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Asia Pacific Contact Center Applications Market H1 2010
Frost & Sullivan, Dec 2010, Pages: 61
The Asia Pacific Contact Center Applications Market H1 2010, 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 H1 2010 provides half-yearly updates on market trends, market drivers and restraints, and sizing across Asia Pacific. In this research, Frost & Sullivan's expert analysts thoroughly examine the following applications: automatic call distributor (ACD), outbound systems, computer telephony integration (CTI), interactive voice response (IVR), workforce management (WFM), call monitoring (CM), speech technology (ST) and multimedia systems (MM).
Market Overview
Asia Pacific Contact Centre Applications Market Bounced Back to Post a 3.4 Per Cent Growth in H1 2010 after a Double-digit Decline in 2009 over 2008
The recovery of the global economy has revived spending on customer services, resulting in a major shift in the focus of contact centre applications market participants. While 2009 was primarily about customer retention, the first half (H1) of 2010 saw most market participants in the Asia Pacific strive towards customer acquisition. The domestic demand for customer service continued to increase in developing markets such as India, China, Indonesia and Vietnam. This caused a surge in demand from small and medium business (SMB) contact centres with less than 50 to 100 seats. This segment is also expected to impel the move towards a hosted model or encourage businesses to consider domestic outsourcing options. “Rising interest in cloud computing has also spurred the hosted contact center market in the region,” says the analyst of this research service. “Frost & Sullivan expects the hosted contact center market to grow at a compound annual growth rate (CAGR) of 15.4 per cent from 2009 to 2016.”
Meanwhile, participants expect the consolidation of contact centres to result in higher spending in the more than 200 seats contact center segment in China, Australia and Japan. The resumption of enhancements and expansions by domestic banks in Asia Pacific has led to significant contributions from the banking, financial services and insurance (BFSI) sectors. So much so that in H1 2010, the BFSI accounted for almost 30 percent of all spending on contact centre applications. The rising popularity of self-service applications and IVR as a tool for call resolution instead of call routing is likely to help the IVR market grow at a CAGR of 10.9 per cent from 2009 to 2016. “Very high on the agenda for most contact centers is the concept of social media,” notes the analyst. “Leading contact centers, especially in Australia, are in the experimental stages of using social media as a customer service channel, further boosting the market’s prospects.”
Application Sectors
Expert Frost & Sullivan analysts thoroughly examine the following application sectors in this research:
- Automatic call distributor (ACD)
- Outbound systems
- Computer telephony integration (CTI)
- Interactive voice response (IVR)
- Workforce management
- Call monitoring
- Speech technology
- Multimedia systems
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