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APAC Contact Center Applications Market Back to Growth Trajectory
 

APAC Contact Center Applications Market Back to Growth Trajectory

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Frost & Sullivan analyst briefing on the Asia Pacific Contact Center Applications Market

Frost & Sullivan analyst briefing on the Asia Pacific Contact Center Applications Market

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    APAC Contact Center Applications Market Back to Growth Trajectory APAC Contact Center Applications Market Back to Growth Trajectory Presentation Transcript

    • Asia Pacific Contact Center Applications Market Back to Growth Trajectory
      Where do the opportunities lie?
      Krishna Baidya
      Industry Manager
      ICT Practice - APAC
      September 2011
    • Table of Contents
      Contact Center Application – State of Market
      Demand Analysis
      Key Trends Shaping the Future
      Opportunity Analysis
      Source: Frost & Sullivan.
    • APAC State of the Market
      Market Name
      CY 2010 Market Size ($Mn), Growth Rate
      $751.7 million – Market Size in CY 2010
      GC
      $155.2, 11.3%
      Japan
      $182.3, 8.1%
      strong speech analytics wave, driven by compliance and going beyond “standard” Quality Management solutions
      market maturing rapidly and embrace advanced applications / technologies (analytics) to drive operational efficiency & sales
      South Korea
      $60.6, 0.1%
      India
      $110.1, 4.9%
      ANZ
      $148.1, 8.7%
      domestic markets (Finance, Insurance, Telco) continue to bloom
      most mature & innovative market in APAC
      ASEAN
      $95.3, 10.1%
      embracing new and advanced technology although environments continue to be relatively smaller
      Philippines –strong trend of agents seats moving from India
      (mainly voice based), BPOs looking to enhance offering
    • Contact Center Applications Market: Historical Market Performance (Asia Pacific), 2008 – 2010
      Contact Center Applications Market: CC Application Opportunity (Asia Pacific), CY 2010
      Note: All figures are rounded; the base year is 2010.
      Source: Frost & Sullivan
      Note: All figures are rounded; the base year is 2010.
      Source: Frost & Sullivan
      APAC State of the Market
    • Drivers and Restraints
    • Demand Analysis
      Contact Center Applications Market: Opportunity by Verticals (Asia Pacific), CY 2010
      Contact Center Applications Market: Opportunity by Horizontals (Asia Pacific), CY 2010
      Note: All figures are rounded; the base year is 2010.
      Source: Frost & Sullivan
      Note: All figures are rounded; the base year is 2010.
      Source: Frost & Sullivan
    • Opportunity Analysis
      Contact Center Applications Market: Revenue Forecast (Asia Pacific), 2009 - 2017
      CAGR (2010-1017): 9.1%
      Note: All figures are rounded; the base year is 2010.
      Source: Frost & Sullivan
    • Market Trends : Customer Experience 2.0
      Improving Infrastructure
      Multiple Media for Single Interaction
      RichInteractions
      Increasing Competition
      Costs - Shift from Capex to Opex
      Servicein the
      Cloud
      CollaborativeEngagement
      Gen Y – Changing expectations
      Social Media boom
      IntelligentService
      More with Less
      Need for Personalization
    • Market Trends : Customer Experience 2.0
      #1 Rich Customer Service Interactions
      #2 Collaborative Customer Engagement
      #3 Customer Service in the Cloud
      #4 Intelligent Service – Leveraging Analytics
    • Opportunity Analysis
      $ 1,383.7 Mn
      CAGR (2010 – 2017)
      CAGR (2010-1017): 9.1%
      $ 751.7 Mn
      Note: All figures are rounded; the base year is 2010.
      Source: Frost & Sullivan
      Note: No Services included in revenue
    • Opportunity Analysis
      Multimedia Integration & Emergence of Social Media as a Customer Service tool
      Shift towards increasing Self-Service & Using IVR as a call resolution platform
      Focus on Optimisation – Increasing investments in WFM & Performance Management applications
    • Follow Frost & Sullivan on Facebook, LinkedIn, SlideShare, and Twitter
      http://www.facebook.com/pages/Frost-Sullivan/249995031751?ref=ts
      http://www.linkedin.com/companies/4506
      http://www.slideshare.net/FrostandSullivan
      http://twitter.com/frost_sullivan
    • For Additional Information
      Donna Jeremiah
      Corporate Communications
      Asia Pacific
      +603 6204 5832
      djeremiah@frost.com
      Carrie Low
      Corporate Communications
      Asia Pacific
      +603 6204 5910
      carrie.low@frost.com
      Krishna Baidya
      Industry Manager
      ICT
      apacfrost@frost.com
      Jessie Loh
      Corporate Communications
      Asia Pacific
      +65 6890 0942
      jessie.loh@frost.com