Asia-Pacific Contact Center Applications Market, Forecast to 2023

  • ID: 4541324
  • Report
  • Region: Asia Pacific
  • 255 Pages
  • Frost & Sullivan
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FEATURED COMPANIES

  • Alcatel-Lucent
  • Callray
  • Genesys
  • Interactive Intelligence
  • NICE Systems
  • Synway
  • MORE

The Asia-Pacific (APAC) contact center applications market size is estimated to grow from $647.1 million in 2016 to $733.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 1.8%. The research service covers the contact center applications market across 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the Asia-Pacific region based on 6 application segments, including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Regional trends (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
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Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Alcatel-Lucent
  • Callray
  • Genesys
  • Interactive Intelligence
  • NICE Systems
  • Synway
  • MORE

1. Executive Summary
Market Engineering Measurements
CEO’s Perspective

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

3. Drivers and Restraints-Asia-Pacific Contact Center Applications Market
Market Drivers
Market Restraints

4. Forecasts and Trends-Asia-Pacific Contact Center Applications Market
Forecast Assumptions
Market Overview-Market Trends
Market Overview-Technology Trends
Market Overview-Price Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Country
Percent Revenue Breakdown by Application
Market Highlights by Application
Market Highlights Discussion
Market Highlights by Horizontal and Vertical

5. Market Share and Competitive Analysis-Asia-Pacific Contact Center Applications Market
Vendor Market Share
Vendor Market Share by Application
Asia-Pacific Market-Competitive Assessment

6. Australian Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

7. Market Share and Competitive Analysis-Australia
Market Share
Competitive Environment
Competitive Assessment

8. Chinese Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

9. Market Share and Competitive Analysis-China
Market Share
Competitive Environment
Competitive Assessment

10. Hong Kong Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

11. Market Share and Competitive Analysis-Hong Kong
Market Share
Competitive Environment
Competitive Assessment

12. Indian Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

13. Market Share and Competitive Analysis-India
Market Share
Competitive Environment
Competitive Assessment

14. Indonesian Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

15. Market Share and Competitive Analysis-Indonesia
Market Share
Competitive Environment
Competitive Assessment

16. Japanese Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

17. Market Share and Competitive Analysis-Japan
Market Share
Competitive Environment
Competitive Assessment

18. Malaysian Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

19. Market Share and Competitive Analysis-Malaysia
Market Share
Competitive Environment
Competitive Assessment

20. New Zealand Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

21. Market Share and Competitive Analysis-New Zealand
Market Share
Competitive Environment
Competitive Assessment

22. Philippine Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

23. Market Share and Competitive Analysis-Philippines
Market Share
Competitive Environment
Competitive Assessment

24. Singaporean Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

25. Market Share and Competitive Analysis-Singapore
Market Share
Competitive Environment
Competitive Assessment

26. South Korean Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

27. Market Share and Competitive Analysis-South Korea
Market Share
Competitive Environment
Competitive Assessment

28. Taiwanese Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

29. Market Share and Competitive Analysis-Taiwan
Market Share
Competitive Environment
Competitive Assessment

30. Thai Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

31. Market Share and Competitive Analysis-Thailand
Market Share
Competitive Environment
Competitive Assessment

32. Vietnamese Contact Center Applications Market Analysis
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends

33. Market Share and Competitive Analysis-Vietnam
Market Share
Competitive Environment
Competitive Assessment

34. The Last Word
The Last Word
Legal Disclaimer

35. Appendix
List of Exhibits
Market Engineering Methodology
Market Engineering Measurements
Appendix-Other Participants in Asia-Pacific
Partial List of Companies Interviewed

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  • Alcatel-Lucent
  • Altigen
  • Altitude
  • Artsoft
  • Aspect Software
  • Avaya
  • Bridgetec
  • Callray
  • Cisco Systems
  • Convergys
  • eGain
  • Enghouse Interactive
  • Ericsson
  • Fujitsu
  • Genesys
  • Grandsys
  • Hanmec
  • Huawei
  • Infobird
  • Infotalk
  • Interact
  • Interactive Intelligence
  • Inticube
  • Jiaxun
  • MPC
  • NEC
  • Neocas
  • Nexus
  • NICE Systems
  • Nuance Communications
  • Oki Electric
  • P&W Solutions
  • Parsec
  • Samsung (Seoul Commtech)Unify
  • SinoVoice
  • Spectra
  • Synway
  • Syswill
  • Talisma
  • Todentsu
  • Verint Systems
  • Voiceware
  • West Interactive
  • Zinglabs
  • ZTE
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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