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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

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APAC Contact Center Applications Market Back to Growth Trajectory

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

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