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Increased Customer Services Investments Reported by Asia-Pacific Contact Centers

December 21, 2012

Frost & Sullivan (News - Alert) has released the findings of its latest report, “Asia-Pacific Contact Center Applications Market, 2011.” According to the study, though Asia-Pacific is one of the ideal off-shore destinations for contact centers, business from domestic organizations across the region has been on the rise due to the first-rate quality customer service being offered.

Customer service has been emphasized by organizations in order to move up in the extremely competitive contact center market. Investments in the sophisticated contact center features and capabilities are on the rise mainly due to the increased interest in customer services.

According to the Frost & Sullivan study, the market recorded a 13 percent increase in the yearly growth for 2011. The Asia-Pacific region also reported a 9.7 percent increase in contact center agent seats to fulfill the increasing customer requirements. The region boasts of 2.5 million contact center agent seats, augmenting investment in contact center applications.

Frost & Sullivan predicts double digit growth in 2012 for the market in spite of the in general recession. The market will not be affected by the ongoing deregulation of markets and expansion in verticals like web-based retail, telecom, government and education. In 2011, the market grew considerably in Japan, Australia, Korea, the Philippines and India. India and China are expected to hold a stake of minimum 30 percent on the total market earnings by 2018.

In a statement, Krishna Baidya, Industry Manager, Frost & Sullivan, said, "Cost is a vital purchase factor for contact center operations in the Asia-Pacific. Therefore, several contact centers are looking ways to optimize their operations, generating strong demand for workforce Optimization (WFO) and analytical tools."

With the rising interest in self service and social media, contact center applications like multimedia and speech are increasingly being used in Australia. India, China and the Philippines are also increasing their investments in self-service applications and optimization tools.

Baidya said, "Meanwhile, the rising popularity of cloud computing has encouraged the growth of alternative models such as hosted contact center service with its pay-per-use model. This is an attractive option in the Asia-Pacific, as it lowers upfront investments and prompts higher investments in contact center services."

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Edited by Rich Steeves

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