Contact Center Solutions Featured Article

New Report Examines Viability of APAC Contact Center Markets

January 21, 2008

The contact center market throughout the world is a dynamic market. Areas throughout the world can experience strong growth, while a country just next door can suffer loss due to increasing wages or unstable politic structures. The understanding of these markets is essential to any organization seeking to establish contact center operations.


Reportlinker.com recently announced that a new research report focuses on the challenges that are encountered in this industry. The report, The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific, provides significant insight into these markets.

For one, the developed countries in the Asia-Pacific (APAC) region have strong economies, a strong technological infrastructure and a growing need to service an ever increasingly sophisticated consumer base.

The report also shows that Australia’s saturated market has consulting and multi-channel opportunities. Vendors need to harness Japan’s growth in particular contact center markets to reap rewards. Korean investors display conservative buying behaviors despite innovative channel ideas.

Australia, Japan and South Korea have proven to be fierce, yet vibrant, markets to compete in. These areas have experienced several decades of rapid industrialization and recent financial crises in each of these three countries revealed economic deficiencies that have largely been corrected.

According to Datamonitor, vendors in Korea should create mindshare with other technology vendors and service providers to create brand equity. In doing so, products are seen as reliable and dependable in the Korean market.

In Australia, agent positions are set to grow by a CAGR of 3.1 percent. The demand for contact centers in the region will continue to come from small to medium sized Australian companies. What’s more, developing and executing a robust go-to-market strategy in Australia will be a challenge.

The report also found that vendors need to harness Japan’s growth in particular contact center markets to reap rewards. The number of agent positions in Japan is expected to grow more quickly than in Australia. Existing alliances may prove to be an obstacle for international contact center vendors, although Japan places a high price on quality
Korean investors appear to be much more conservative. Despite innovative channel ideas, Korean investors take a conservative approach to buying. Korean enterprises appear to be cautious about full-scale deployments of high-end contact center solutions. This research also found that the use of video is gaining a following in Korean contact center deployments.

Although the contact centers in these markets are progressing at different paces, the reality is that they are all experiencing changes that contribute to their growth. The industry overall is changing and these segments must be able to adapt in order to remain competitive.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

Want to learn more about contact centers? Then be sure to check out TMCnet’s
White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

Article comments powered by Disqus

Related Contact Center Solutions Articles

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

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014
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!