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Indonesia Contact Center and CRM Market Forecast: 2016 – 2021

  • ID: 3782880
  • June 2016
  • Region: Indonesia
  • 40 Pages
  • Asia Pacific Research Group Ltd.
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FEATURED COMPANIES

  • Bank Rakyat Indonesia
  • Cisco
  • Genesys
  • PT VADS Indonesia
  • PT. Jaringan Intech
  • MORE

The Indonesia Contact Center market will continue to see incremental growth in the 2016 - 2021 timeframe as enterprise and mid-market firms continue investing in customer service software and converged infrastructure.

Analysts have just published the sixth edition of "Indonesia's Contact Center Industry Market Forecast" with some interesting trends from last year noted:

- The number of Call Center “seats” in Indonesia grew by 12% in 2015
- The number of enterprise Contact Center interactions through social networking applications saw over 200% growth in 2015. Tools and integration will key investment items in the coming year
- The CRM software market for onsite deployments continues low double digit growth.

This market research report is a new comprehensive assessment of the Contact Center market in Indonesia looking ahead over the next 5 years. The objective is to provide industry professionals and analysts with independent market intelligence for Indonesia's growing Contact Center and CRM software ( including SaaS) market. Besides enabling decision makers to assess the market size and growth, it will also identify net READ MORE >

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FEATURED COMPANIES

  • Bank Rakyat Indonesia
  • Cisco
  • Genesys
  • PT VADS Indonesia
  • PT. Jaringan Intech
  • MORE

Section 1. Opportunity Analysis
- Introduction
- Key Attributes of the Indonesia Contact Center Industry
- Contact Center Technology Spending Growth 2016 - 2021
- Outsourced Contact Center Market 2016 - 2021
- Challenges and Risks to Market Growth
- Importance of Social Media in the Indonesia Call Center Services
- Dynamics of Indonesian Consumers and SmartPhones
- Serving the SME Market

Section 2. Indonesian Contact Center Priorities - Enterprise Survey of Key Initiatives

Section 3. Notable Domestic Service Providers in the Contact Center Industry in Indonesia

Section 4. KPIs and Forecasts for Indonesia Contact Center and CRM Market to 2021
- Indonesia’s Call Center Technology Spending Forecast
- Growth in Number of Contact Centers - Enterprise and Midmarket
- Growth in Number of Contact Center Agent Positions in Indonesia
- CRM Software Market Size
- CRM SaaS Market Size
- Key Vendors
- Salary Ranges for Indonesia Call Center Staff
- Spending on Inbound and Outbound Technology

Section 5 Appendix
- Methodology and Research Approach
- Information Sources and Survey Period

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- Bank Rakyat Indonesia
- Cisco
- Genesys
- PT Infomedia Nusantara (Infomedia)
- PT VADS Indonesia
- PT. Asia Outsourcing Services (AOS)
- PT. Jaring Synergi Mandiri
- PT. Jaringan Intech

Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown

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