Frost & Sullivan: Growth opportunities in the Contact Center Applications market

Organizations leverage on advance applications to differentiate customer service experience

SINGAPORE, July 16, 2012 /PRNewswire-Asia/ -- 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 center 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 center agent seats to reach US$2.5 million in 2011. This in turn raised investments in contact center applications. In an increasingly competitive market, organizations in the region started to leverage on customer service as key differentiator. Such focus helped investment on the advanced features/capabilities to be added on contact centers in 2011.

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

We will also 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 center spending was back across market with good mix of replacement, expansion, and alongside some new projects. Cost effectiveness proved to be important factor for contact center 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 APAC revenue."

This briefing will benefit Contact Center/Call Center solution providers and marketers, by discussing emerging trends and providing outlooks into the APAC Contact Center Industry.

Join us as Manoj shares some invaluable insights on the economic impact of contact center applications market in Asia region. Those interested in attending the interactive briefing should send an email with your full name, company name, title, telephone number, email address, city, state and country to Jessie Loh – Corporate Communications at jessie.loh@frost.com.

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