2013-08-08 10:11

APAC call centers demand advanced apps

APAC call centers demand advanced apps

August 07, 2013
 
The Asia-Pacific contact center applications market recorded revenues of $703.1 million in 2012. To meet raising customer demand, the region is likely to see increasing investment to help the market grow to $1.16 billion in 2019.
 
In a new analysis, research firm Frost & Sullivan said continued deregulation of the industry along with development of verticals such as telecommunications, online retail, government, education, banking, financial services and insurance will see boost in customer services demand.
 
In 2012, Japan and Australia were found to be the two largest markets which contributed over 44% of the total revenue. By 2019, Frost & Sullivan said India and China are likely to account for over 31% of the total market revenue.
 
Since most Asia-Pacific markets continue to be price-sensitive, the pressure to be cost-effective continues to emphasize on optimization of contact center operations. This boosted demand for optimization tools such as workforce optimization (WFO) tools as well as analytical tools that helps understand customer interactions better.
 
The availability of cloud-based options that offer a viable alternative to traditional technology further curbs sale volumes of premised based contact center applications.
 
“With limited green field opportunities, vendors have turned their focus to upgrades and new technology advancements,” said Frost & Sullivan Information and Communication Technologies Research Manager Krishna Baidya. “Solution providers are helping enterprises to offer seamless service experience across myriad of channels to their customers. This is also meant to integrate existing systems with new channels of communication and business applications to effectively manage the increasing use of multi-modal customer contacts.”