Future of the Global Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market: Trends, Innovations, and Key Forecasts Through 2034

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What Will the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Industry Market Size Be by 2025?
The market size of the service quality management (SQM) and telco customer experience management (CEM) sectors has seen swift progression recently. It is set to surge from $5.22 billion in 2024 to $5.84 billion in 2025, translating to a compound annual growth rate (CAGR) of 12.0%. The growth witnessed in the past is due to several reasons including increased use of mobile applications, burgeoning customer interactions within the BFSI sector, proliferation of IoT connections, heightened attention to customer compatibility issues, and the rise in call center touchpoint interactions by end-users.

What's the Long-Term Growth Forecast for the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Size Through 2029?
In the upcoming years, the market size for service quality management (sqm) and telco customer experience management (cem) is projected to experience fast-paced growth. By the year 2029, the market's estimated value will be $9.04 billion, showcasing a compound annual growth rate (CAGR) of 11.5%. This predicted growth during the forecast period can be credited to the projected increase in mobile operator services, rising need for technical support solutions, cloud-based solution expansions for more cost-efficient methods, adoption of open APIs for better network functionality, and a focus on fault and event management. The major anticipated trends for the forecast period include the integration of developing technologies, personalization guided by AI, automation and self-managed solutions, improved capabilities in data analytics, and an emphasis on proactive interaction with customers.

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What Are the Key Growth Drivers Fueling the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Expansion?
The proliferation of cloud-based solutions is set to boost the development of the service quality management (SQM) and telco customer experience management (CEM) market. Such solutions are services or software that are hosted and accessible over the internet as opposed to being run on local servers or computers. The rising acceptance of cloud-based solutions comes from their adaptability, scalability, and cost-effectiveness for businesses of varying sizes. They enhance SQM and telco CEM by enabling real-time data analysis, automation, and agile infrastructure for improved response time and bespoke service delivery. For example, a global survey conducted by Flexera, a US-based software company, in March 2024 found that over a quarter of the 753 respondents (29%) allocate over $12 million annually to cloud services, while a comparable proportion (22%) spend the same amount on Software as a Service (SaaS). The survey also revealed a marginal rise in the use of multi-cloud by organizations from 87% in 2022 to 89% in 2023. Furthermore, 61% of large enterprises employed multi-cloud security systems, while 57% utilized multi-cloud FinOps tools for cost optimization. As such, the increasing utilization of cloud-based solutions is fueling the growth of the SQM and telco CEM market.

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What Are the Key Trends Driving Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Growth?
Leading firms in the service quality management (SQM) and telecommunications customer experience management (CEM) sector are concentrating on creating novel WiFi service assurance systems. Their aim is to increase the reliability of the network, fine-tune its performance, and provide customers with an uninterrupted connectivity experience, thereby curtailing customer attrition and boosting overall satisfaction. WiFi service assurance systems are tools that oversee, scrutinize and enhance WiFi networks to guarantee superior connectivity and user experience. For example, in September 2024, AVSystem, a software services providing company situated in Poland, unveiled a new Customer Experience Management (CEM) Platform. This platform designed specifically to boost WiFi service assurance for Communication Service Providers (CSPs). The platform's goal is to enhance customer satisfaction and operational proficiency by tackling typical issues linked with WiFi connectivity. The CEM Platform offers a comprehensive outlook of both the access layer and the user's WiFi experience at home, enabling CSPs to proactively tackle problems before they evolve into customer grievances.

How Is the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Segmented?
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 Companies Are Leading the Charge in Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Innovation?
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.

Which Regions Are Leading the Global Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market in Revenue?
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.

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