Frost and Sullivan: Growth Opportunities in the Contact Centre Applications Market

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Home > Articles > Frost and Sullivan: Growth Opportunities in the Contact Centre Applications Market

 Frost and Sullivan: Growth Opportunities in the Contact Centre Applications Market

July 19, 2012


Frost & Sullivan’s Information, Communications, and Technologies (ICT) Practice will host an analyst briefing on the Asia Pacific market for contact centre solution providers on Wednesday, 25 July 2012, at 1100 hrs (GMT +8.00 hrs) Singapore time.

The Asia Pacific region holds attraction for many when it comes to the contact centre business. The region continues to soar as the preferred off-shore destination. At the same time, intensifying focus on quality customer service has piqued the interest of domestic enterprises across Asia Pacific. To meet rising customer demand, the region recorded a 9.7 per cent growth in contact centre agent seats to reach US$2.5 million in 2011. This in turn raised investments in contact centre applications. In an increasingly competitive market, organisations in the region started to leverage on customer service as a key differentiator. Such focus helped investment on the advanced features and capabilities to be added on contact centres in 2011.

This analyst briefing will discuss how Contact Centre revenues will be impacted in the short term and long term, how applications will affect the revenue model of operators, and how contact centre business models will evolve in Asia Pacific.

We will provide an update of related and upcoming research as well as provide an opportunity for a question and answer session with the analyst.

Partner and managing director, ICT Practice of Frost & Sullivan, Manoj Menon, observes: “While the different markets are at varying stages of growth, contact centre spending was back across market with a good mix of replacement and expansion, alongside some new projects. Cost effectiveness proved to be important factor for contact centre operation. Australia, Japan, Korea, the Philippines, and India were key growth markets last year. Domestic demand for customer service continued to witness good growth in developing markets such as India, China, Indonesia, and Vietnam. By 2018, India and China together are likely to contribute over 30 per cent of Asia Pacific revenue.”  

This briefing will benefit Contact Centre and Call Centre solution providers and marketers, by discussing emerging trends and providing outlooks into the Asia Pacific Contact Centre Industry.


Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.


Copyright © 2012 Singapore Institute of Management

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