01. Executive Summary 02. List of Abbreviations 03. Introduction 04. Market Research Methodology 04.1 Market Research Process 04.2 Research Design 04.3 Research Methodology 05. Scope of the Report 05.1 Market Overview 05.2 Product Offerings 06. Market Landscape 06.1 CRM Software Modules 06.2 CRM Solutions for the Telecom Sector 06.3 Telecom as a Segment of Global CRM Software Market 06.4 Market Size and Forecast 06.5 Market by Deployment Model 2012 06.6 Five Forces Analysis 07. Market Segmentation by Category 08. Geographical Segmentation 08.1 Telecom CRM Market in the Americas 2012-2016 Market Size and Forecast 08.2 Telecom CRM Market in the EMEA Region 2012-2016 Market Size and Forecast 08.3 Telecom CRM Market in the APAC Region 2012-2016 Market Size and Forecast 09. Key Leading Countries 09.1 USA 09.2 Germany 09.3 Japan 10. Vendor Landscape 10.1 Competitive Scenario 10.2 Market Share Analysis 2012 10.3 Other Prominent Vendors 11. Buying Criteria 12. Market Growth Drivers 13. Drivers and their Impact 14. Market Challenges 15. Impact of Drivers and Challenges 16. Market Trends 17. Key Vendor Analysis 17.1 Oracle Corp. Business Overview Key Information Business Segmentation SWOT Analysis 17.2 Amdocs Systems Inc. Business Overview Key Information Business Segmentation SWOT Analysis 17.3 SAP AG Business Overview Key Information Business Segmentation SWOT Analysis 17.4 Microsoft Corp. Business Overview Key Information Business Segmentation SWOT Analysis 17.5 Salesforce.com Inc. Business Overview Key Information Business Segmentation SWOT Analysis 18. Other Reports in this Series List of Exhibits Exhibit 1: Market Research Methodology Exhibit 2: CRM Software Modules Exhibit 3: CRM Solutions for the Telecom Sector Exhibit 4: Telecom as a Segment of Global CRM Software Market 2012 Exhibit 5: Telecom as a Segment of Global CRM Market 2012-2016 (percentage) Exhibit 6: Global Telecom CRM Market 2012-2016 (US$ billion) Exhibit 7: Global Telecom CRM Market by Deployment Model 2012 Exhibit 8: Global Telecom CRM Market by Deployment Model 2012-2016 (percentage) Exhibit 9: Global Telecom CRM Market by Category Segmentation 2012 Exhibit 10: Global Telecom CRM Market by Geographical Segmentation 2012 Exhibit 11: Telecom CRM market in the Americas 2012-2016 (US$ billion) Exhibit 12: Telecom CRM market in the EMEA Region 2012-2016 (US$ billion) Exhibit 13: Telecom CRM market in the APAC Region 2012-2016 (US$ billion) Exhibit 14: Global Telecom CRM Market by Vendor Segmentation 2012 Exhibit 15: Business Segmentation of Oracle Corp. Exhibit 17: Business Segmentation of Amdocs Systems Inc. Exhibit 18: Business Segmentation of SAP AG Exhibit 19: Business Segmentation of Microsoft Corp. Exhibit 20: Business Segmentation of Salesforce.com

Amdocs Systems Inc., Avaya Inc., Infor Global Solutions, Microsoft Corp., Oracle Corp., Salesforce.com Inc., SAP AG., Convergys Corp. and Huawei Investment and Holding Co.