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Analysis of the Asia-Pacific Contact Center Applications Market

  • September 2015
  • -
  • Frost & Sullivan
  • -
  • 338 pages

Omni-channel Integration Consolidates Communication Platforms

Contact centers are actively transforming from call centers to customer engagement centers. This study breaks down the contact center applications market across 14 countries in Asia-Pacific based on 8 application segments: ACD, CTI, IVR, outbound systems, call monitoring, WFM, speech technology, and multimedia systems. It presents the market sizing and market share by application and by country. Trends are identified based on technology adoption across different industry sectors as well as by the size of the contact centers. Forecasts for the individual markets in the regions are provided by application as well as by vertical segment and horizontal segment adoptions from 2015 to 2021. The market drivers and restraints are also discussed.

Executive Summary
- The Asia-Pacific (APAC) contact center applications market grew moderately in 2014. The market was worth $ million in 2014, registering growth of % over 2013.
- Core applications such as automatic call distributor (ACD), interactive voice response (IVR), and computer telephony integration (CTI) continued to witness a slowdown in deployments due to flat demand for basic contact center infrastructure solutions.
- Workforce management (WFM), speech technology (ST), and multimedia (MM) systems witnessed good growth in 2014 as organizations increased investments in contact center operation management and knowledge management integration. The overall APAC contact center applications market is expected to witness a CAGR of % from 2014 to 2021.
- The top 5 contact center application vendors in APAC, namely Avaya, Verint Systems, NICE Systems, Genesys, and Cisco Systems, accounted for % of the total market revenue in 2014.
- The gradual migration from premises-based contact center solutions to hosted/cloud contact center services caused revenue decline of contact center applications in some APAC markets.
- While voice interaction remained the key communication channel, the omni-channel concept has spread across a few markets in the APAC region. Social media integration and smartphone penetration were the key drivers behind this transformation.

Table Of Contents

Analysis of the Asia-Pacific Contact Center Applications Market
1. EXECUTIVE SUMMARY

Executive Summary
Executive Summary—Market Engineering Measurements
Executive Summary—CEO's Perspective

2. MARKET DEFINITIONS AND RESEARCH METHODOLOGY

Market Definitions and Research Methodology
Market Overview
Research Methodology
Geographical Coverage
Market Overview—Definitions
Market Overview—Key Questions This Study Will Answer

3. DRIVERS AND RESTRAINTS—ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET

Drivers and Restraints—Asia-Pacific Contact Center Applications Market
Market Drivers
Drivers Explained
Market Restraints
Restraints Explained

4. ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET, 2014

Asia-Pacific Contact Center Applications Market, 2014
Market Overview—Market Trends
Market Overview—Technology Trends
Market Overview—Price Trends
Percent Revenue Breakdown by Application
Forecast Assumptions
Market Engineering Measurements
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Country
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

5. MARKET SHARE AND COMPETITIVE ANALYSIS— ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET

Market Share and Competitive Analysis— Asia-Pacific Contact Center Applications Market
Vendor Market Share
Vendor Market Share by Application

6. AUSTRALIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

Australia's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

7. MARKET SHARE AND COMPETITIVE ANALYSIS— AUSTRALIA

Market Share and Competitive Analysis— Australia
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

8. CHINA'S CONTACT CENTER APPLICATIONS MARKET, 2014

China's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Market—Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

9. MARKET SHARE AND COMPETITIVE ANALYSIS— CHINA

Market Share and Competitive Analysis— China
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights
China's Market—Competitive Highlights

10. HONG KONG'S CONTACT CENTER APPLICATIONS MARKET, 2014

Hong Kong's Contact Center Applications Market, 2014
Market Engineering Measurements
Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

11. MARKET SHARE AND COMPETITIVE ANALYSIS— HONG KONG

Market Share and Competitive Analysis— Hong Kong
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

12. INDIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

India's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

13. MARKET SHARE AND COMPETITIVE ANALYSIS— INDIA

Market Share and Competitive Analysis— India
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

14. INDONESIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

Indonesia's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

15. MARKET SHARE AND COMPETITIVE ANALYSIS— INDONESIA

Market Share and Competitive Analysis— Indonesia
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

16. JAPAN'S CONTACT CENTER APPLICATIONS MARKET, 2014

Japan's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

17. MARKET SHARE AND COMPETITIVE ANALYSIS— JAPAN

Market Share and Competitive Analysis— Japan
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

18. MALAYSIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

Malaysia's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

19. MARKET SHARE AND COMPETITIVE ANALYSIS— MALAYSIA

Market Share and Competitive Analysis— Malaysia
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

20. NEW ZEALAND'S CONTACT CENTER APPLICATIONS MARKET, 2014

New Zealand's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

21. MARKET SHARE AND COMPETITIVE ANALYSIS— NEW ZEALAND

Market Share and Competitive Analysis— New Zealand
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

22. THE PHILIPPINES' CONTACT CENTER APPLICATIONS MARKET, 2014

The Philippines' Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

23. MARKET SHARE AND COMPETITIVE ANALYSIS— THE PHILIPPINES

Market Share and Competitive Analysis— The Philippines
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

24. SINGAPORE'S CONTACT CENTER APPLICATIONS MARKET, 2014

Singapore's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

25. MARKET SHARE AND COMPETITIVE ANALYSIS— SINGAPORE

Market Share and Competitive Analysis— Singapore
Vendor Market Share
Vendor Market Share by Application
Competitive Highlights

26. SOUTH KOREA'S CONTACT CENTER APPLICATIONS MARKET, 2014

South Korea's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical

27. MARKET SHARE AND COMPETITIVE ANALYSIS— SOUTH KOREA

Market Share and Competitive Analysis— South Korea
Vendor Market Share
Vendor Market Share by Application

Vendor Market Share by Application (continued)
Competitive Highlights
Competitive Highlights (continued)
Competitive Highlights (continued)
28. TAIWAN'S CONTACT CENTER APPLICATIONS MARKET, 2014

Taiwan's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Market Overview—Key Trends (continued)
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical
Market Highlights by Horizontal and Vertical (continued)
29. MARKET SHARE AND COMPETITIVE ANALYSIS— TAIWAN

Market Share and Competitive Analysis— Taiwan
Vendor Market Share
Vendor Market Share by Application
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Competitive Highlights
Competitive Highlights (continued)
Competitive Highlights (continued)
30. THAILAND'S CONTACT CENTER APPLICATIONS MARKET, 2014

Thailand's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical
Market Highlights by Horizontal and Vertical (continued)
31. MARKET SHARE AND COMPETITIVE ANALYSIS— THAILAND

Market Share and Competitive Analysis— Thailand
Vendor Market Share
Vendor Market Share by Application
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Competitive Highlights
Competitive Highlights (continued)
32. VIETNAM'S CONTACT CENTER APPLICATIONS MARKET, 2014

Vietnam's Contact Center Applications Market, 2014
Market Engineering Measurements
Percent Revenue Breakdown by Application
Market Overview—Key Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Application
Market Highlights by Application Discussion
Market Highlights by Horizontal and Vertical
Market Highlights by Horizontal and Vertical (continued)
33. MARKET SHARE AND COMPETITIVE ANALYSIS— VIETNAM

Market Share and Competitive Analysis— Vietnam
Vendor Market Share
Vendor Market Share by Application
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Competitive Highlights
34. THE LAST WORD

The Last Word
The Last Word—3 Big Predictions
Legal Disclaimer
35. APPENDIX

Appendix
Appendix—Other Participants in Asia-Pacific
Appendix—Other Participants in Asia-Pacific (continued)
Appendix—Other Participants in Australia
Appendix—Other Participants in China
Appendix—Other Participants in Hong Kong
Appendix—Other Participants in India
Appendix—Other Participants in Indonesia
Appendix—Other Participants in Japan
Appendix—Other Participants in Malaysia
Appendix—Other Participants in New Zealand
Appendix—Other Participants in the Philippines
Appendix—Other Participants in Singapore
Appendix—Other Participants in South Korea
Appendix—Other Participants in Taiwan
Appendix—Other Participants in Thailand
Appendix—Other Participants in Vietnam
Partial List of Companies Interviewed

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