Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market (2025-2031) Outlook | Industry, Value, Share, Growth, Trends, Companies, Analysis, Revenue, Forecast & Size

Name: Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market (2025-2031) | Trends, Outlook & Forecast
Creator: 6Wresearch
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Market Forecast By Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics), By Provider Type (ISP, TSP, MSP), By Channel (Company website, Branch/store, Web, Call center, Mobile, Social media), By End User (Small and Medium Businesses (SMBs), Enterprises) And Competitive Landscape

Product Code: ETC4383687	Publication Date: Jul 2023	Updated Date: Aug 2025	Product Type: Report
Publisher: 6Wresearch	Author: Ravi Bhandari	No. of Pages: 85	No. of Figures: 45	No. of Tables: 25

malaysia service quality management sqm and telco customer experience management cem market overview

Malaysia telecommunication industry is witnessing a growing emphasis on service quality and customer experience management. As the demand for seamless connectivity and enhanced user experiences continues to rise, SQM and CEM solutions are becoming increasingly important for telecom operators.

Drivers of the Market

The SQM and CEM market in Malaysia are experiencing growth due to the heightened competition in the telecom industry and the increasing emphasis on customer-centric strategies. Providing a superior customer experience has become a crucial differentiator for telecom companies. The adoption of advanced analytics and AI-driven tools for monitoring and improving service quality is a significant driver. Moreover, the need to reduce customer churn and enhance loyalty is compelling telecom companies to invest in SQM and CEM solutions, further boosting market growth.

Challenges of the Market

The SQM and CEM market in Malaysia faces several challenges. Ensuring consistent service quality across diverse regions and user demographics is a complex task, often hindered by infrastructure limitations. Regulatory compliance and the need to meet customer expectations for a seamless experience pose ongoing challenges. Gathering and analyzing customer data to improve services while respecting data privacy laws is another delicate balance that service providers must navigate.

Covid-19 Impact of the Market

The COVID-19 pandemic heightened the significance of service quality and customer experience in the Malaysia SQM and Telco CEM market. With an increased reliance on digital services, customers placed greater emphasis on seamless, reliable, and personalized experiences. Service providers turned to advanced SQM and CEM solutions to monitor and enhance the quality of their services, as well as to gain deeper insights into customer preferences and behavior. The pandemic accelerated the adoption of AI-driven analytics and automation in SQM and CEM, enabling providers to proactively address customer needs. The market is poised for continued growth as providers prioritize customer-centric strategies in a rapidly evolving digital landscape.

Leading Players of the Market

In the Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, companies like Huawei, Ericsson, Nokia, and Amdocs are significant players. These companies offer solutions for monitoring and enhancing the quality of telecom services and customer experiences. Huawei and Ericsson, with their expertise in network and customer experience management, play pivotal roles in this market.

Key Highlights of the Report:

Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Outlook
Market Size of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, 2024
Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, 2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Revenues & Volume for the Period 2021-2031
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Trend Evolution
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Drivers and Challenges
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Price Trends
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Porter's Five Forces
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Industry Life Cycle
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Product Type for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By EFM for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Web Analytics for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Text Analytics for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Speech Analytics for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Provider Type for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By ISP for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By TSP for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By MSP for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Channel for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Company website for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Branch/store for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Web for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Call center for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Mobile for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Social media for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By End User for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Small and Medium Businesses (SMBs) for the Period 2021-2031
Historical Data and Forecast of Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume By Enterprises for the Period 2021-2031
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Import Export Trade Statistics
Market Opportunity Assessment By Product Type
Market Opportunity Assessment By Provider Type
Market Opportunity Assessment By Channel
Market Opportunity Assessment By End User
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Top Companies Market Share
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Competitive Benchmarking By Technical and Operational Parameters
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Company Profiles
Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Key Strategic Recommendations

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1 Executive Summary

2 Introduction

2.1 Key Highlights of the Report

2.2 Report Description

2.3 Market Scope & Segmentation

2.4 Research Methodology

2.5 Assumptions

3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Overview

3.1 Malaysia Country Macro Economic Indicators

3.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, 2021 & 2031F

3.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market - Industry Life Cycle

3.4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market - Porter's Five Forces

3.5 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume Share, By Product Type, 2021 & 2031F

3.6 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume Share, By Provider Type, 2021 & 2031F

3.7 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume Share, By Channel, 2021 & 2031F

3.8 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume Share, By End User, 2021 & 2031F

4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Dynamics

4.1 Impact Analysis

4.2 Market Drivers

4.2.1 Increasing demand for high-quality services in the telecommunications sector

4.2.2 Growing focus on customer experience as a key differentiator in the market

4.2.3 Technological advancements leading to the adoption of service quality management solutions

4.3 Market Restraints

4.3.1 Intense competition among service providers leading to pricing pressures

4.3.2 Regulatory challenges impacting the implementation of service quality management practices

4.3.3 Resistance to change within traditional telco companies hindering the adoption of customer experience management strategies

5 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Trends

6 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, By Types

6.1 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, By Product Type

6.1.1 Overview and Analysis

6.1.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Product Type, 2021-2031F

6.1.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By EFM, 2021-2031F

6.1.4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Web Analytics, 2021-2031F

6.1.5 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Text Analytics, 2021-2031F

6.1.6 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Speech Analytics, 2021-2031F

6.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, By Provider Type

6.2.1 Overview and Analysis

6.2.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By ISP, 2021-2031F

6.2.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By TSP, 2021-2031F

6.2.4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By MSP, 2021-2031F

6.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, By Channel

6.3.1 Overview and Analysis

6.3.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Company website, 2021-2031F

6.3.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Branch/store, 2021-2031F

6.3.4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Web, 2021-2031F

6.3.5 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Call center, 2021-2031F

6.3.6 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Mobile, 2021-2031F

6.3.7 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Social media, 2021-2031F

6.4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market, By End User

6.4.1 Overview and Analysis

6.4.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Small and Medium Businesses (SMBs), 2021-2031F

6.4.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenues & Volume, By Enterprises, 2021-2031F

7 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Import-Export Trade Statistics

7.1 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Export to Major Countries

7.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Imports from Major Countries

8 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Key Performance Indicators

8.1 Net Promoter Score (NPS) to measure customer loyalty and satisfaction levels

8.2 Customer Effort Score (CES) to gauge the ease of doing business with telco companies

8.3 First Call Resolution (FCR) rate to assess the efficiency of addressing customer issues

9 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market - Opportunity Assessment

9.1 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Opportunity Assessment, By Product Type, 2021 & 2031F

9.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Opportunity Assessment, By Provider Type, 2021 & 2031F

9.3 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Opportunity Assessment, By Channel, 2021 & 2031F

9.4 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Opportunity Assessment, By End User, 2021 & 2031F

10 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market - Competitive Landscape

10.1 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Revenue Share, By Companies, 2024

10.2 Malaysia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market Competitive Benchmarking, By Operating and Technical Parameters

11 Company Profiles

12 Recommendations

13 Disclaimer

Africa Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Asia Pacific Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Europe Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

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

Liberia Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Libya Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Liechtenstein Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Lithuania Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Luxembourg Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Middle East Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

North America Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market

Export potential assessment - trade Analytics for 2030

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By factoring in the projected importer demand gap that is currently unmet and could be potential opportunity, it identifies the potential for the Exporter (Country) among 190 countries, against the general trade analysis, which identifies the biggest importer or exporter.

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