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Asia Pacific Hosted Contact Center Services Market CY 2009
Frost & Sullivan, Nov 2010, Pages: 82
This Frost & Sullivan research service titled Asia Pacific Hosted Contact Center Services Market CY 2009 provides market trends, drivers, restraints, and sizing across six regions. In this research, Frost & Sullivan's expert analysts thoroughly examine the following types of requirements: overflow, expansion, and new centers.
Market Overview
Desire to Lower Capital Expenditure in Straitened Economic Conditions Fuels Adoption of Hosted Contact Center Services in the Asia Pacific
The current economic conditions in the Asia Pacific are conducive to the growth of hosted contact center technologies, with the market stealing a march over the on-premise market in 2009. The ability to provision seats without requiring large upfront capitals or compromising the operations is of key motivation for business adopting hosted solutions. “Flexibility and scalability offered by the hosted model allows an enterprise to easily scale operations up or down based on customer requirements and without a huge up-front investment,” says the analyst of this research. “The ability to cut time to value and scale up or down rapidly to deal with varying customer demand is essential in an environment where infrastructure and operational budgets were being slashed across the board.” There is growing interest from small- and medium-sized businesses (SMBs) in the hosted model for quite obvious business benefits. Flexible pricing models allow smaller businesses to set up contact centers when the cost factor may have made an on-premise deployment prohibitive. Hosted contact center services enable access to sophisticated contact center technology that could otherwise be complicated and expensive to maintain in-house.
However, enterprises that made considerable investments in on-premise technology and staff training find themselves in dilemma in adopting hosted services. This is mainly due to the issues of ownership and control caused by not having the contact center solution on premise. Lack of end-user awareness concerning ownership and control, security, and reliability are limiting the widespread adoption of hosted contact center services. Advanced markets in the region have been more forthcoming in adopting and proving the business case. It is matter of time that the developing nations follow suit.
The service providers play a key role in bringing contact center vendors’ solutions to market by hosting these applications and offering them to customers on an on-demand or pay-per-use model. As such, the service providers’ initiative in promoting hosted solutions is very significant to this market’s growth in the short term. “Newer business models for both small and large sized hosted contact center opportunities are expected to emerge,” notes the analyst. “While the pricing strategy is significant for small deals, the larger-enterprise deals require better understanding of customers’ business objectives as well as vendors’ proactive demonstration of the ROI at a time when most organizations are clamping down on technology spending.”
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
By Requirement Type
- Overflow
- Expansion
- New centers
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