, including opportunities and drivers.
- Industry Challenges: Analyze challenges and risks affecting the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market.
- Competitive Developments: Analyze competitive developments, such as expansions, agreements, and new product launches in the market.

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