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Analysis of the Asia-Pacific Hosted Contact Center Services Market : Growing Demand for System Flexibility and Scalability Powers Revenue Growth

Analysis of the Asia-Pacific Hosted Contact Center Services Market

Growing Demand for System Flexibility and Scalability Powers Revenue Growth

This research service analyzes the hosted contact center services market in the Asia-Pacific region. Market sizing and forecasting are provided in terms of seats and revenue. The competitive landscape is examined at a vendor level as well as at a service provider level. Furthermore, key application vendors and hosted contact center service providers in the region have been profiled. Regional analysis and forecasting are provided for six regions within the Asia-Pacific market including Oceania (Australia and New Zealand), Association of Southeast Asian Nations (ASEAN), Greater China (China, Hong Kong, and Taiwan), India, Japan, and South Korea.

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

Executive Summary


Revenue from all the hosted contact center application segments totaled $ million in 2014, up by %, and is projected to grow at a CAGR of % to $ million by 2021.

- The awareness level regarding hosted / cloud platform had significantly improved in 2014. The changing communication landscape and network infrastructure in the Asia-Pacific (APAC) region have aided the adoption of hosted / cloud contact center services.

- The “pay as you go” financial model helped in improving the overall cost management and business planning, making it more favorable than the capital expenditure (capex) model. It also gained popularity among large contact centers that believe in quick expansion and need to meet overflowing demand.

- Concepts such as “public cloud”, “private cloud” and “hybrid cloud” have been widely adopted by organizations in APAC. An increasing number of enterprises were actively adopting the “hybrid cloud” model for the contact center systems, keeping core routing applications on-premises, and moving other solutions such as recording, reporting, and analysis into the cloud.

Table Of Contents

Analysis of the Asia-Pacific Hosted Contact Center Services Market 
1 EXECUTIVE SUMMARY

Executive Summary
1 Executive Summary
2 Executive Summary
3 Executive Summary—Market Engineering Measurements
4 Executive Summary—CEO's Perspective

2 MARKET OVERVIEW

Market Overview
1 Market Overview—Definitions
2 Market Overview—Research Methodology
3 Market Overview—Geographical Coverage
4 Market Overview—Key Questions This Study Will Answer

3 EXTERNAL CHALLENGES: DRIVERS AND RESTRAINTS—TOTAL HOSTED CONTACT CENTER SERVICES MARKET

External Challenges: Drivers and Restraints—Total Hosted Contact Center Services Market
1 Market Drivers
2 Drivers Explained
3 Drivers Explained
4 Market Restraints
5 Restraints Explained
6 Restraints Explained

4 FORECASTS AND TRENDS—TOTAL HOSTED CONTACT CENTER SERVICES MARKET

Forecasts and Trends—Total Hosted Contact Center Services Market
1 Measurements
2 Key Market Trends
3 Key Market Trends
4 Key Market Trends
5 Key Technology Trends
6 Key Pricing Trends
7 Total Hosted Contact Center Services Market—Seat Forecast
8 Total Hosted Contact Center Services Market—Revenue Forecast
9 Hosted Seats and Revenue Forecast Discussion
10 Revenue by Region
11 Revenue by Region Discussion

5 DEMAND ANALYSIS—TOTAL HOSTED CONTACT CENTER SERVICES MARKET

Demand Analysis—Total Hosted Contact Center Services Market
1 Market Penetration Analysis
2 Total Hosted Contact Center Services Market—Forecast by Size of Hosting
3 Adoption Trend Analysis—Size of Hosting
4 Total Hosted Contact Center Services Market—Forecast by Type of Requirement
5 Total Hosted Contact Center Services Market—Forecast by Horizontal Market
6 Adoption Trends Analysis
7 Adoption Trends Analysis

6 ECOSYSTEM ANALYSIS—APPLICATION VENDORS

Ecosystem Analysis—Application Vendors
1 Vendor Insights
2 Vendor Insights
3 Vendor Profiles
4 Vendor Profiles
5 Vendor Profiles
6 Vendor Profiles
7 Vendor Profiles
8 Vendor Profiles

7 ECOSYSTEM ANALYSIS—SERVICE PROVIDERS

Ecosystem Analysis—Service Providers
1 Service Provider Insights
2 Service Provider Insights
3 Service Provider Profiles
4 Service Provider Profiles
5 Service Provider Profiles
6 Service Provider Profiles

8 OCEANIA MARKET BREAKDOWN

Oceania Market Breakdown
1 Oceania (Australia and New Zealand)
2 Measurements
3 Key Market Trends
4 Key Market Trends
5 Hosted Contact Center Services Market—Revenue Forecast
6 Service Provider Trends
7 Service Provider Trends
8 Service Provider Profiles
9 Service Provider Profiles
10 Service Provider Profiles
11 Service Provider Profiles

9 INDIA MARKET BREAKDOWN

India Market Breakdown
1 India
2 Measurements
3 Key Market Trends
4 Key Market Trends
5 Key Market Trends
6 Hosted Contact Center Services Market—Revenue Forecast
7 Service Provider Trends
8 Service Provider Trends
9 Service Provider Profiles
10 Service Provider Profiles
11 Service Provider Profiles

10 JAPAN MARKET BREAKDOWN

Japan Market Breakdown
1 Japan
2 Measurements
3 Key Market Trends
4 Hosted Contact Center Services Market—Revenue Forecast
5 Service Provider Trends
6 Service Provider Profiles
7 Service Provider Profiles
8 Service Provider Profiles
9 Service Provider Profiles

11 ASEAN MARKET BREAKDOWN

ASEAN Market Breakdown
1 ASEAN
2 Measurements
3 Key Market Trends
4 Key Market Trends
5 Key Market Trends
6 Key Market Trends
7 Key Market Trends
8 Key Market Trends
9 Hosted Contact Center Services Market—Revenue Forecast
10 Service Provider Trends
11 Service Provider Trends
12 Service Provider Trends
13 Service Provider Profiles
14 Service Provider Profiles

12 GREATER CHINA MARKET BREAKDOWN

Greater China Market Breakdown
1 Greater China
2 Measurements
3 Key Market Trends—China
4 Key Market Trends—Hong Kong
5 Key Market Trends—Taiwan
6 Hosted Contact Center Services Market—Revenue Forecast
7 Service Provider Trends
8 Service Provider Trends
9 Service Provider Profiles
10 Service Provider Profiles
11 Service Provider Profiles
12 Service Provider Profiles
13 Service Provider Profiles
14 Service Provider Profiles

13 SOUTH KOREA MARKET BREAKDOWN

South Korea Market Breakdown
1 South Korea
2 Measurements
3 Key Market Trends
4 Hosted Contact Center Services Market—Revenue Forecast
5 Service Provider Trends
6 Service Provider Profiles
7 Service Provider Profiles
8 Service Provider Profiles

14 THE LAST WORD

The Last Word
1 The Last Word—Three Big Predictions
2 Legal Disclaimer

15 APPENDIX

Appendix
1 Methodology
2 Partial List of Companies Interviewed
3 Table of Acronyms Used
4 Learn More—Next Steps
5 Additional Sources of Information

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