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Asia Pacific Call Center Hardware and Software Markets
Frost & Sullivan, Nov 2001
Call Centers Evolve into Multimedia Contact Centers
As a rising number of major Asia Pacific corporations implement e-commerce solutions and customer relationship management initiatives, traditional call centers will experience a rapid evolution into Next-Generation multimedia contact centers. Companies are realizing that integrating new technologies such as e-mail and web applications can help capture meaningful customer information and enhance end users’ perception, expanding their market presence. Consequently, markets for call center hardware and software applications are projected to show significant growth over the forecast period.
This Frost & Sullivan study examines the markets for automatic call distributor, outbound, interactive voice response, voice mail messaging, and workforce management systems, plus customer interaction, computer telephony integration enabling, and call monitoring software. By tracking
trends in different geographic regions and presenting expert revenue forecasts, this study gives its users a privileged view of this fast-growing field.
Large Call Center Cutbacks Force Providers to Refocus Business Strategies
Large call centers are reaching saturation levels in several countries, says the study’s analyst. Implementation of these facilities requires substantial initial capital investments in information technology hardware and software followed by high maintenance and administration costs.
To reduce expenditures, many firms will shrink call center operations and move from major cities to smaller, neighboring towns. Micro call centers are expected to gain prominence over the next couple of years, says the analyst.
The move to these centers is projected to initially occur in Hong Kong and Australia. This study, which identifies potential obstacles and highlights emerging opportunities, can help your company anticipate and avoid hurdles that may lay ahead.
Meeting Increased Demand for Bundled Applications Determines Industry Leaders
One-stop, turnkey solutions are catching on quickly with end users, writes the analyst. Participants that previously focused on a single aspect of a call center solution are increasingly offering bundled applications to satisfy customers. One major enterprise is releasing a package that runs inbound and outbound solutions on a server-based platform.
With competition intensifying among market participants, winners will be those firms that can tailor complete solution to meet their customers specific industries. This study provides in-depth discussions of trends for key end-user industries, from telecommunications and banking to healthcare and utilities, enabling your company to better meet consumer needs and ultimately maximize revenues.
Additional Informatio
Market Participants
Active Voice Asia Pacific
Alcatel
Applix
Aspect
Astea
Avaya Communication
Blue Pumpkin
Broadvision Asia Pacific Ltd.
Cincom System
Cisco Systems
Comverse Infosys
Davox
Ericsson Enterprise
Eshare Technologies Ltd.
Eyretel (Asia) Ltd.
Fujitsu Asia Pte. Ltd.
Genesysla
Global Groupware
Hewlett Packard
Huawei Technologies Co. Ltd.
IB
IEX
Infocus
Intel Technology
Intervoice Brite
Multisuns
NEC
Nice Systems Ltd.
Nortel Networks Asia Ltd.
NTT Dat
Onyx Software
Openwave
Oracle Corp.
Parsec Technologie
Peoplesoft Asia Pte. Ltd.
Pipkins (UK) Ltd.
Point Information System
Racal/Thales Contact Solutions
Remedy
Rockwell Automation
Sales Logix
Samsung Asia (Holdings) Pte. Ltd.
Sap Asia Pte. Ltd.
Servion Global Solutions Ltd.
Siebel System
Siemens
Taske Technology, Inc.
Welltech Computers Co. Ltd.
Witness System
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