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

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

Published Date: February 2008

Published By: Datamonitor

Page Count: 39

Order Code: R313-31101

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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

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