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Home > Computers and Information Technology > IT Administration & Services > Outsourcing
Selling Contact Center Technology in Asia Pacific (Market Focus)
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| Published Date:
May 2006
Published By:
Datamonitor
Page Count:
12
Order Code:
R313-14521
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- 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
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