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Asia-Pacific Contact Center Applications Market, 2013

  • October 2014
  • -
  • Frost & Sullivan
  • -
  • 351 pages

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.

Table Of Contents

Asia-Pacific Contact Center Applications Market, 2013
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—TOTAL CONTACT CENTER APPLICATIONS MARKET

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

4. ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET, 2013

Asia-Pacific Contact Center Applications Market, 2013
Asia-Pacific Market Overview—Market Trends
Asia-Pacific Market Overview—Technology Trends
Asia-Pacific Market Overview—Key Trends
Asia-Pacific Market Overview—Price Trends
Asia-Pacific Market—Revenue Breakdown by Technology
Forecast Assumptions
Asia-Pacific Market—Market Engineering Measurements
Asia-Pacific Market—Revenue Forecast
Asia-Pacific Market—Revenue Forecast Discussion
Asia-Pacific Market Highlights
Asia-Pacific Market Highlights by Technology
Asia-Pacific Market Highlights by Technology Discussion
Asia-Pacific Market Highlights by Horizontal and Vertical

5. MARKET SHARE AND COMPETITIVE ANALYSIS— ASIA-PACIFIC

Market Share and Competitive Analysis— Asia-Pacific
Asia-Pacific Market—Vendor Market Share
Asia-Pacific Market—Vendor Market Share by Technology

6. AUSTRALIAN CONTACT CENTER APPLICATIONS MARKET, 2013

Australian Contact Center Applications Market, 2013
Australian Market—Market Engineering Measurements
Australian Market—Revenue Breakdown by Technology
Australian Market Overview—Key Trends
Australian Market—Revenue Forecast
Australian Market—Revenue Forecast Discussion
Australian Market Highlights by Application
Australian Market Highlights by Application Discussion
Australian Market Highlights by Horizontal and Vertical

7. MARKET SHARE AND COMPETITIVE ANALYSIS— AUSTRALIA

Market Share and Competitive Analysis— Australia
Australian Market—Vendor Market Share
Australian Market—Vendor Market Share by Technology
Australian Market—Competitive Highlights

8. CHINA CONTACT CENTER APPLICATIONS MARKET, 2013

China Contact Center Applications Market, 2013
China Market—Market Engineering Measurements
China Market—Revenue Breakdown by Technology
China Market Overview—Key Trends
China Market—Revenue Forecast
China Market—Revenue Forecast Discussion
China Market Highlights by Application
China Market Highlights by Technology Discussion
China Market Highlights by Horizontal and Vertical

9. MARKET SHARE AND COMPETITIVE ANALYSIS— CHINA

Market Share and Competitive Analysis— China
China Market—Vendor Market Share
China Market—Vendor Market Share by Technology
China Market—Competitive Highlights

10. HONG KONG CONTACT CENTER APPLICATIONS MARKET, 2013

Hong Kong Contact Center Applications Market, 2013
Hong Kong Market—Market Engineering Measurements
Hong Kong Market—Revenue Breakdown by Technology
Hong Kong Market Overview—Key Trends
Hong Kong Market—Revenue Forecast
Hong Kong Market—Revenue Forecast Discussion
Hong Kong Market Highlights by Application
Hong Kong Market Highlights by Technology Discussion
Hong Kong Market Highlights by Horizontal and Vertical

11. MARKET SHARE AND COMPETITIVE ANALYSIS— HONG KONG

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

12. INDIA CONTACT CENTER APPLICATIONS MARKET, 2013

India Contact Center Applications Market, 2013
India Market—Market Engineering Measurements
India Market—Revenue Breakdown by Technology
India Market Overview—Key Trends
India Market—Revenue Forecast
India Market—Revenue Forecast Discussion
India Market Highlights by Application
India Market Highlights by Technology Discussion
India Market Highlights by Horizontal and Vertical

13. MARKET SHARE AND COMPETITIVE ANALYSIS— INDIA

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

14. INDONESIA CONTACT CENTER APPLICATIONS MARKET, 2013

Indonesia Contact Center Applications Market, 2013
Indonesia Market—Market Engineering Measurements
Indonesia Market—Revenue Breakdown by Technology
Indonesia Market Overview—Key Trends
Indonesia Market—Revenue Forecast
Indonesia Market—Revenue Forecast Discussion
Indonesia Market Highlights by Application
Indonesia Market Highlights by Technology Discussion
Indonesia Market Highlights by Horizontal and Vertical

15. MARKET SHARE AND COMPETITIVE ANALYSIS— INDONESIA

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

16. JAPAN CONTACT CENTER APPLICATIONS MARKET, 2013

Japan Contact Center Applications Market, 2013
Japan Market—Market Engineering Measurements
Japan Market—Revenue Breakdown by Technology
Japan Market Overview—Key Trends
Japan Market—Revenue Forecast
Japan Market—Revenue Forecast Discussion
Japan Market Highlights by Application
Japan Market Highlights by Technology Discussion
Japan Market Highlights by Horizontal and Vertical

17. MARKET SHARE AND COMPETITIVE ANALYSIS— JAPAN

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

18. MALAYSIA CONTACT CENTER APPLICATIONS MARKET, 2013

Malaysia Contact Center Applications Market, 2013
Malaysian Market—Market Engineering Measurements
Malaysia Market—Revenue Breakdown by Technology
Malaysia Market Overview—Key Trends
Malaysia Market—Revenue Forecast
Malaysia Market—Revenue Forecast Discussion
Malaysia Market Highlights by Application
Malaysia Market Highlights by Technology Discussion
Malaysia Market Highlights by Horizontal and Vertical

19. MARKET SHARE AND COMPETITIVE ANALYSIS— MALAYSIA

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

20. NEW ZEALAND CONTACT CENTER APPLICATIONS MARKET, 2013

New Zealand Contact Center Applications Market, 2013
New Zealand Market—Market Engineering Measurements
New Zealand Market—Revenue Breakdown by Technology
New Zealand Market Overview—Key Trends
New Zealand Market—Revenue Forecast
New Zealand Market—Revenue Forecast Discussion
New Zealand Market Highlights by Application
New Zealand Market Highlights by Technology Discussion
New Zealand Market Highlights by Horizontal and Vertical

21. MARKET SHARE AND COMPETITIVE ANALYSIS— NEW ZEALAND

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

22. THE PHILIPPINES CONTACT CENTER APPLICATIONS MARKET, 2013

The Philippines Contact Center Applications Market, 2013
The Philippines Market—Market Engineering Measurements
The Philippines Market—Revenue Breakdown by Technology
The Philippines Market Overview—Key Trends
The Philippines Market—Revenue Forecast
The Philippines Market—Revenue Forecast Discussion
The Philippines Market Highlights by Application
The Philippines Market Highlights by Technology Discussion
The Philippines Market Highlights by Horizontal and Vertical

23. MARKET SHARE AND COMPETITIVE ANALYSIS— THE PHILIPPINES

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

24. SINGAPORE CONTACT CENTER APPLICATIONS MARKET, 2013

Singapore Contact Center Applications Market, 2013
Singapore Market—Market Engineering Measurements
Singapore Market—Revenue Breakdown by Technology
Singapore Market Overview—Key Trends
Singapore Market—Revenue Forecast
Singapore Market—Revenue Forecast Discussion
Singapore Market Highlights by Application
Singapore Market Highlights by Technology Discussion
Singapore Market Highlights by Horizontal and Vertical

25. MARKET SHARE AND COMPETITIVE ANALYSIS— SINGAPORE

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

26. SOUTH KOREA CONTACT CENTER APPLICATIONS MARKET, 2013

South Korea Contact Center Applications Market, 2013
South Korea Market—Market Engineering Measurements
South Korea Market—Revenue Breakdown by Technology
South Korea Market Overview—Key Trends
South Korea Market—Revenue Forecast
South Korea Market—Revenue Forecast Discussion
South Korea Market Highlights by Application
South Korea Market Highlights by Technology Discussion
South Korea Market Highlights by Horizontal and Vertical

27. MARKET SHARE AND COMPETITIVE ANALYSIS— SOUTH KOREA

Market Share and Competitive Analysis— South Korea
South Korea Market—Vendor Market Share
South Korea Market—Vendor Market Share by Technology
South Korea Market—Competitive Highlights

28. TAIWAN CONTACT CENTER APPLICATIONS MARKET, 2013

Taiwan Contact Center Applications Market, 2013
Taiwan Market—Market Engineering Measurements
Taiwan Market—Revenue Breakdown by Technology
Taiwan Market Overview—Key Trends
Taiwan Market—Revenue Forecast
Taiwan Market—Revenue Forecast Discussion
Taiwan Market Highlights by Application
Taiwan Market Highlights by Technology Discussion
Taiwan Market Highlights by Horizontal and Vertical

29. MARKET SHARE AND COMPETITIVE ANALYSIS— TAIWAN

Market Share and Competitive Analysis— Taiwan
Taiwan Market—Vendor Market Share
Taiwan Market—Vendor Market Share by Technology
Taiwan Market—Competitive Highlights

30. THAILAND CONTACT CENTER APPLICATIONS MARKET, 2013

Thailand Contact Center Applications Market, 2013
Thailand Market—Market Engineering Measurements
Thailand Market—Revenue Breakdown by Technology
Thailand Market Overview—Key Trends
Thailand Market—Revenue Forecast
Thailand Market—Revenue Forecast Discussion
Thailand Market Highlights by Application
Thailand Market Highlights by Technology Discussion
Thailand Market Highlights by Horizontal and Vertical

31. MARKET SHARE AND COMPETITIVE ANALYSIS— THAILAND

Market Share and Competitive Analysis— Thailand
Thailand Market—Vendor Market Share
Thailand Market—Vendor Market Share by Technology
Thailand Market—Competitive Highlights

32. VIETNAM CONTACT CENTER APPLICATIONS MARKET, 2013

Vietnam Contact Center Applications Market, 2013
Vietnam Market—Market Engineering Measurements
Vietnam Market—Revenue Breakdown by Technology
Vietnam Market Overview—Key Trends
Vietnam Market—Revenue Forecast
Vietnam Market—Revenue Forecast Discussion
Vietnam Market Highlights by Application
Vietnam Market Highlights by Technology Discussion
Vietnam Market Highlights by Horizontal and Vertical

33. MARKET SHARE AND COMPETITIVE ANALYSIS— VIETNAM

Market Share and Competitive Analysis— Vietnam
Vietnam Market—Vendor Market Share
Vietnam Market—Vendor Market Share by Technology
Vietnam Market—Competitive Highlights

34. THE LAST WORD

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

35. APPENDIX

Appendix
Appendix—Other Participants in Asia-Pacific
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 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
Market Engineering Methodology
Learn More—Next Steps
Additional Sources of Information

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