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Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Size Outlook: How Fast Will Revenue Grow Through 2030?
The market for service quality management (sqm) and telco customer experience management (cem) has expanded considerably in recent years. Its value is projected to climb from $5.84 billion in 2025 to $6.57 billion by 2026, exhibiting a compound annual growth rate (CAGR) of 12.5%. Over the historical period, this growth can be attributed to factors such as an increasing mobile and broadband subscriber base, intensified competition among telecom operators, the proliferation of data-intensive services, a heightened dependence on network performance metrics, and the early adoption of analytics-driven service monitoring.
The service quality management (sqm) and telco customer experience management (cem) market size is anticipated to expand rapidly in the coming years. It is projected to reach $9.83 billion by 2030, showing a compound annual growth rate (CAGR) of 10.6%. This growth can be attributed to increasing investments in AI-powered customer experience platforms, a rising demand for personalized telecom services, the expansion of 5G network deployments, a growing focus on churn reduction strategies, and the increasing adoption of cloud-native sqm solutions. Major trends during this period include the increasing adoption of AI-driven quality analytics, a rising deployment of real-time customer experience monitoring tools, the growing integration of omnichannel experience platforms, the expansion of predictive service assurance solutions, and an enhanced focus on proactive network performance management.
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Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Expansion Supported By Key Demand Factors
The expanding uptake of cloud-based solutions is anticipated to drive forward the growth of the service quality management (SQM) and telco customer experience management (CEM) market. These solutions are defined as software or services hosted and accessed via the Internet, as opposed to being installed and operated on local hardware or servers. Their adoption is increasing because they offer scalability, flexibility, and cost-effectiveness across businesses of various sizes. Cloud offerings improve service quality management and telco customer experience management through real-time data analytics, automation capabilities, and flexible infrastructure, leading to better responsiveness and tailored service provision. As an illustration, a March 2024 global survey of 753 respondents by US-based software firm Flexera revealed that more than a quarter (29%) of participants spent over $12 million yearly on cloud services, with a comparable portion (22%) allocating the same sum to Software as a Service (SaaS). The survey also noted a modest rise in organizational multi-cloud utilization, rising from 87% in 2022 to 89% in 2023. Furthermore, 61% of large enterprises employed multi-cloud security measures, and 57% deployed multi-cloud FinOps tools for optimizing costs. Consequently, the increasing adoption of cloud-based solutions is acting as a primary driver for the expansion of the service quality management (SQM) and telco customer experience management (CEM) market.
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Segmentation And Category Breakdown
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), Telecom Service Providers (TSP)
3) By Channel: Company Website, Web, Call Mobile, Centre, 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
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Growth Trends Influencing Competitive Dynamics
Leading companies in the service quality management (SQM) and telco customer experience management (CEM) market are focused on developing innovative WiFi service assurance systems. These systems are designed to enhance network reliability, optimize performance, and deliver seamless connectivity experiences for customers, thereby reducing churn and improving overall satisfaction. WiFi service assurance systems are solutions that monitor, analyze, and optimize WiFi networks to ensure high-quality connectivity and user experience. For instance, in September 2024, AVSystem, a Poland-based company offering software services, launched a new Customer Experience Management (CEM) Platform. This platform was specifically designed to enhance WiFi service assurance for Communication Service Providers (CSPs) with the aim of improving customer satisfaction and operational efficiency by addressing common challenges associated with WiFi connectivity. The CEM Platform provides a comprehensive view of both the access layer and in-home WiFi experience, allowing CSPs to manage issues proactively before they escalate into customer complaints.
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Competitive Analysis Of Major Industry Participants
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
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#Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Largest Region: Which Geography Holds The Highest Market Share?
North America was the largest region in the service quality management (SQM) and telco customer experience management (CEM) market in 2025. 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, South East Asia, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
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Wasay has over a decade of experience in market research, data modelling, and analytics, with prior experience at GlobalData and Decision Tree Consulting Services. At The Business Research Company , he leads research operations across syndicated studies, customized consulting engagements, and the Global Market Model platform. His professional experience includes supporting organizations such as Boston Consulting Group, KPMG, and Ernst & Young. Wasay holds a degree in Electronics and Communications Engineering, postgraduate management qualifications from International Management Institute Belgium and Indian School of Business and Entrepreneurship, and completed the Integrated Program in Business Analytics from Indian Institute of Management Indore.