Selling Contact Center Technology in Asia Pacific (Market Focus)

The expansion in demand for products and services in Asia Pacific, combined with the increase in offshoring, will lead to the expansion of APs in the region. The brief describes how contact center vendors can exploit this unique growth opportunity and the issues they will need to take heed of.

• Examines the current state of the Asia Pacific contact center market.
• Identifies the growth opportunities in the market.
• Examines the issues the contact center vendors will need to take heed of when selling to this market.
• Provides key strategic recommendations to penetrate the Asia Pacific contact center market.

By 2009 Asia Pacific will account for 20% of global agent population.

Outsourcing, Financial Services and Communications will account for 6 out of 10 APs in the region.

• Maximize investment strategies by identifying the largest and fastest-growing call center markets in Asia Pacific.
• Learn where the opportunities are, both vertically and in terms of sizebands.

DATAMONITOR VIEW

CATALYST

The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.

SUMMARY

METHODOLOGY

ANALYSIS

By 2009 Asia Pacific will account for 20% of global agent population

Outsourcing, Financial Services and Communications will account for 6 out 10 APs in the region

Financial services lead the way

Outsourcing will be the fastest growing market in the region

The growth in communications will be driven by high levels of uptake of mobile and internet services in the region

Large contact centers account for the bulk of APs in Asia Pacific

The Asia Pacific market is a myriad of diverse markets

Australia and New Zealand closely mirror the North American and Western European markets

Japanese and South Korean markets are notoriously difficult to break into

The Indian contact center market services predominantly an offshore customer base

The growth potential of the domestic Chinese contact center market is immense

The Filipino market has the region's highest concentration of offshoring

ACTIONS

A 'one size fits all' strategy will not work in the Asia Pacific region

APPENDIX

Definitions

Agent position (AP)

Contact center

Asia Pacific

Further reading

Ask the analyst

List of Tables

Table 1: Total APs in Asia Pacific segmented by country (000s), 2004-2009

Table 2: Agent positions in Asia Pacific segmented sizeband (000s), 2004-2009

Table 3: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009

Table 4: Asia Pacific telecommunication indicators, 2004

List of Figures

Figure 1: ASIA PACIFIC agent positions as a proportion of global total APs

Figure 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009