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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.

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