Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Report 2026

Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Overview

• Service Quality Management (SQM) And Telco Customer Experience Management (CEM) market size has reached to $5.84 billion in 2025 • Expected to grow to $9.83 billion in 2030 at a compound annual growth rate (CAGR) of 10.6% • Growth Driver: Accelerated Growth Of Cloud-Based Solutions Is Driving The Service Quality Management And Telco Customer Experience Management Market • Market Trend: Innovations In Customer Service Management Software For Service Quality And Telco Customer Experience Enhancement • North America was the largest region in 2025 and Asia-Pacific is the fastest growing region.

What Is Covered Under Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?

Service quality management (SQM) is the systematic process of monitoring, evaluating, and enhancing the quality of services offered by a telecom company, while telco customer experience management (CEM) focuses on understanding, analyzing, and improving the overall satisfaction and perception of customers with the telecom services provided. SQM and telco CEM are essential components of a comprehensive customer-centric strategy aimed at delivering value and building lasting relationships with customers. The main types of service quality management (SQM) and telco customer experience management (CEM) products are enterprise feedback management (EFM), text analytics, speech analytics, and web analytics. Enterprise feedback management (EFM) refers to the systematic collection, management, and analysis of feedback from various stakeholders within an organization to drive improvements in products, services, and processes. These are utilized in various support systems, including internet service providers (ISPs), managed service providers (MSPs), and telecom service providers (TSP). Various channels are included, such as the company website, web, call mobile, center, branch, and social media, along with several end users, including small and medium businesses and enterprises.

What Is The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Growth Forecast?

The service quality management (sqm) and telco customer experience management (cem) market size is expected to see rapid growth in the next few years. It will grow to $9.83 billion in 2030 at a compound annual growth rate (CAGR) of 10.6%. The growth in the forecast period can be attributed to increasing investments in AI-powered customer experience platforms, rising demand for personalized telecom services, expansion of 5G network deployments, growing focus on churn reduction strategies, increasing adoption of cloud-native sqm solutions. Major trends in the forecast period include increasing adoption of AI-driven quality analytics, rising deployment of real-time customer experience monitoring tools, growing integration of omnichannel experience platforms, expansion of predictive service assurance solutions, enhanced focus on proactive network performance management.

Global Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Segmentation

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

What Is The Driver Of The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?

The growing adoption of cloud-based solutions is expected to propel the growth of the service quality management (SQM) and telco customer experience management (CEM) market going forward. Cloud-based solutions refer to software or services that are hosted and accessed over the Internet, rather than being installed and run on local computers or servers. Cloud-based solution adoption is rising due to its scalability, flexibility, and cost-effectiveness for businesses of all sizes. Cloud solutions enhance service quality management and telco customer experience management by providing real-time data analysis, automation, and agile infrastructure for improved responsiveness and personalized service delivery. For instance, in March 2024, according to a survey of 753 respondents worldwide conducted by Flexera, a US-based software company, over a quarter of respondents (29%) invested more than $12 million annually in cloud services, with a similar percentage (22%) spending the same amount on Software as a Service (SaaS). Respondents saw a slight increase in multi-cloud usage by organizations, up from 87% in 2022 to 89% in 2023. Additionally, 61% of large enterprises utilized multi-cloud security measures, while 57% implemented multi-cloud FinOps tools for cost optimization. Therefore, the growing adoption of cloud-based solutions is driving the growth of the service quality management (SQM) and telco customer experience management (CEM) industry.

Key Players In The Global 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

Global Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Trends and Insights

Major companies operating in the service quality management (SQM) and telco customer experience management (CEM) market are focused on developing innovative WiFi service assurance systems 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 that offers software services, launched a new Customer Experience Management (CEM) Platform, specifically designed to enhance WiFi service assurance for Communication Service Providers (CSPs). This platform aims to improve 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.

What Are Latest Mergers And Acquisitions In The Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?

In March 2024, Accenture PLC, an Ireland-based professional services company, acquired GemSeek for an undisclosed amount. The acquisition is expected to help Accenture enhance its capabilities to understand customers better through insights, analytics, and AI-powered predictive models. GemSeek is a UK-based customer experience analytics company that provides customer experience analytics (CEM) services.

Regional Insights

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 this market report are Asia-Pacific, South East Asia, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in this market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Taiwan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

What Defines the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market?

The service quality management (SQM) and telco customer experience management (CEM) market includes revenues earned by entities by providing services such as network performance monitoring, customer journey mapping, personalization, and service audits. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

How is Market Value Defined and Measured?

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

What Key Data and Analysis Are Included in the Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Report 2026?

The service quality management (sqm) and telco customer experience management (cem) market research report is one of a series of new reports from The Business Research Company that provides market statistics, including industry global market size, regional shares, competitors with the market share, detailed market segments, market trends and opportunities, and any further data you may need to thrive in the service quality management (sqm) and telco customer experience management (cem) industry. The market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future state of the industry.