Frost & Sullivan recently released a new report, which revealed that the Asia-Pacific Contact Center Applications Market registered more than 13 percent growth in 2011. Although the market for contact centers in the Asia-Pacific region continues to grow, organizations are now focusing on improved customer service to differentiate themselves from their competitors. This has not only led to increased investments within this area, but has also helped in driving development of advanced contact center features and capabilities.
In a statement, Frost & Sullivan Industry Manager Krishna Baidya said, "Cost is a vital purchase factor for contact center operations in the Asia-Pacific. Therefore, several contact centers are looking ways to optimize their operations, generating strong demand for workforce Optimization (WFO) and analytical tools. Meanwhile, the rising popularity of cloud computing has encouraged the growth of alternative models such as hosted contact center service with its pay-per-use model. This is an attractive option in the Asia-Pacific, as it lowers upfront investments and prompts higher investments in contact center services."
In spite of the economic slowdown, the market is expected to maintain its double digit growth in 2012. In 2011, countries including Japan, Australia, Korea, the Philippines and India stood out as key growth markets. India and China will account for more than 30 percent of the total market revenue by 2018.
Multichannel conversation and social media integration is also expected to feature prominently within the Asia-Pacific markets. Contact center applications such as multimedia and speech have taken roots within the Australian market based on the importance of self service and social media. Countries such as India, China and the Philippines, which are considered as high-growth markets, are also investing in self-service applications and optimization tools. During this period, BFSI and Telco will help in consolidating growth of the contact center applications market.
A number of organizations are keen on leveraging the services of small-sized contact centers that provide customer contact services instead of setting up in-house contact centers.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO. Follow us on Twitter.