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Analysis of the Asia-Pacific Hosted Contact Center Services Market

  • ID: 3553230
  • Report
  • January 2016
  • Region: Asia Pacific
  • 138 Pages
  • Frost & Sullivan
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Growing Demand for System Flexibility and Scalability Powers Revenue Growth
This research service analyzes the hosted contact center services market in the Asia-Pacific region. Market sizing and forecasting are provided in terms of seats and revenue. The competitive landscape is examined at a vendor level as well as at a service provider level. Furthermore, key application vendors and hosted contact center service providers in the region have been profiled. Regional analysis and forecasting are provided for six regions within the Asia-Pacific market including Oceania (Australia and New Zealand), Association of Southeast Asian Nations (ASEAN), Greater China (China, Hong Kong, and Taiwan), India, Japan, and South Korea.

Summary

- Revenue from all the hosted contact center application segments totaled $X million in 2014, up by X%, and is projected to grow at a CAGR of X% to $X million by 2021.

- The awareness level regarding hosted/cloud platform had significantly improved in 2014. The changing communication landscape and network infrastructure in the Asia-Pacific (APAC) region have aided the adoption of hosted/cloud contact center services.

- The "pay as you go" financial model helped in improving the overall cost management and business planning, making it more favorable than the capital expenditure (capex) model. It also gained popularity among large contact centers that believe in quick expansion and need to meet overflowing demand.

- Concepts such as "public cloud", "private cloud" and "hybrid cloud" have been widely adopted by organizations in APAC. An increasing number of enterprises were actively adopting the "hybrid cloud” model for the contact center systems, keeping core routing applications on-premises, and moving other solutions such as recording, reporting, andanalysis into the cloud.

- The integration of the hosted/cloud platform with Unified Communications (UC) applications and social media is growing fast. The hosted model provides access to such technology upgrades at a relatively low price point.

- Although the initial application for many hosted platforms is call routing, many contact centers have started deploying agent-facing optimization applications, particularly call recording, quality monitoring, and workforce management.

- Contact center application vendors in the Asia-Pacific region are actively forging new relationships with telecom service providers to target these service providers’ enterprise customers. This is a big shift for most vendors from selling traditional premises-based solutions. Vendors are now aligning with service providers for a smooth access to large regional organizations.

- Mature markets like Australia and Japan have been the largest adopters and are likely to be at the forefront during the forecast period. However, the hosted/cloud contact center services market in India, China, and Southeast Asia will also grow over the forecast period.

Key Questions This Study Will Answer

- Is the market growing? How long will it continue to grow, and at what rate? What are the key growing countries in the short term and long term?

- What are the driving/restraining factors that would shape the future of the sector? What initiatives are taken by the ecosystem players to take advantage of the market conditions?

- What is the current competitive landscape? How is the competitive landscape expected to evolve in the future? How are ecosystem players gearing up for the future?

- How will the market change over time? Will there be a shift in business model/pricing strategy?

- Which segment will drive future adoption? What are some of the vertical specific trends?

- Are the products/services offered today meeting customer needs or is there additional development that is needed?
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1. Executive Summary
- Executive Summary - Market Engineering Measurements
- Executive Summary - CEO’s Perspective

2. Market Overview
- Market Overview - Definitions
- Market Overview - Research Methodology
- Market Overview - Geographical Coverage
- Market Overview - Key Questions This Study Will Answer

3. External Challenges: Drivers and Restraints - Total Hosted Contact Center Services Market
- Market Drivers
- Drivers Explained
- Market Restraints
- Restraints Explained

4. Forecasts and Trends - Total Hosted Contact Center Services Market
- Market Engineering Measurements
- Key Market Trends
- Key Technology Trends
- Key Pricing Trends
- Total Hosted Contact Center Services Market - Seat Forecast
- Total Hosted Contact Center Services Market - Revenue Forecast
- Hosted Seats and Revenue Forecast Discussion
- Revenue by Region
- Revenue by Region Discussion

5. Demand Analysis - Total Hosted Contact Center Services Market
- Market Penetration Analysis
- Total Hosted Contact Center Services Market - Forecast by Size of Hosting
- Adoption Trend Analysis - Size of Hosting
- Total Hosted Contact Center Services Market - Forecast by Type of Requirement
- Total Hosted Contact Center Services Market - Forecast by Horizontal Market
- Adoption Trends Analysis
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6. Ecosystem Analysis - Application Vendors
- Vendor Insights
- Vendor Profiles

7. Ecosystem Analysis - Service Providers
- Service Provider Insights
- Service Provider Profiles

8. Oceania Market Breakdown
- Oceania (Australia and New Zealand)
- Market Engineering Measurements
- Key Market Trends
- Hosted Contact Center Services Market-Revenue Forecast
- Service Provider Trends
- Service Provider Profiles

9. India Market Breakdown
- India
- Market Engineering Measurements
- Key Market Trends
- Hosted Contact Center Services Market-Revenue Forecast
- Service Provider Trends
- Service Provider Profiles

10. Japan Market Breakdown
- Japan
- Market Engineering Measurements
- Key Market Trends
- Hosted Contact Center Services Market-Revenue Forecast
- Service Provider Trends
- Service Provider Profiles

11. ASEAN Market Breakdown
- ASEAN
- Market Engineering Measurements
- Key Market Trends
- Hosted Contact Center Services Market-Revenue Forecast
- Service Provider Trends
- Service Provider Profiles

12. Greater China Market Breakdown
- Greater China
- Market Engineering Measurements
- Key Market Trends - China
- Key Market Trends - Hong Kong
- Key Market Trends - Taiwan
- Hosted Contact Center Services Market-Revenue Forecast
- Service Provider Trends
- Service Provider Profiles

13. South Korea Market Breakdown
- South Korea
- Market Engineering Measurements
- Key Market Trends
- Hosted Contact Center Services Market - Revenue Forecast
- Service Provider Trends
- Service Provider Profiles

14. The Last Word
- Three Big Predictions
- Legal Disclaimer

15. Appendix
- Market Engineering Methodology
- Partial List of Companies Interviewed
- Table of Acronyms Used
- Learn More - Next Steps
- Additional Sources of Information
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