Gaining Ground Market Overview in the Emerging Workforce Optimization Industries Market Overview in APAC (Strategic Focus)

• Publication date: March 2009

Introduction This market research report analyzes current industry trends, drivers and industry opportunities for workforce optimization solutions in the APAC region. It focuses on the opportunities in China, India, Japan and Australia, pinpointing key customers and how workforce optimization solutions can help address their pain points. The market research report also presents a matrix of the leading vendors. Scope *Analyses...

Introduction

This market research report analyzes current industry trends, drivers and industry opportunities for workforce optimization solutions in the APAC region. It focuses on the opportunities in China, India, Japan and Australia, pinpointing key customers and how workforce optimization solutions can help address their pain points. The market research report also presents a matrix of the leading vendors.

Scope

*Analyses the major trends and drivers, drivers and challenges for WOTs vendors and customers.

*Provides industry spending projection by technology in APAC from 2008 - 2014.

*Analyzes the key competitors in APAC and provides a matrix of the leading vendors.

*Discusses the future trends and provides recommendations for vendors.

Key Market Facts

Asia Pacific is a sizeable industry with many growing contact centers. Although often spoken of as if it were a monolithic industry, APAC is, in reality, very diverse with different stages of maturity in each country in terms of economy, languages spoken, and the adoption of technology within contact centers.

A key focus for many enterprises in both emerging and mature industry s is compliance with regulations around sharing of customer data. These regulations are driving adoption of logging and QM solutions to ensure that customer data is kept confidential.

There has been continued consolidation among WOTs vendors over the last few years. A number of smaller, specialist WOTs vendors have been take over d by the more established larger vendors looking to boost their product portfolios. Suite solutions allow vendors to fill product gaps and increase revenue.

Why Should You Buy This Report?

*Understand significant trends in the contact center WOTs industry in APAC in order to plan your go-to-market strategy.

*Learn about the type of customers deploying WOTs in APAC and discover customers' pain points and motivations for investment.

Human Resources Industry in New Zealand

TABLE OF CONTENTS

Overview 1
Catalyst 1
Summary 1
Key Messages 2
The APAC region is a diverse industry with differing customer service needs in mature and emerging industry s 2
Outsourcers are leading adoption of WOTs in India and the Philippines 2
The need to comply with regulations and better manage staff will drive adoption of WOTs 3
The APAC industry is dominated by large WOTs suite solution providers 3
WOTs vendors should create a strong channel by leveraging technology partnerships 3
Data table of Contents 4
Data table of figures 5
Data table of tables 6
MARKET OPPORTUNITY 7
Workforce optimization defined 7
Global WOTs and contact center trends 7
Enterprises are deploying WOTs to improve business processes 7
The recession will not dramatically impact the WOTs industry 8
WOTs is moving out of the contact center to back-office environments 8
The adoption of WOTs in APAC 9
Outsourcing industry players in APAC see demand from customers to utilize optimization tools 10
Many contact centers within APAC are new to the concept of WOTs 11
Increasing regulatory pressures are driving adoption of logging and QM 11
There will be limited interest in speech analytics and eCoaching in APAC until these industry s mature 12
Country specific contact center trends in APAC 12
GDP growth indicates the diversity of industry maturity in APAC 12
The number of agent positions and contact centers is growing, particularly in China 14
Australia and New Zealand 15
China 16
India 16
Japan 17
Other countries 18
Challenges for vendors in APAC 18
The need to develop additional language support 18
Determining price points for entering the industry 19
Recruiting partners and building a successful reseller channel 19
Breaking into the domestic industry s 19
Countries in APAC are not immune to the economic slowdown 19
Market size 20
Logging, QM and WFM continue to make up the majority of spending through 2014 20
Fastest growth in spending on WOTs will be in China and India 22
Technology Evolution 24
WOTs are becoming more complex and require greater integration 24
WFM and logging solutions are mature but a range of analytics solutions are emerging 24
Suite solutions versus point solutions 24
Demand in APAC for suite solutions is growing 25
Introduction of packages from suite players 25
The adoption of IP telephony within the contact center is increasing 25
Call recording is more efficient with the adoption of VoIP 27
Customer Impact 28
The financial services and communications markets represent the greatest opportunities 28
Outsourcing 29
Financial services 30
Communications 30
Other 31
Customer case studies 31
WOWOW Communications 31
Scicom (MSC) Berhad 32
Australian Health Management 32
StarHub 32
Air Deccan 32
Chinatrust Commercial Bank 33
Pain points for contact centers in APAC 33
When to invest: ROI model 35
Cost to the business 35
Measurable benefits 35
Key Competitors 37
The leading WOTs vendors in APAC 37
Altitude Software 38
Altitude in APAC 39
Aspect 39
Aspect in APAC 39
Autonomy 39
Autonomy in APAC 40
GMT 40
GMT in APAC 40
NICE 40
NICE in APAC 40
Teleopti 41
Teleopti in APAC 41
Verint Witness Actionable Solutions 41
Verint in APAC 41
VPI 42
VPI in APAC 42
Go to Industry 43
Partner landscape in APAC 43
Resellers 43
Technology partners 43
Systems integrators 44
Future trends 44
Adoption of logging, QM and WFM will increase in emerging industry s 44
The WOTs industry will become more competitive 44
Vendors will push suite solutions more aggressively in APAC 45
Enterprises will begin to take interest in and deploy speech analytics in Australia, India and Japan 45
Recommendations for vendors in developing a greater industry share in APAC 45
Marketing messages should be tailored to suit local industry s 45
Focus on developing a strong channel 45
Vendors need to focus on growth in domestic industry s rather than relying on business from outsourcers 46
Tailored packages and competitive pricing are important in a difficult economy 46
Point solution vendors entering industry need to work closely with technology partners 47
APPENDIX 48
Definitions 48
Workforce optimization technologies 48
Methodology 49
Further reading 49
Ask the analyst 49
Datamonitor consulting 49
Disclaimer 50

List of Tables


Data table 1: The number of contact centers and agent positions in APAC 9
Data table 2: Real Gross Domestic Product growth (%) 2007 - 2010 13
Data table 3: The number of contact centers by country in APAC 15
Data table 4: Spending on WOTs in APAC by technology 21
Data table 5: Spending on WOTs in APAC by country 23
Data table 6: The number of agent positions using IP telephony in APAC by country 26
Data table 7: Agent positions (000s) by country by vertical, APAC 2008 29

List of Figures


Chart 1: Key industry s in APAC represent differing opportunities for vendors 10
Chart 2: 2009 will see further decline in Gross Domestic Product growth for both developed and developing economies 13
Chart 3: Number of contact centers in APAC by country 14
Chart 4: Spending on WOTs in APAC by technology 21
Chart 5: Spending on WOTs in APAC by country 22
Chart 6: WOTs in the contact center 24
Chart 7: The number of contact centers with IP solutions is increasing in APAC 26
Chart 8: Proportion of agent positions by vertical in APAC in 2008 28
Chart 9: Enterprise pain points and WOTs solutions 34
Chart 10: The WOTs competitor landscape 38