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March 18, 2008 17:45 ET

Focus on the APAC-a Framework for Contact Center Growth (Review Report)

LONDON, ONTARIO--(Marketwire - March 18, 2008) -

Reportlinker.com announces that a new market research report related to the Computing - Telecommunication industry is available in its catalogue.

APAC - a framework for contact center growth (Review Report)

A heterogeneous melange of cultures, languages, consumers and countries categorize the Asia-Pacific (APAC) contact center market. Understanding the full range of macroeconomic, social and business trends in APAC is therefore vital for vendors creating successful go-to-market strategies.

Can India's Dramatic Contact Center Growth Be Sustained (Market Focus) - The Challenges Posed by China's Rise in Contact Centers (Market Focus) - The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus).

The expansion in demand for products and services in Asia Pacific (APAC), combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets.

India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite.

China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment.

Learn what the next major market opportunities for contact centers are in APAC - Understand which regions and vertical sectors offer the most significant growth potential for the sale of contact center technologies and services - Know where the next major market opportunities for contact centers are.

Overview 1

Catalyst 1

Summary 1

Methodology 1

Executive Summary 2

Can India's Dramatic Contact Center Growth Be Sustained (Market Focus) 2

The Challenges Posed by China's Rise in Contact Centers (Market Focus) 2

The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus) 2

Table of Contents 4

Table of figures 5

Table of tables 6

Can India's Dramatic Contact Center Growth Be Sustained (Market Focus) 7

SUMMARY 7

India's growing middle class and increasing consumer purchasing power 7

Growing IT budgets among Indian firms 9

Increasing penetration of IP vs. that of TDM 10

An overview of distributed and hosted contact center models in India 11

Distributed contact centers will flourish in India attracting more regional clients and a new workforce 12

The simplicity of the Software as a Service model is attracting more then just hype in India 13

Actions for India 13

Key challenges in the Indian market 13

Outsourcing has created a tight labor market leading to a skills shortage 13

Telecommunications infrastructure is unreliable, despite having high mobile phone penetration 14

Vendors need to communicate the value of applications 14

The Challenges Posed by China's Rise in Contact Centers (Market Focus) 15

SUMMARY 15

Growing IT investments among Chinese firms 15

Contact centers' increasing role in government and communications markets 18

Contact centers in government 18

Contact centers in the communications market 19

The growing importance of consolidating and standardizing systems in China 20

Basic contact center technologies are currently in use but upgrades are likely in 24 months 21

Increasing efficiency in the contact center will lead to an increase in investment in WOTs 23

Actions for China 23

Why certain vendors will have more success in China 23

Emerging multinational Chinese companies seek foreign vendors and operators to deliver solutions 23

International operators are investing in Chinese telecom companies to grow market share 23

China promises long-term prosperity but watch out for short-term risks 23

The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus) 25

SUMMARY 25

Australia's saturated market has consulting and multi-channel opportunities 25

Agent positions in Australia set to grow by a CAGR of 3.1% 25

Demand for contact centers will come from the small to medium sized Australian companies 27

Communications and public sector in Australia are strong verticals to focus on 28

Developing and executing a robust go-to-market strategy in Australia will be a challenge 29

Opportunities exist in consulting and multi-channel applications 29

Consultancy is a good pre-sales tactic 29

Contact centers are no longer voice-centric 30

Vendors need to harness Japan's growth in particular contact center markets to reap rewards 30

The number of agent positions in Japan will grow more quickly than in Australia 30

Financial services may be the biggest market but manufacturing is the fastest growing opportunity 31

Existing alliances may prove to be an obstacle for international contact center vendors 33

Japan places a high price on quality 33

Korean investors display conservative buying behaviors despite innovative channel ideas 33

Korean enterprises are cautious about full scale deployments of high-end contact center solutions 35

The use of video is gaining a following in Korean contact center deployments 35

Vendors need to improve relationships by creating mindshare with Korean partners 35

Actions for Australia, Japan and Korea 36

Australian business practices promote the use of home-agents 36

Vendors will find Japanese manufacturers hungry for contact center technologies 36

Japanese firms are loyal to historic alliances 36

Investing in Korea is challenging as its economy strengthens 36

APPENDIX 37

Definitions 37

Agent position (AP) 37

Contact center 37

Methodology 37

Further reading 37

Ask the analyst 38

Datamonitor consulting 38

Disclaimer 38

List of Tables

Table 1: Agent positions in India 2006 - 2012 8

Table 2: Contact center spending in India, 2006-2012 9

Table 3: Agent positions and growth rates in China, 2006 - 2012 18

Table 4: Contact center technology spend in China, 2006 - 2012 22

Table 5: Australia agent positions (APs) comparison with UK and USA 26

Table 6: Agent position sizeband breakdown for Australia, 2006 - 2012 27

Table 7: Agent position vertical breakdown for Australia, 2006 - 2012 28

Table 8: Agent position sizeband breakdown for Japan, 2006 - 2012 31

Table 9: Agent position vertical breakdown for Japan, 2006 - 2012 32

Table 10: Agent position breakdown for Korea, by vertical market, 2006 - 2012 34

List of Figures

Figure 1: Average income of Indian households - 2006 ($) 7

Figure 2: Agent positions in India 2006 - 2012 8

Figure 3: How has your IT budget grown or shrunk from 2006-7? 9

Figure 4: TDM vs IP agent positions in India, 2006 and 2012 ('000s) 10

Figure 5: Indian contact centers technologies currently in use and upgrade possibilities 12

Figure 6: IT budgets in China are set to increase 15

Figure 7: Customer satisfaction is a top priority objective 16

Figure 8: Agent positions and growth rates in China, 2006 - 2012 17

Figure 9: Simplifying systems is the top strategic priority for 2007 20

Figure 10: Contact center technology spend in China, 2006 - 2012 21

Figure 11: Basic contact centers followed by quality monitoring are the most used technologies in China 22

Figure 12: Australia agent positions (APs) comparison with UK and USA 25

Figure 13: Agent positions and growth rates in Austrailia, 2006 - 2012 27

Figure 14: Agent positions and growth rates in Japan, 2006 - 2012 30

Figure 15: Agent positions and growth rates in Korea, 2006 - 2012 33

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APAC - a framework for contact center growth (Review Report)

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