1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends

Analysis of the Asia-Pacific Contact Center Applications Market

  • September 2015
  • 338 pages
  • Frost & Sullivan
Report ID: 3290912

Summary

Table of Contents

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.

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 60 Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

Ahmad helps you find the right report:

Testimonials

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at
Ikea

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at
Ingredion

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

Purchase Reports From Reputable Market Research Publishers

Contact Center Analytics Market by Component, Application - Global Forecast to 2022

  • $ 5650
  • Industry report
  • July 2017
  • by MarketsandMarkets

“Demand for better customer experience management solutions to gain crucial insights into customer data remains the major driving factor for contact center analytics market” The contact center analytics ...

Global Interactive Voice Response (IVR) Systems Industry

  • $ 4950
  • Industry report
  • June 2017
  • by Global Industry Analysts

This report analyzes the worldwide markets for Interactive Voice Response (IVR) Systems in US$ Million by the following Product Segments: Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports, and 65 and ...

EMEA Managed Security Services Market, Forecast to 2021

  • $ 4950
  • Industry report
  • July 2017
  • by Frost & Sullivan

Threat Detection and Remediation to Emerge as Key Market Drivers The Managed Security Services (MSS) market in Europe, Middle East and Africa (EMEA) registered a second consecutive year of double-digit, ...


ref:plp2015

Reportlinker.com © Copyright 2017. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.