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Contact Center Applications Market Trends in                 Vietnam               Dao Thi Minh “Thao”        Information ...
Agenda   1     Introduction – Market Condition and Situation   2     Major Market Trends   3     Customers’ Challenges   4...
Vietnam’s Market Condition and Situation“Vietnam is one of the fastest-growing countries in the region, withannual GDP in ...
Vietnam’s Contact Center Market Trends                        Telemarketing                          IP adoption       Mar...
Customers Challenges•   Price sensitivity: While consumers want quality and    understand that quality comes at a premium,...
Key drivers for growth•   Globalization: Vietnam opens the economy door for foreign    investement. More international com...
Top 3 Applications and Future Outlook•   Top three applications in the market are ACD (Automatic Call    Distributor), CTI...
Suggestions for CC Apps Vendor•   Have better marketing, promotion campaigns.•   Focus on other potential verticals such a...
Key Takeaways/ Conclusion•   Vendors keep recognizing Vietnam as a good prospect.•   Contact Center Apps continue to grow ...
Follow Frost & Sullivan on Facebook, LinkedIn, SlideShare,and Twitter             http://www.facebook.com/FrostandSullivan...
For Additional Information                                          Carrie Low  Donna Jeremiah                            ...
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Contact Center Applications Market Trends in Vietnam

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Frost & Sullivan analyst briefing on the contact center applications market trends in Vietnam

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Contact Center Applications Market Trends in Vietnam

  1. Contact Center Applications Market Trends in Vietnam Dao Thi Minh “Thao” Information & Telecommunications Technology Practice Frost & Sullivan Asia-Pacific 5th April 2012
  2. Agenda 1 Introduction – Market Condition and Situation 2 Major Market Trends 3 Customers’ Challenges 4 Key Drivers for Growth 5 Top 3 Applications in Vietnam & Future Outlook 6 Suggestions for CC apps Vendors 7 Key Takeaways/ Conclusion 2
  3. Vietnam’s Market Condition and Situation“Vietnam is one of the fastest-growing countries in the region, withannual GDP in recent years at 7-8.5%. Information and Communications Technology happens to be oneof the strongest economic sectors that contributes to the significantdevelopment of Vietnam’s economy in few years back and towardsthe future. In 2011, the contact center applications market in Vietnam wasestimated to be worth $ 5.1 million, growing at 19% over theprevious year.” 3
  4. Vietnam’s Contact Center Market Trends Telemarketing IP adoption Market Trends Outsourcing Social Media integration Initial discounting by global vendors CC adoption by potential verticals 4
  5. Customers Challenges• Price sensitivity: While consumers want quality and understand that quality comes at a premium, most buying decisions are highly price-sensitive.• IT Infrastructure: Though ICT industry in Vietnam is growing at the healthy rate with much improvement in IT infrastructure and bigger bandwidth. IT infrastructure is not at the very good level for IP adoption and unified communications solutions yet.• Low awareness: Many enterprises still have not seen how important contact centers are for their businesses’ operations. 5
  6. Key drivers for growth• Globalization: Vietnam opens the economy door for foreign investement. More international companies enter the domestic market and creates a fierce competition with local businesses. It leads to a focus on Customer Relationship Managerment and one of its tools – Contact Center.• Certain verticals have requirement for Contact Centers to serve customers like Telco and BFSI especially with more branches are opened with an ever expanding customer base.• Telemarketing: starts catching up with the global trends.• Social Networking is booming! Along with the explosion of Internet and transparent information. Social networking gains popularity as ever and becomes one of the tools for contact center to serve customers better.• Low cost of employment: Vietnam with a strong workforce and lower labour cost comparing to many other countries in the region and in the world. 6
  7. Top 3 Applications and Future Outlook• Top three applications in the market are ACD (Automatic Call Distributor), CTI (Computer Telephony Integration) and IVR (Interactive Voice Response).• ACD is the biggest contributor and still growing at a fast rate as majority of contact centers’ primary purpose is to support incoming voice calls.• For the near future outlook, Outbound, Multimedia, Call Monitoring and WFM (Workforce Management) are taking trends to increase popularity. 7
  8. Suggestions for CC Apps Vendor• Have better marketing, promotion campaigns.• Focus on other potential verticals such as Government, Travel & Hospitality, Manufacturing, Education and Healthcare.• Have more competitive and flexible pricing schemes.• Embedding more value to products and solutions. *Picture from Google 8
  9. Key Takeaways/ Conclusion• Vendors keep recognizing Vietnam as a good prospect.• Contact Center Apps continue to grow in the country on the back of an expanded presence.• Future of Outsourcing, Social Media and other Contact Center Apps. 9
  10. Follow Frost & Sullivan on Facebook, LinkedIn, SlideShare,and Twitter http://www.facebook.com/FrostandSullivan http://www.linkedin.com/companies/4506 http://www.slideshare.net/FrostandSullivan http://twitter.com/frost_sullivan 10
  11. For Additional Information Carrie Low Donna Jeremiah Corporate Communications Corporate Communications Asia Pacific Asia Pacific +603 6204 5910 +61 (0) 8247 8927 djeremiah@frost.com carrie.low@frost.com Jessie Loh Dao Thi Minh Corporate Communications Research Associate Asia Pacific ICT +65 6890 0942 apacfrost@frost.com jessie.loh@frost.com 11

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