SINGAPORE--(Business Wire)--
The current economic slump in the US has not had a major impact on
the Asia-Pacific contact centre applications market in 2007. Except
for the Philippines where some deals were deferred, almost all other
Asia-Pac countries saw contact centres increasing their investments on
equipment and applications to improve customer interaction services.
Revenues in the Asia-Pac contact centre applications market rose
12.2 percent (year-on-year) in 2007, and is expected to grow by 14.2
percent this year. Frost & Sullivan however believes that if the US
financial crisis continues, demand for contact centre applications
will dive in late 2008 and 2009, especially from the BFSI (banking,
financial services and insurance) sector.
New analysis from Frost & Sullivan
(http://www.enterprisecommunications.frost.com), Asia Pacific Contact
Centre Applications Market, finds that the market - covering 14
Asia-Pacific countries - earned revenues of US$665.4 million in 2007
and estimates this to reach US$1.31 billion by end-2014, at a CAGR
(compound annual growth rate) of 10.2 percent (2007-2014).
The top three markets by revenue in 2007 were Japan which
accounted for about 24.9 percent (US$165.5 million), followed by India
at 17.8 percent (US$118.6 million) and Australia at 15.3 percent
(US$101.7 million).
If you are interested in a virtual brochure, which provides
service providers, vendors/manufacturers, end users, and other
industry participants with an overview of the Asia-Pacific contact
centre applications market, then send an e-mail to Sarah Lourdes at
sarah.lourdes@frost.com, with your full name, company name, title,
telephone number, fax number, and e-mail address. Upon receipt of the
above information, an overview will be sent to you by e-mail.
"Customer service has taken high priority amongst organisations in
Asia," says Frost & Sullivan industry manager Shivanu Shukla.
"Business users are placing greater emphasis on contact centre
performance, thus investing more on sophisticated applications such as
quality monitoring, voice portals and analytics solutions."
According to the study, other key growth drivers include strong
economic growth in Asia-Pacific driving new call centre set-ups and
expansion in some countries, the migration to IP driving upgrades and
replacements, as well as offshoring business from high-cost markets
such as the US and Europe.
Shukla notes, "The call centre industry saw robust growth in the
ASEAN region by way of new greenfield sites, over and above expansions
and upgrades.
"Offshoring and outsourcing operations continue to thrive in the
Philippines, India, Malaysia and China, as more deals were seen from
the US and Europe due to the cost-friendly factors such as cheaper
labour and overheads of Asian outsourcing hubs," he says, adding that
the credit crunch in the US is expected to drive more growth in the
offshoring business as cost reduction takes top priority for US
businesses.
Countries like Malaysia gained stronger traction from other ASEAN
countries, while China continues to add momentum from its burgeoning
domestic contact centre needs, as well as from Hong Kong and Taiwan.
Mature contact centre markets such as Australia, New Zealand,
Japan, Singapore and South Korea saw increasing migration towards
IP-based contact centre solutions. In fact, these countries
experienced a higher degree of replacement and upgrade exercises by
existing contact centres, rather than new centre developments.
In 2007, uptake of contact centre solutions in the government
sector saw a marked increase, particularly in the mature markets, as
citizen emergency help lines, tax offices and other sites supporting
such e-Government initiatives got underway.
Shukla believes that self-service contact centre applications and
unified contact centre solutions will see greater adoption as the need
to keep labour overheads low and the merits of unified communications
become increasingly apparent.
The Asia Pacific Contact Centre Applications Market study is part
of the Enterprise Communications Growth Partnership Service program,
which also includes research in the following markets: hosted contact
centres, UC quarterly trackers, UC end user studies (selected
countries), enterprise telephony, managed telephony services, and
conferencing and collaboration. All research services included in
subscriptions provide detailed market opportunities and industry
trends that have been evaluated following extensive interviews with
market participants. Analyst interviews are available to the press.
Frost & Sullivan, the Growth Partnership Company, partners with
clients to accelerate their growth. The company's TEAM Research,
Growth Consulting and Growth Team Membership empower clients to create
a growth-focused culture that generates, evaluates and implements
effective growth strategies. Frost & Sullivan employs over 45 years of
experience in partnering with Global 1000 companies, emerging
businesses and the investment community from more than 30 offices on
six continents. For more information about Frost & Sullivan's Growth
Partnerships, visit http://www.frost.com.
Frost & Sullivan
Sarah Lourdes, +603.6207.1030
Corporate Communications - Asia Pacific
sarah.lourdes@frost.com
Copyright Business Wire 2008
