Social Business Services in the Cloud: Market Analysis and Forecast 2015 - 2020




Published: June 2015   Pages: 184
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Overview:

Enterprise organizations are challenged with adopting optimized social business practices while integrating global teams, driving innovation, and increased productivity. The promise of Social Business Services in the Cloud is to transform customer information into a competitive advantage through a combination of insights and real-time customer experience/perceptions. Actionable information is derived through leveraging Big Data and related analytics.

This research provides an overall market analysis for small, mid-sized, and enterprise companies, which represents a market seen taking part in social business services. The report evaluates potential users of cloud service and includes a SWOT analysis, cloud social vendor analysis, market trends, and industry forecasts. The report also analyzes the technology and solution providers in certain key areas including marketing automation, social media monitoring, enterprise collaboration, web experience management, information governance, digital commerce, CRM and customer support, ECM and File sharing, and workforce management.

This report provides market projections for global social cloud business applications and by industry segments mentioned above. All purchases of Mind Commerce reports includes time with an expert analyst who will help you link key findings in the report to the business issues you're addressing. This needs to be used within three months of purchasing the report.

Target Audience:

  • Telecom service providers
  • Business services companies
  • Social networking companies
  • Cloud infrastructure companies
  • Enterprise companies in all verticals
  • Social and cloud application developers

Table of Contents:

1.0 EXECUTIVE SUMMARY 
2.0 OVERVIEW 
2.1 WHAT IS SOCIAL BUSINESS? 
2.2 SOCIAL BUSINESS SERVICES AND SAAS SOLUTION 
2.3 CLOUD CONVERGENCE WITH SOCIAL TECHNOLOGIES 
2.4 CLOUD SOLUTION DEVELOPMENT FOR SOCIAL BUSINESS 
2.5 MOBILE, WEARABLE AND ANALYTICS 
2.6 SECURITY COMPLIANCE AND NEW STAKEHOLDERS 
2.7 SOCIAL CUSTOMER 
2.8 ENTERPRISE SOCIAL ADOPTION 
2.9 CLOUD SOCIAL COLLABORATION 
2.10 SUCCESS PRINCIPLES OF SOCIAL BUSINESS 
2.10.1 RECOGNIZE SOCIAL TECHNOLOGY 
2.10.2 BUILDING SUCCESS ARCHITECTURE 
2.10.3 MULTISTEP APPROACH 
2.10.4 TREAT USERS FIRST 
2.10.5 STRATEGIC THOUGHT APPROACH 
2.11 SOCIAL ENTERPRISE DEPLOYMENT AND CHALLENGES TO ADDRESS 
2.12 BUILDING BLOCK TECHNIQUES 
2.13 IMPROVING ENTERPRISE SOCIAL CAPABILITIES 
2.14 ASSESSING ENTERPRISE SOCIAL CAPABILITIES 
2.15 EFFECTIVENESS OF SOCIAL BUSINESS CAPABILITIES 
2.15.1 BUSINESS CHALLENGE 
2.15.2 SOCIAL CAPABILITIES 
2.15.3 BUSINESS OUTCOMES 
2.15.4 INDUSTRY NUANCES 
2.15.5 TECHNICAL CHALLENGES 
2.16 SWOT ANALYSIS 
2.16.1 STRENGTHS & OPPORTUNITIES 
2.16.2 WEAKNESSES & THREATS 
2.17 INDUSTRY VERTICAL 
3.0 TECHNOLOGY, APPLICATION AND PROVIDER 
3.1 MARKETING AUTOMATION 
3.1.1 MARKETO 
3.1.2 PARDOT 
3.1.3 ELOQUA 
3.1.4 CUSTOMER.IO 
3.1.5 HUBSPOT 
3.1.6 ADROLL 
3.1.7 PICA9 
3.1.8 CANTERRIS 
3.1.9 BREMY 
3.1.10 OUTMARKET 
3.1.11 BUSSBUILDER PRO 
3.1.12 SALESFUSION 
3.1.13 GENOO 
3.1.14 BIZIBLE 
3.1.15 ETRIGUE 
3.1.16 ALLOCADIA 
3.1.17 SALES ENGINE INTERNATIONAL 
3.1.18 ONTRAPORT 
3.1.19 LEADSQUARED 
3.1.20 MARCOMCENTRAL 
3.1.21 AMBASSADOR 
3.1.22 INTEGRATE 
3.1.23 BRANDMAKER 
3.1.24 BUZZPORTAL 
3.1.25 ACTIVE CONVERSATION 
3.1.26 COMMUNIGATOR 
3.1.27 AGILLIC 
3.1.28 APRIX SOLUTIONS 
3.1.29 DISTRIBION 
3.1.30 SALESFORMICS 
3.1.31 ELATERAL 
3.1.32 CASCADE 
3.1.33 GRAVITY FACTOR 
3.1.34 BRONTO 
3.1.35 GREENROPE 
3.1.36 IFBYPHONE 
3.1.37 NEXTBEE 
3.1.38 ZOHO 
3.1.39 ACTIVECAMPAIGN 
3.1.40 CONSTANTCONTACT 
3.1.41 MAILCHIMP 
3.1.42 ASANA 
3.1.43 GLIFFY 
3.1.44 JUMPLEAD 
3.1.45 SIMPLYCAST 
3.1.46 DRIP 
3.1.47 KENTICO 
3.1.48 LEADSIUS 
3.1.49 KAHUNA 
3.1.50 DEMANDBASE 
3.2 SOCIAL MEDIA MANAGEMENT & MONITORING 
3.2.1 SUGARCRM 
3.2.2 MARKETO 
3.2.3 PIPELINEDEALS 
3.2.4 SALESFORCE.COM SERVICE CLOUD 
3.2.5 SALESFORCE MARKETING CLOUD 
3.2.6 ZIPWIRE 
3.2.7 SALESOUTLOOK CRM 
3.2.8 SMARTTOUCH 
3.2.9 CALLIDUSCLOUD MARKETING AUTOMATION 
3.2.10 PROPERTYBASE 
3.3 ENTERPRISE COLLABORATION & SOCIAL 
3.3.1 CO-OP 
3.3.2 CYN.IN 
3.3.3 CUBETREE 
3.3.4 HASHWORK 
3.3.5 JAIKU 
3.3.6 OBAYOO 
3.3.7 PRESENT.LY 
3.3.8 QONTEXT 
3.3.9 SHARETRONIX 
3.3.10 SNIPIA 
3.3.11 SOCIALCAST 
3.3.12 SOCIALTEXT 
3.3.13 SOCIALWOK 
3.3.14 STATUS.NET 
3.3.15 YAMMER
3.4 WEB EXPERIENCE MANAGEMENT 
3.4.1 ADOBE EXPERIENCE MANAGER 
3.4.2 ZENDESK 
3.4.3 IBM TEALEAF 
3.4.4 SATMETRIX 
3.4.5 RESPONSETEK 
3.4.6 CLICKTALE 
3.4.7 KANA 
3.4.8 CLARABRIDGE 
3.4.9 SAS 
3.4.10 GEMIUS 
3.4.11 HUBSPOT 
3.4.12 MEDALLIA 
3.4.13 MAXYMISER 
3.4.14 USERZOOM 
3.4.15 UX360 
3.4.16 USABILITYTOOLS 
3.4.17 EKTRON 
3.4.18 EZPUBLISH 5 
3.4.19 HIPPO CMS 7.8 
3.4.20 SDL 
3.4.21 OPENTEXT 
3.4.22 KENTICO 
3.4.23 DRUPAL 
3.4.24 COREMEDIA 
3.4.25 SITECORE 
3.5 INFORMATION GOVERNANCE 
3.5.1 ACAVEO 
3.5.2 OSTIA 
3.5.3 RELTIO 
3.6 DIGITAL COMMERCE 
3.6.1 ABILITY COMMERCE 
3.6.2 BIG COMMERCE 
3.6.3 INTUIT ECOMMERCE 
3.6.4 SHOPIFY 
3.6.5 VENDIO 
3.7 CRM & CUSTOMER SUPPORT 
3.7.1 SUPPORTCENTER PLUS 
3.7.2 ISUPPORT 
3.7.3 BLAZEDESK 
3.7.4 C-DESK 
3.7.5 ACT! 
3.7.6 NABD 
3.7.7 FUZE SUITE 
3.7.8 LIVECHAT 
3.7.9 ESERVIZ 
3.7.10 HAPPYFOX 
3.7.11 MYTIPS 
3.7.12 LIVEHELPNOW SUITE 
3.7.13 MIGHTYCALL 
3.7.14 CHATAROO 
3.7.15 CUSTOMANSWERS CRM 
3.7.16 ALWAYSUPPORT 
3.7.17 CHAT INTERFACE FOR OPERATOR 
3.7.18 NICKELLED 
3.7.19 OXYGEN SERVICE DESK 
3.7.20 ZOHO SURVEY 
3.7.21 CUSTOMER SUPPORT SUITE 
3.7.22 BOLDCHAT 
3.7.23 ACHIEVER CRM 
3.7.24 ACTIVATE 
3.7.25 AGENDIZE 
3.7.26 AGI SELF SERVICE 
3.7.27 ALTITUDE UCI SUITE 
3.7.28 ANY REQUEST 
3.7.29 AURIC PROSPECTOR 
3.7.30 BAMBOO CRICKET 
3.7.31 BEETRACK 
3.7.32 BRAND EMBASSY 
3.7.33 CARECALL 
3.7.34 CASENGO 
3.7.35 CCS CUSTOMER SERVICE 
3.7.36 CINCOM SYNCHRONY 
3.7.37 CLICKDESK 
3.7.38 CLOSE SUPPORT 
3.7.39 CLOUD 9 SUPPORT 
3.7.40 COGNITIVE VIRTUAL ASSISTANT 
3.7.41 COMARCH NGSF 
3.7.42 COMM100 HELP DESKVIEW PROFILE 
3.7.43 COMMUNICATIONS CENTER 
3.7.44 CONSUMER RELATIONSHIP SYSTEM 
3.7.45 CONVERSOCIAL 
3.7.46 COVEO FOR CUSTOMER SERVICE & CRM 
3.7.47 CRM EXPRESS 
3.7.48 CRMDESK 
3.7.49 CRMUNLEASHED 
3.7.50 CUSTOMER CENTRIC FRAMEWORK 
3.7.51 CUSTOMER EXPERIENCE MANAGEMENT 
3.7.52 CUSTOMER SERVICE HELP DESK 
3.7.53 CUSTOMERFIRST 
3.7.54 E-TRACK 
3.7.55 ECOMMSOURCE 
3.7.56 EGAIN SUITE 
3.7.57 EPTICA ENTREPRISE SUITE 
3.8 ECM & FILE SHARING 
3.8.1 ACRONIS ACTIVECHO 
3.8.2 CITRIX SHAREFILE 
3.8.3 DRUVA INSYNC 
3.8.4 EGNYTE BUSINESS FILE SHARING 
3.8.5 EMC SYNCPLICITY 
3.8.6 HYLAND SOFTWARE 
3.8.7 IBM 
3.8.8 MICROSOFT 
3.8.9 OPENTEXT 
3.8.10 PERCEPTIVE SOFTWARE 
3.8.11 HUDDLE 
3.8.12 OXYGEN CLOUD 
3.9 WORKFORCE MANAGEMENT 
3.9.1 CHETU 
3.9.2 CERIDIAN 
3.9.3 ORACLE 
3.9.4 SAP/SUCCESSFACTORS 
3.9.5 IBM / KENEXA 
3.9.6 INFOR 
3.9.7 ULTIMATE SOFTWARE 
3.9.8 WORKDAY 
3.9.9 PEOPLEFLUENT 
3.9.10 ADP 
3.9.11 SILKROAD 
3.9.12 SABA 
3.9.13 FINANCIALFORCE HCM 
3.9.14 HRSOFT 
3.9.15 LUMESSE 
3.9.16 KRONOS 
3.9.17 SUMTOTAL SYSTEMS 
3.9.18 HALOGEN 
3.9.19 CORNERSTONE ONDEMAND 
3.9.20 BENEFITFOCUS EENROLLMENT 
3.9.21 PAYCOM 
3.9.22 PAYLOCITY 
4.0 MARKET PROJECTIONS 2015 – 2020 
4.1 GLOBAL SOCIAL CLOUD BUSINESS APPLICATION MARKET 2015 – 2020 
4.2 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY INDUSTRY SEGMENT 2015 - 2020 
4.3 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY DEVELOPMENT PLATFORM 2015 – 2020 
4.4 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY BUSINESS MODEL 2015 – 2020 
4.5 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY GEOGRAPHIC SEGMENT 2015 – 2020 
4.6 ENTERPRISE ADOPTION RATE OF SOCIAL BUSINESS SERVICES 2015 - 2020 
4.7 SOCIAL BUSINESS APPLICATION MAJOR VENDOR REVENUE FORECAST 2015 – 2020 
5.0 ECOSYSTEM ANALYSIS 
5.1 VENDOR 
5.2 CLOUD SERVICE PROVIDERS 
5.3 SOCIAL MEDIA NETWORK 
5.4 END USER 
5.5 SOFTWARE MANUFACTURER 
5.6 GOVERNMENT 
5.7 TELECOMMUNICATION 
6.0 VENDOR ANALYSIS 
6.1 IBM 
6.1.1 IBM SMARTCLOUD 
6.1.2 IBM SMARTCLOUD ORCHESTRATOR 
6.1.3 IBM CONNECTIONS AND IBM NOTES AND DOMINO SOCIAL EDITION 9 
6.1.4 SWOT ANALYSIS 
6.2 SALESFORCE 
6.2.1 CHATTER 
6.2.2 SALESFORCE SOCIAL CRM 
6.3 MICROSOFT 
6.3.1 MICROSOFT OFFICE 365 AND CONNECTED EXPERIENCE 
6.3.2 PUBLIC CLOUD - WINDOWS AZURE 
6.3.3 PRIVATE CLOUD - WINDOWS SERVER AND SYSTEMS CENTER 
6.3.4 MICROSOFT DYNAMICS CRM ONLINE 
6.3.5 SHAREPOINT 2013 
6.3.6 MICROSOFT SKYDRIVE 
6.3.7 ORANGE AND MICROSOFT CLOUD PARTNERSHIP CASE 
6.4 YAMMER 
6.4.1 YAMMER AND OFFICE 365 
6.4.2 YAMMER AND SHAREPOINT SERVER 
6.4.3 SWOT ANALYSIS 
6.5 NEWSGATOR 
6.5.1 SUCCESS CASE WITH ACCENTURE 
6.5.2 SUCCESS CASE WITH CME FEDERAL CREDIT UNION 
6.5.3 SUCCESS CASE WITH AMERICAN FAMILY INSURANCE 
6.6 JIVE
6.6.1 JIVE SOCIAL BUSINESS PLATFORM 
6.6.2 SWOT ANALYSIS 
6.6.3 SUCCESS CASE OF JIVE SOCIAL INTRANET WITH ALCATEL-LUCENT
6.6.4 SUCCESS CASE WITH LIVEPERSON 
6.7 TELLIGENT 
6.7.1 SUCCESS CASE WITH DELL 
6.8 SOCIALTEXT 
6.8.1 SWOT ANALYSIS 
6.9 MZINGA 
6.9.1 MZINGA OMNISOCIAL 
6.10 COMMUNISPACE 
6.10.1 FULL-SERVICE SOLUTION 
6.10.2 BULLYING PREVENTION CAMPAIGN CASE 
6.11 LITHIUM 
6.11.1 LITHIUM SOCIAL WEB: THE SOCIAL CUSTOMER EXPERIENCE PLATFORM 
6.11.2 SOCIAL SOLUTIONS FOR MARKETING, COMMERCE AND SUPPORT 
6.12 SUCCESSFACTORS: AN SAP COMPANY 
6.12.1 SUCCESSFACTORS BIZX SUITE 
6.12.2 SUCCESS CASE WITH SIEMENS 
6.13 CITRIX 
6.13.1 GOTO CLOUD SERVICES 
6.14 ORACLE SOCIAL SERVICES 
6.15 SABA POOPLE CLOUD 
6.16 CISCO WEBEX SOCIAL 
6.16.1 SWOT ANALYSIS 
6.17 POKESHOT///SMZ 
6.17.1 PUBLIC SECTOR COMMUNITY 
6.17.2 POKESHOT///SMARTERPATH 
6.17.3 TRANSLATION MANAGER 
6.17.4 SOCIAL CONNECTOR FOR CISCO, SAMETIME AND LOTUS NOTES 
6.17.5 SECURITY EXTENSION 
7.0 CASE STUDY ANALYSIS OF SUCCESS SCENARIOS 
7.1 LINKEDIN ONLINE RECRUITMENT BUSINESS 
7.2 FACEBOOK AND TWITTER CASE AS ENABLER 
7.3 RESTAURANT BUSINESS CASE ON PT BAMBU DESA 
7.4 SATEL OY AND FORD CASE 
7.5 CLIMATE ASIA PACIFIC CASE 
7.6 OXFAM CASE ON ADVOCACY THROUGH SOCIAL MEDIA 
7.7 ASSIST CASE ON SOCIAL CAPACITY BUILDING 
7.8 FERRING ITALY SPA IMPLEMENTATION CASE 
8.0 CONCLUSIONS AND RECOMMENDATIONS 
8.1 RECOMMENDATION FOR VENDORS 
8.2 RECOMMENDATION FOR ORGANIZATIONS 

Figures

Figure 1: Reasons of Cloud Computing Adoption to Social Businesses 
Figure 2: Social Customer Conversion Ecosystem 
Figure 3: Building Block Techniques for Social Business Capabilities 
Figure 4: Social Collaboration Component and Business Activities Part 1 
Figure 5: Social Collaboration Component and Business Activities Part 2 
Figure 6: Social Collaboration Component and Business Activities Part 3 
Figure 7: Parameters to Assess Social Business Capabilities 
Figure 8: Sample List of Business Outcomes 
Figure 9: Industry vs. Nuance 
Figure 10: Major Obstacles of Cloud Based Social Business Services 
Figure 11: Global Social Cloud Bus App Market by Enterprise Spend 2015 – 2020 
Figure 12: Enterprise Social Business App at Least One 2015 – 2020 
Figure 13: Vendor in Social Business Services in Cloud Ecosystem 
Figure 14: Engagement Ratios by Internal, External, and Unified Social Network 
Figure 15: Market Share of Major Social Networking Media 
Figure 16: IBM’s Investment for Business Partner Growth 
Figure 17: SaleForce Solution Dimensions for Social Business 
Figure 18: Salesforce Chatter Dynamic Interface 
Figure 19: Upcoming Enhanced Experience with Yammer Social & Office 365 
Figure 20: Jive Social Business Platform 
Figure 21: Full-Service Solution Sketch 
Figure 22: Interface of Bullying Prevention Campaign Site 
Figure 23: Lithium Social Customer Experience Platform 

Tables

Table 1: Global Social Cloud Business App Market by Segment 2015 – 2020 
Table 2: Social Cloud Business App Market by Major Functions 2015 – 2020 
Table 3: Social Cloud Bus App Market by Desktop, Mobile & Platform 2015 – 2020 
Table 4: Social Cloud Business App Market SaaS vs. PaaS Model 2015 – 2020 
Table 5: Social Cloud Business App Market Region 2015 – 2020 
Table 6: Social Business App Major Vendor Revenue Projection 2015 – 2020 
Table 7: Government Cost Reduction due to Social Cloud Business 2015 – 2018 


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