Contact Center Solutions Featured Article

Australian Contact Center Applications Market to Grow 38.9 Percent by 2019

February 10, 2014

Contact center applications are looking up in the land down under, with the Australian market anticipated to grow by 38.9 percent from 2012 to 2019, according to a recent report by market research firm Frost & Sullivan (News - Alert).

The healthy growth rate is related to Australia’s relatively small marketplace combined with growing demand from companies that are starting to adopt cloud-based contact center solutions, according to the company’s analysts.

"Organizations are increasingly evaluating alternative solutions offering similar capabilities with more flexible deployment and payment models,” explained Audrey William, head of research, ICT practice, Frost & Sullivan ANZ. “This is driving demand for hosted and hybrid solutions, where vendors such as Interactive Intelligence (News - Alert) have been particularly successful."

Frost & Sullivan reports the Australian contact center applications market grew 11.3 percent in 2012 from the previous year. Growth will level off in coming years, but still register at an impressive 6.2 percent CAGR from 2012 to 2019.

image via shutterstock

The industry is in flux as companies evaluate the advantages of hosted, cloud-based contact centers solutions versus more traditional on-site solutions. The majority of the market still uses on-site solutions, but as providers of cloud-based solutions address concerns about security and reliability, continued growth in hosted solutions is expected.

Frost & Sullivan found that although almost two-thirds of Australian organizations use on-site contact center solutions, 60 percent of those organizations are likely to evaluate or deploy cloud based solutions in the next two years.

"As momentum gathers towards third party hosted and delivered contact center solutions, telcos with their network expertise, will be advantageously positioned to capitalize on this trend,” Williams said. “Telcos will be well positioned to leverage their market reach to offer bundled solutions. Telstra (News - Alert) and Optus have strong vendor partnerships to go with their carrier and local data center capabilities. Additionally, global telcos such as BT are strengthening their market presence through vendor partnerships."

Frost & Sullivan surveyed 227 IT decision makers in Australia in July 2013 for its report Australian Contact Centre Market 2013.




Edited by Ryan Sartor

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!