As a rising number of major Asia Pacific corporations implement e-commerce solutions and customer relationship management initiatives, traditional call centers will experience a rapid evolution into Next-Generation multimedia contact centers. Companies are realizing that integrating new technologies such as e-mail and web applications can help capture meaningful customer information and enhance end users’ perception, expanding their market presence. Consequently, markets for call center hardware and software applications are projected to show significant growth over the forecast period.

This Frost & Sullivan study examines the markets for automatic call distributor, outbound, interactive voice response, voice mail messaging, and workforce management systems, plus customer interaction, computer telephony integration enabling, and call monitoring software. By tracking trends in different geographic regions and presenting expert revenue forecasts, this study gives its users a privileged view of this fast-growing field.

Large Call Center Cutbacks Force Providers to Refocus Business Strategies

"Large call centers are reaching saturation levels in several countries," says the study’s analyst. Implementation of these facilities requires substantial initial capital investments in information technology hardware and software followed by high maintenance and administration costs.

To reduce expenditures, many firms will shrink call center operations and move from major cities to smaller, neighboring towns. "Micro call centers are expected to gain prominence over the next couple of years," says the analyst. The move to these centers is projected to initially occur in Hong Kong and Australia. This study, which identifies potential obstacles and highlights emerging opportunities, can help your company anticipate and avoid hurdles that may lay ahead.

Meeting Increased Demand for Bundled Applications Determines Industry Leaders

"One-stop, turnkey solutions are catching on quickly with end users," writes the analyst. Participants that previously focused on a single aspect of a call center solution are increasingly offering bundled applications to satisfy customers. One major enterprise is releasing a package that runs inbound and outbound solutions on a server-based platform.

With competition intensifying among market participants, winners will be those firms that can tailor complete solution to meet their customers’ specific industries. This study provides in-depth discussions of trends for key end-user industries, from telecommunications and banking to healthcare and utilities, enabling your company to better meet consumer needs and ultimately maximize revenues.