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

SUMMARY

Abstract

Overview

Introduction

A heterogeneous mélange 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.

Scope

• 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)

Highlights

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.

Reasons to Purchase

• 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

TABLE OF CONTENTS

Table of Contents

• Overview
  • Catalyst
  • Summary
  • Methodology
• Executive Summary
  • 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)
• Table of Contents
• Table of figures
• Table of tables
• Can India's Dramatic Contact Center Growth Be Sustained (Market Focus)
  • SUMMARY
  • India's growing middle class and increasing consumer purchasing power
  • Growing IT budgets among Indian firms
  • Increasing penetration of IP vs. that of TDM
  • An overview of distributed and hosted contact center models in India
    • Distributed contact centers will flourish in India attracting more regional clients and a new workforce
    • The simplicity of the Software as a Service model is attracting more then just hype in India
• Actions for India
  • Key challenges in the Indian market
    • Outsourcing has created a tight labor market leading to a skills shortage
    • Telecommunications infrastructure is unreliable, despite having high mobile phone penetration
    • Vendors need to communicate the value of applications
• The Challenges Posed by China's Rise in Contact Centers (Market Focus)
  • SUMMARY
  • Growing IT investments among Chinese firms
  • Contact centers' increasing role in government and communications markets
    • Contact centers in government
    • Contact centers in the communications market
  • The growing importance of consolidating and standardizing systems in China
    • Basic contact center technologies are currently in use but upgrades are likely in 24 months
    • Increasing efficiency in the contact center will lead to an increase in investment in WOTs
• Actions for China
  • Why certain vendors will have more success in China
    • Emerging multinational Chinese companies seek foreign vendors and operators to deliver solutions
    • International operators are investing in Chinese telecom companies to grow market share
    • China promises long-term prosperity but watch out for short-term risks
• The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)
  • SUMMARY
  • Australia's saturated market has consulting and multi-channel opportunities
    • Agent positions in Australia set to grow by a CAGR of 3.1%
      • Demand for contact centers will come from the small to medium sized Australian companies
      • Communications and public sector in Australia are strong verticals to focus on
    • Developing and executing a robust go-to-market strategy in Australia will be a challenge
    • Opportunities exist in consulting and multi-channel applications
      • Consultancy is a good pre-sales tactic
      • Contact centers are no longer voice-centric
  • Vendors need to harness Japan's growth in particular contact center markets to reap rewards
    • The number of agent positions in Japan will grow more quickly than in Australia
      • Financial services may be the biggest market but manufacturing is the fastest growing opportunity
    • Existing alliances may prove to be an obstacle for international contact center vendors
      • Japan places a high price on quality
  • Korean investors display conservative buying behaviors despite innovative channel ideas
    • Korean enterprises are cautious about full scale deployments of high-end contact center solutions
    • The use of video is gaining a following in Korean contact center deployments
    • Vendors need to improve relationships by creating mindshare with Korean partners
• Actions for Australia, Japan and Korea
  • Australian business practices promote the use of home-agents
  • Vendors will find Japanese manufacturers hungry for contact center technologies
  • Japanese firms are loyal to historic alliances
  • Investing in Korea is challenging as its economy strengthens
• APPENDIX
  • Definitions
    • Agent position (AP)
    • Contact center
  • Methodology
  • Further reading
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
  • List of Tables
    • Table 1: Agent positions in India 2006 - 2012
    • Table 2: Contact center spending in India, 2006-2012
    • Table 3: Agent positions and growth rates in China, 2006 - 2012
    • Table 4: Contact center technology spend in China, 2006 - 2012
    • Table 5: Australia agent positions (APs) comparison with UK and USA
    • Table 6: Agent position sizeband breakdown for Australia, 2006 - 2012
    • Table 7: Agent position vertical breakdown for Australia, 2006 - 2012
    • Table 8: Agent position sizeband breakdown for Japan, 2006 - 2012
    • Table 9: Agent position vertical breakdown for Japan, 2006 - 2012
    • Table 10: Agent position breakdown for Korea, by vertical market, 2006 - 2012
  • List of Figures
    • Figure 1: Average income of Indian households - 2006 ($)
    • Figure 2: Agent positions in India 2006 - 2012
    • Figure 3: How has your IT budget grown or shrunk from 2006-7?
    • Figure 4: TDM vs IP agent positions in India, 2006 and 2012 ('000s)
    • Figure 5: Indian contact centers technologies currently in use and upgrade possibilities
    • Figure 6: IT budgets in China are set to increase
    • Figure 7: Customer satisfaction is a top priority objective
    • Figure 8: Agent positions and growth rates in China, 2006 - 2012
    • Figure 9: Simplifying systems is the top strategic priority for 2007
    • Figure 10: Contact center technology spend in China, 2006 - 2012
    • Figure 11: Basic contact centers followed by quality monitoring are the most used technologies in China
    • Figure 12: Australia agent positions (APs) comparison with UK and USA
    • Figure 13: Agent positions and growth rates in Austrailia, 2006 - 2012
    • Figure 14: Agent positions and growth rates in Japan, 2006 - 2012
    • Figure 15: Agent positions and growth rates in Korea, 2006 - 2012