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Asia Pacific Contact Center Applications Market CY 2009
Frost & Sullivan, October 2010, Pages: 178
The Asia Pacific Contact Center Applications Market CY 2009 study segments the contact center applications market across 14 countries in APAC by 8 different application segments including ACD, CTI, IVR, Outbound, Call Monitoring, WFM, Speech and Multimedia applications, providing market sizing and market share by application, by country. Trends are also provided based on technology adoption and adoption across different industry sectors as well as by size of contact centers. Market drivers, restraints and challenges are also discussed for each country in APAC.
Research Overview
This Frost & Sullivan research service titled Asia Pacific Contact Center Applications Market CY 2009 provides market trends, drivers, restraints, market share and sizing across 14 countries in the region. In this research, Frost & Sullivan's expert analysts thoroughly examine the following technologies: automatic call distribution/computer telephony integration (ACD/CTI), interactive voice response (IVR), call monitoring/workforce management (CM/WFM) systems, outbound, speech technologies, and multimedia.
This analysis is available through our Contact Centers Growth Partnership Services program. With continuous access to intelligence and resources from all seven perspectives of the Complex Business Universe, the Growth Partnership Services program ensures that you and your Growth Team™ are able to maintain a 360 Degree Perspective of the market. This comprehensive, objective information allows your company to mitigate risk, identify new opportunities, and drive effective strategies for growth.
Market Overview
Asia Pacific Contact Center Applications Market Significantly Impacted by Global Economic Slowdown
Contact center spending took a hit across the region in 2009. Some markets maintained investments in customer-facing applications, while others suffered cutbacks and freezes on technology spending. The expanding customer base for banking and telecom sectors in China and India has spurred demand for self-service applications. Hosted contact center and self-service applications have gained traction, as they help contain costs. A demand upswing from small and medium enterprises (SMEs) in verticals such as government, retail, travel, and hospitality has spurred growth in the Asia Pacific region. Domestic demand from some markets in the region helped to offset the decline at an Asia Pacific level. Domestic demand in the smaller markets such as Vietnam and Indonesia remains largely untapped. These markets are likely to contribute significantly in the future, as competition intensifies and the focus on customer service increases. “Domestic demand has been particularly important in underpinning the market’s performance this year,” notes the analyst of this research service. “The tide of IP migrations and the strong growth potential of the unsaturated markets in the region have been responsible for mitigating some of the losses suffered due to the global financial crisis.”
The economic downturn impacted spending in the banking and financial services and insurance (BFSI) sector as well as in many enterprises in the Asia Pacific. The slump in outsourcing demand from the United States and Europe affected hubs such as India and the Philippines. Cutback in technology spending due to the economic climate in 2009 was a major cause for the contact center applications market’s poor performance. As the effects of the slowdown trickled down from BFSI to other verticals, outsourcing from the west as well as domestic spending was reined in. Low migration levels to full IP environments invariably due to budget cuts and security concerns had restrained market momentum. Mature markets such as Japan, South Korea, and Australia offer limited scope for organic growth.
As the world economy enters a protracted phase of recovery, spending will resume and the markets will return to growth. However, intensifying focus on cost-saving and boosting productivity will persist. This means that segments such as agent performance optimization, self-service, analytics, and hosted applications will see increased growth in the future. “As hosted contact center solutions see strong traction in some markets in Asia Pacific, a snowball effect is expected in other markets in the region as enterprises opt for the pay-per-use model over the high cost of purchase of advanced applications,” says the analyst. “Hosted solutions have already made inroads into ANZ, India, Japan, and the Philippines.”
Technologies
The following technologies are covered in this research:
- Automatic call distribution/computer telephony integration (ACD/CTI)
- Call monitoring/workforce management (CM/WFM) systems
- Interactive voice response (IVR)
- Outbound
- Speech technologies
- Multimedia
- 1. Executive Summary
- 2. Market Definitions
- 3. Asia Pacific Contact Center Applications Market
- 4. Australia Contact Center Applications Market
- 5. China Contact Center Applications Market
- 6. Hong Kong Contact Center Applications Market
- 7. India Contact Center Applications Market
- 8. Indonesia Contact Center Applications Market
- 9. Japan Contact Center Applications Market
- 10. Malaysia Contact Center Applications Market
- 11. New Zealand Contact Center Applications Market
- 12. Philippines Contact Center Applications Market
- 13. Singapore Contact Center Applications Market
- 14. South Korea Contact Center Applications Market
- 15 Taiwan Contact Center Applications Market
- 16 Thailand Contact Center Applications Market
- 17 Vietnam Contact Center Applications Market
List of Figures
- Contact Center Applications Market: CAGR by Application (Asia Pacific), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Asia Pacific), 2009
- Contact Center Applications Market: Competitive Highlights (Asia Pacific), 2009
- Contact Center Applications Market: CAGR by Application (Australia), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Australia), 2009
- Contact Center Applications Market: Competitive Highlights (Australia), 2009
- Contact Center Applications Market: CAGR by Application (China), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (China), 2009
- Contact Center Applications Market: Competitive Highlights (China), 2009
- Contact Center Applications Market: CAGR by Application (Hong Kong), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Hong Kong), 2009
- Contact Center Applications Market: Competitive Highlights (Hong Kong), 2009
- Contact Center Applications Market: CAGR by Application (India), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (India), 2009
- Contact Center Applications Market: Competitive Highlights (India), 2009
- Contact Center Applications Market: CAGR by Application (Indonesia), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Indonesia), 2009
- Contact Center Applications Market: Competitive Highlights (Indonesia), 2009
- Contact Center Applications Market: CAGR by Application (Japan), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Japan), 2009
- Contact Center Applications Market: Competitive Highlights (Japan), 2009
- Contact Center Applications Market: CAGR by Application (Malaysia), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Malaysia), 2009
- Contact Center Applications Market: Competitive Highlights (Malaysia), 2009
- Contact Center Applications Market: CAGR by Application (New Zealand), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (New Zealand), 2009
- Contact Center Applications Market: Competitive Highlights (New Zealand), 2009
- Contact Center Applications Market: CAGR by Application (Philippines), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Philippines), 2009
- Contact Center Applications Market: Competitive Highlights (Philippines), 2009
- Contact Center Applications Market: CAGR by Application (Singapore), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Singapore), 2009
- Contact Center Applications Market: Competitive Highlights (Singapore), 2009
- Contact Center Applications Market: CAGR by Application (South Korea), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (South Korea), 2009
- Contact Center Applications Market: Competitive Highlights (South Korea), 2009
- Contact Center Applications Market: CAGR by Application (Taiwan), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Taiwan), 2009
- Contact Center Applications Market: Competitive Highlights (Taiwan), 2009
- Contact Center Applications Market: CAGR by Application (Thailand), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Thailand), 2009
- Contact Center Applications Market: Competitive Highlights (Thailand), 2009
- Contact Center Applications Market: CAGR by Application (Vietnam), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Vietnam), 2009
- Contact Center Applications Market: Competitive Highlights (Vietnam), 2009
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