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Analysis of the Asia-Pacific Hosted Contact Center Market

  • October 2013
  • -
  • Frost & Sullivan
  • -
  • 170 pages

Hosted Model Presents Attractive Benefits for Both Small-sized and Large Contact Centers

This research service includes analysis of the hosted contact center services market in the Asia-Pacific region. Market sizing and forecasting is provided for Asia Pacific in terms of both seats and revenue. The competitive landscape is examined at a vendor level as well as at a service provider level. Furthermore, profiles of key hosted vendors and service providers in the region are provided. Regional analyses and forecasting are provided for six regions within the total Asia Pacific market including Association of Southeast Asian Nations (ASEAN), Greater China, India, Japan, and South Korea.

Executive Summary

• The changing communication landscape and network infrastructure in Asia-Pacific have significantly aided the adoption of hosted contact center solutions over the past two to three years.
• There are several factors driving the adoption of hosted solutions. The first is the “pay as you go” financial model that allows businesses of all sizes to move away from making high front-end expenditures to a more manageable, operational expenditure approach.
• This approach helps in improving the overall cost management and business planning, making it more favorable than the capital expenditure model. From a customer’s perspective, the low upfront investment, instant access to cutting-edge technology and rapid results make the model so popular.
• Small and medium-sized enterprises are particularly attracted to the pay-per-use model. The model has also gained popularity among large contact centers who believe in quick expansion and need to meet overflowing demand.
• Scalability is becoming a key consideration for enterprises while trying to shift from capital expenditure (capex) to an opex model. Switching over to the opex model also helps to cope with the fluctuating customer demand in an uncertain economic scenario.
• Revenue from all the hosted contact center application segments totaled $X million in 2012, up X%, and is projected to grow at a Compound Annual Growth Rate (CAGR) of Xpercent to $X million by 2019.
• Although the initial application for many hosted platforms is call routing, many contact centers are looking to deploy agent-facing optimization applications, particularly call recording, quality monitoring, and workforce management.
• Integrating the hosted platform with Unified Communications’ (UC) applications and social networking is a growing trend. The hosted model provides access to such technology upgrades at a relatively low price point.
• The ability to leverage IM presence and new channels of interaction are becoming increasingly important for customers.
• Contact center application vendors in Asia-Pacific have increased their focus on hosted solutions by forging new relationship with telecom service providers. For most vendors, it is quite a big shift from selling traditional premise-based solutions. Therefore, vendors are aligning with the service providers for a smooth access into the market.
• Mature markets like Australia and Japan have been the largest adopters and are likely to be at the fore front during the forecast period. However, contact center services market in India and China followed by the market in Association of Southeast Asian Nations (ASEAN) would also grow over the forecast period.

CEO’s Perspective

1. Hosted contact center solutions offer obvious benefits (technological and financial) to businesses of all sizes.
2. Hosted contact center applications’ revenue is growing faster than premise-based solutions.
3. Flexibility and scalability of hosted solutions ideally suit expansion, overflow and disaster recovery(DR) needs.
4. A variety of service providers, including telcos, Application service providers (ASPs), and outsourcers are offering hosted contact center services.
5. Advocates among vendors, service providers, and customers will bring hosted contact center to the mainstream.

Market Overview—Definitions

Hosted Contact Center
• Frost & Sullivan defines a hosted contact center as a network-based service, where a service provider hosts a contact center technology platform and provides contact center applications to customers as a hosted service. The customer pays a usage-based fee for the service. Pricing is typically on a per-agent-per-month structure, or per-minute and per-interaction basis.
• The infrastructure is hosted at the service provider’s end and the hired representatives of the customer are either located on the customers’ premises or at remote locations with the service provider. However, the infrastructure is owned by the service provider.

Revenue Considerations
The revenue in this study includes the following:
Hosted Contact Center Market
This revenue comes from the leasing/renting of seats and applications by the service providers. This revenue belong to the service providers.

Vendor Application Revenue
This revenue comes from the sale of application licenses and infrastructure to the service providers, who in turn, provide on a pay-per-use basis to customers. This revenue belongs to the vendors.

Hosted Contact Center Eco-System
This includes the revenue of both the service providers and vendors to give an indication of the potential of the market.

Market Overview—Geographical Coverage

Greater China
China Mainland
Hong Kong Taiwan

Japan

South Korea

India

ASEAN
Singapore
Malaysia
Indonesia
The Philippines
Thailand
Vietnam

ANZ Australia New Zealand

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 future? How are ecosystem players gearing up for the future?
How will the market change over time? Would 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?

Table Of Contents

Analysis of the Asia-Pacific Hosted Contact Center Market
Table Of Contents

1. Executive Summary
2. Market Overview
3. Total Hosted Contact Center Market
o External Challenges: Drivers and Restraints
o Forecasts and Trends
o Demand Analysis
o Eco-system Analysis—Application Vendor
o Eco-system Analysis—Service Providers
4. ANZ Market Breakdown
5. ASEAN Market Breakdown
6. Greater China Market Breakdown
7. India Market Breakdown
8. Japan Market Breakdown
9. South Korea Market Breakdown
10. Strategic Recommendations
11. The Last Word (Conclusions and Implications)
12. Appendix

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