— The need to offer holistic customer experience will dictate investment patterns across contact centers

SINGAPORE, Nov. 13, 2014 /PRNewswire/ — To meet the rising customer demand from both domestic and offshore markets, growth in contact center agent seats has been a positive influence on investments in contact center applications in the Asia-Pacific market. However, global economic concerns and soft investment sentiment in some key markets impacted the pace of growth as many enterprises in the region have held back on the replacement and upgrade of contact center applications.

Instead of expansion, enterprises have focused on consolidating their existing resources to achieve operational efficiency. Revenues from core contact center applications have declined mostly in mature markets. However, as demand for customer service continues to grow rapidly across markets in Asia-Pacific, investments on contact center technology is likely to rise sharply in the near term before stabilizing later. The adoption of advanced applications will help drive the market forward as well.

New analysis from Frost & Sullivan, Asia-Pacific Contact Center Applications Market, finds that the market earned revenues of US$676 million in 2013 and estimates this to reach US$1.1billion in 2020. The study covers automatic call distributor, outbound systems, computer telephony integration, interactive voice response, workforce management (WFM), call monitoring, speech technology and multimedia systems.

For complimentary access to more information on this research, please visit: http://corpcom.frost.com/forms/APAC_PR_DJeremiah_P806-76_10Nov14.

With growing concern over the "cost to serve", enterprises across Asia-Pacific focused on optimisation and quality of customer care in the recent years. Such sentiments stimulated the adoption of spectrum of workforce optimization and analytics tools, especially in larger contact centers. Investment on these applications is likely to see further growth during the forecast period. 

"With rapid increase in number of autonomous customers, self-service applications have become more significant than before. As enterprises in the region add new customers, their need to manage contact center costs while maintaining the customer experience has become even more important," said Frost & Sullivan Information & Communication Technologies Research Manager Krishna Baidya.

"Consumer preferences today are making a multi-channel approach mandatory for contact centers and solution vendors alike. Self-service with speech applications is likely to witness good adoption in near future," Baidya added.

As far as geographical trends go, investment per seat is usually higher mature markets, where pricing as well as the sophistication of applications demanded are higher compared to high growth and emerging markets. Whereas developed regions across Asia-Pacific have witnessed flat growth, emerging regions like Indonesia and Philippines have recorded double-digit growth.

By 2020, a mix of developed and developing regions — Australia, China, India and Japan — is expected to account for over 65 percent of revenues from contact center applications.

"In markets like Australia, India and Japan, cloud service providers as well as contact center service outsourcers have been actively promoting contact center applications delivered on a hosted/cloud platforms," noted Baidya.

"As cloud-based contact center solutions are cost-efficient, market participants have begun to consider hosting to be as viable a deployment option as on-premise. This is true for enterprises and contact centers of all sizes," concluded Baidya.

Asia-Pacific Contact Center Applications Market is part of the Contact Centers & CRM (http://www.contactcenter.frost.com) Growth Partnership Service program. Frost & Sullivan’s related studies include: North America Contact Center Outsourcing Market, Global Rollup — Contact Center Systems Markets, North American Hosted Contact Center Market, and Asia-Pacific Hosted Contact Center Market. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

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Asia-Pacific Contact Center Applications Market


Donna Jeremiah
Corporate Communications — Asia Pacific
P: +61 (02) 8247 8927
F: +61 (02) 9252 8066
E: djeremiah@frost.com

Carrie Low
Corporate Communications — Asia Pacific
P: +603 6204 5910
F: +603 6201 7402
E: carrie.low@frost.com

Melissa Tan
Corporate Communications — Asia Pacific
P: +65 6890 0926
F: +65 6890 0999
E: melissa.tan@frost.com