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Asia Pacific Contact Center Services Market CY 2009
Description:
This research deliverable discusses the contact center services market in the Asia Pacific region. Six regions are examined: Australia and New Zealand, Greater China, India, Japan, South Korea and ASEAN. Market trends, sizing and forecasting are included for each region. Pricing and forecast trends are listed and market drivers and restraints are examined. A services split in terms of consulting, implementation and maintenance is provided, as well as adoption trends by verticals and horizontals. Key channels are also profiled is each region
Research Overview
This Frost & Sullivan research service titled Asia Pacific Contact Center Services Market CY 2009 provides market trends, drivers, restraints, market shares, and channel profiles across six regions. In this research, Frost & Sullivan's expert analysts thoroughly examine the following markets: consulting services, implementation /integration services, and maintenance.
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
Increasing Focus on Customer Service Helps Contact Center Services Market Break the Stranglehold of the Economic Downturn
The global economic slowdown had put the brakes on the Asia Pacific contact center services market, as investments had dried up, causing the market to shrink by 10.5 percent in 2009 over 2008. However, the rising presence of multinationals and focus on customer service have swung things in favor of the market. The market is expected to grow at a compound annual growth rate (CAGR) of 11.5 percent to reach $616.6 million in 2016.The rapid move toward IP migration in some of the more developed markets has aided the uptake of professional services and adoption of advanced applications. The fast development of IP infrastructure in the region, along with the growing interest in IP-based contact center solutions has created an opportunity for the provision of consulting and implementation services in addition to the existing maintenance deals. “IP migration, coupled with the consolidation of contact centers, is driving demand for implementation and integration services,” says the analyst of this research. “Consulting services are in the emerging phase in the region, with greater adoption seen in mature markets where deployments are often more complex.”
The notion that customer service operations should not be considered merely a pure cost center but a strategic investment is taking hold across the Asia Pacific region. The perception of premium services such as consulting and professional services as expensive often restrains adoption in the region, particularly in the mid-market. Declining margins and price points for maintenance services in an increasingly competitive market also hamper growth. “Nevertheless, the developing markets in the Asia Pacific are witnessing high domestic demand,” notes the analyst. “As local enterprises grow and the value of customer service becomes evident, the complexity of deployments and the need for an enhanced level of accompanying services will be heightened.”
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
By Service
- Consulting services
- Implementation /integration services
- Maintenance
By Application
- Automatic call distribution/Computer telephony integration (ACD/CTI)
- Integrated voice response (IVR)
- Outbound
- Speech technologies
- Multimedia
Research Overview
This Frost & Sullivan research service titled Asia Pacific Contact Center Services Market CY 2009 provides market trends, drivers, restraints, market shares, and channel profiles across six regions. In this research, Frost & Sullivan's expert analysts thoroughly examine the following markets: consulting services, implementation /integration services, and maintenance.
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
Increasing Focus on Customer Service Helps Contact Center Services Market Break the Stranglehold of the Economic Downturn
The global economic slowdown had put the brakes on the Asia Pacific contact center services market, as investments had dried up, causing the market to shrink by 10.5 percent in 2009 over 2008. However, the rising presence of multinationals and focus on customer service have swung things in favor of the market. The market is expected to grow at a compound annual growth rate (CAGR) of 11.5 percent to reach $616.6 million in 2016.The rapid move toward IP migration in some of the more developed markets has aided the uptake of professional services and adoption of advanced applications. The fast development of IP infrastructure in the region, along with the growing interest in IP-based contact center solutions has created an opportunity for the provision of consulting and implementation services in addition to the existing maintenance deals. “IP migration, coupled with the consolidation of contact centers, is driving demand for implementation and integration services,” says the analyst of this research. “Consulting services are in the emerging phase in the region, with greater adoption seen in mature markets where deployments are often more complex.”
The notion that customer service operations should not be considered merely a pure cost center but a strategic investment is taking hold across the Asia Pacific region. The perception of premium services such as consulting and professional services as expensive often restrains adoption in the region, particularly in the mid-market. Declining margins and price points for maintenance services in an increasingly competitive market also hamper growth. “Nevertheless, the developing markets in the Asia Pacific are witnessing high domestic demand,” notes the analyst. “As local enterprises grow and the value of customer service becomes evident, the complexity of deployments and the need for an enhanced level of accompanying services will be heightened.”
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
By Service
- Consulting services
- Implementation /integration services
- Maintenance
By Application
- Automatic call distribution/Computer telephony integration (ACD/CTI)
- Integrated voice response (IVR)
- Outbound
- Speech technologies
- Multimedia
Contents:
- 1. Market Definitions
- 2. Asia Pacific Contact Center Services Market
- 3. Australia & New Zealand Contact Center Services Market
- 4. Greater China Contact Center Services Market
- 5. India Contact Center Services Market
- 6. Japan Contact Center Services Market
- 7. South Korea Contact Center Services Market
- 8. ASEAN Contact Center Services Market
- 9. About Frost & Sullivan
List of Figures
- Contact Center Services Market: Market Definition (Asia Pacific), 2009
- Contact Center Services Market: Market Engineering Measurements (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (Asia Pacific), 2009
- Contact Center Services Market Summary: Revenue Contribution by Region (Asia Pacific), 2009
- Contact Center Services Market: Revenue Forecasts (Asia Pacific), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (Asia Pacific), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (Asia Pacific), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (Asia Pacific), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Networks (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Agile NZ (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – AGC Networks (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Bridgetec (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – CTC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Datacraft Asia (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Digital China (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – eSoon (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hanmac Soft (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hansol Inticube (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – HCL (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Huapu (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – IBM (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Integ (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Jebsen & Jebsen (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MKI (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MPC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NEC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Nexus (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NSC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – S&I (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Spectra (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Teledata (Asia Pacific), 2009
- Contact Center Services Market: Market Engineering Measurements (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (ANZ), 2009
- Contact Center Services Market: Revenue Forecasts (ANZ), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (ANZ), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (ANZ), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (ANZ), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Networks (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Agile NZ (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Integ (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NSC (ANZ), 2009
- Contact Center Services Market: Market Engineering Measurements (Greater China), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (Greater China), 2009
- Contact Center Services Market: Revenue Forecasts (Greater China), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (Greater China), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (Greater China), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (Greater China), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – Digital China (Greater China), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – eSoon (Greater China), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Huapu (Greater China), 2009
- Contact Center Services Market: Market Engineering Measurements (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (India), 2009
- Contact Center Services Market: Revenue Forecasts (India), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (India), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (India), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (India), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Wipro (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – AGC Networks (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Datacraft (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – HCL (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – IBM (India), 2009
- Contact Center Services Market: Market Engineering Measurements (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (Japan), 2009
- Contact Center Services Market: Revenue Forecasts (Japan), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (Japan), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (Japan), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (Japan), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – CTC (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MKI (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NEC (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – S&I (Japan), 2009
- Contact Center Services Market: Market Engineering Measurements (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (South Korea), 2009
- Contact Center Services Market: Revenue Forecasts (South Korea), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (South Korea), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (South Korea), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (South Korea), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – Bridgetec (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hanmac Soft (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hansol Inticube (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MPC (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Nexus (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Spectra (South Korea), 2009
- Contact Center Services Market: Market Engineering Measurements (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (ASEAN), 2009
- Contact Center Services Market: Revenue Forecasts (ASEAN), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (ASEAN), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (ASEAN), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (ASEAN), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Networks (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Datacraft Asia (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Jebsen & Jebsen (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Teledata (ASEAN), 2009
- 2. Asia Pacific Contact Center Services Market
- 3. Australia & New Zealand Contact Center Services Market
- 4. Greater China Contact Center Services Market
- 5. India Contact Center Services Market
- 6. Japan Contact Center Services Market
- 7. South Korea Contact Center Services Market
- 8. ASEAN Contact Center Services Market
- 9. About Frost & Sullivan
List of Figures
- Contact Center Services Market: Market Definition (Asia Pacific), 2009
- Contact Center Services Market: Market Engineering Measurements (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (Asia Pacific), 2009
- Contact Center Services Market Summary: Revenue Contribution by Region (Asia Pacific), 2009
- Contact Center Services Market: Revenue Forecasts (Asia Pacific), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (Asia Pacific), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (Asia Pacific), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (Asia Pacific), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Networks (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Agile NZ (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – AGC Networks (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Bridgetec (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – CTC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Datacraft Asia (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Digital China (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – eSoon (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hanmac Soft (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hansol Inticube (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – HCL (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Huapu (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – IBM (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Integ (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Jebsen & Jebsen (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MKI (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MPC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NEC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Nexus (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NSC (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – S&I (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Spectra (Asia Pacific), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Teledata (Asia Pacific), 2009
- Contact Center Services Market: Market Engineering Measurements (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (ANZ), 2009
- Contact Center Services Market: Revenue Forecasts (ANZ), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (ANZ), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (ANZ), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (ANZ), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Networks (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Agile NZ (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Integ (ANZ), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NSC (ANZ), 2009
- Contact Center Services Market: Market Engineering Measurements (Greater China), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (Greater China), 2009
- Contact Center Services Market: Revenue Forecasts (Greater China), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (Greater China), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (Greater China), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (Greater China), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – Digital China (Greater China), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – eSoon (Greater China), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Huapu (Greater China), 2009
- Contact Center Services Market: Market Engineering Measurements (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (India), 2009
- Contact Center Services Market: Revenue Forecasts (India), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (India), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (India), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (India), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Wipro (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – AGC Networks (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Datacraft (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – HCL (India), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – IBM (India), 2009
- Contact Center Services Market: Market Engineering Measurements (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (Japan), 2009
- Contact Center Services Market: Revenue Forecasts (Japan), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (Japan), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (Japan), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (Japan), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – CTC (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MKI (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – NEC (Japan), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – S&I (Japan), 2009
- Contact Center Services Market: Market Engineering Measurements (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (South Korea), 2009
- Contact Center Services Market: Revenue Forecasts (South Korea), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (South Korea), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (South Korea), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (South Korea), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – Bridgetec (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hanmac Soft (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Hansol Inticube (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – MPC (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Nexus (South Korea), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Spectra (South Korea), 2009
- Contact Center Services Market: Market Engineering Measurements (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service (ASEAN), 2009
- Contact Center Services Market: Revenue Forecasts (ASEAN), 2008-2016
- Contact Center Services Market: Revenue Distribution by Type of Service (ASEAN), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Vertical (ASEAN), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Horizontal (ASEAN), 2009, 2013 and 2016
- Contact Center Services Market: Revenue Distribution by Type of Service – 3D Networks (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Datacraft Asia (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Jebsen & Jebsen (ASEAN), 2009
- Contact Center Services Market: Revenue Distribution by Type of Service – Teledata (ASEAN), 2009
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