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Asia-Pacific Contact Center Applications Market, 2013

  • October 2014
  • 351 pages
  • Frost & Sullivan
Report ID: 447442

Summary

Table of Contents

The Industry is Rapidly Transforming from Technology-centric to Customer Engagement Focused

This study breaks down the contact center applications market across 13 countries in the Asia-Pacific region based on 8 application segments including Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response, Outbound, Call Monitoring, Workforce Management (WFM), Speech Technology, and Multimedia applications. It presents market sizing and market share by application and by country. Trends are also identified based on technology adoption across different industries or sectors as well as by the size of the contact centers. Market drivers and restraints are also discussed for each country in the Asia-Pacific region.

Executive Summary
-The Asia-Pacific contact center applications market grew marginally amidst global economic concerns and soft investment sentiment in 2013. The overall market was worth $ million in 2013, a moderate growth of % from the year before.
-The revenue from the core applications (automatic call distributor, call monitoring, interactive voice response, and computer telephony integration) in many APAC countries declined, as companies held back investment on new systems and technology refreshments. While it is expected that revenue from the core applications will continue to show moderate growth, that from the advanced applications (outbound systems, workforce management, speech technology, multimedia systems) will drive the market during the forecast period. The overall market is expected to witness a CAGR of% from 2013 to 2020.
-The top five vendors in the Asia-Pacific contact center applications market—Avaya, Cisco Systems, Genesys, NICE Systems, and Verint Systems—contributed % of the total market revenue in 2013.
-Based on revenue, Japan, Australia, and China were the top three countries in 2013.
-Changing consumer behaviors have started to impact the technology buying decision of contact centers. The fast growth of social media interactions and mobility has shifted consumers’ communication methods from phone calls to these new channels. Contact centers in the Asia-Pacific region are gradually re-structuring their service strategy and technology systems.

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