The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific

The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)

Published Date: December 2007

Published By: Datamonitor

Page Count: 15

Order Code: R313-29395

Questions About This Report

E-mail a Colleague

Printable Page

Fax Your Order

Description

Table of Contents

Search Inside
this Report

Similar
Products

DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: 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
APPENDIX C: 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: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Australia agent positions (APs) comparison with UK and USA; Table 2: Agent position sizeband breakdown for Australia, 2006 - 2012; Table 3: Agent position vertical breakdown for Australia, 2006 - 2012; Table 4: Agent position sizeband breakdown for Japan, 2006 - 2012; Table 5: Agent position vertical breakdown for Japan, 2006 - 2012; Table 6: Agent position breakdown for Korea, by vertical market, 2006 - 2012
List of Figures: Figure 1: Australia agent positions (APs) comparison with UK and USA; Figure 2: Agent positions and growth rates in Austrailia, 2006 - 2012; Figure 3: Agent positions and growth rates in Japan, 2006 - 2012; Figure 4: Agent positions and growth rates in Korea, 2006 - 2012