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Asia Pacific Contact Center Applications Market Back to Growth Trajectory
Where do the opportunities lie?
Krishna BaidyaIndustry ManagerICT Practice - APAC
September 2011
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Table of Contents
Source: Frost & Sullivan.
Contact Center Application – State of Market
Demand Analysis
Key Trends Shaping the Future
Opportunity Analysis
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APAC State of the Market
India$110.1, 4.9%
ASEAN$95.3, 10.1%
ANZ$148.1, 8.7%
Japan$182.3, 8.1%
South Korea$60.6, 0.1%
GC $155.2, 11.3%
Market NameCY 2010 Market Size ($Mn), Growth Rate
$751.7 million – Market Size in CY 2010
most mature & innovative market in APAC
domestic markets (Finance, Insurance, Telco) continue to bloom
market maturing rapidly and embrace advanced applications / technologies (analytics) to drive operational efficiency & sales
strong speech analytics wave, driven by compliance and going beyond “standard” Quality Management solutions
embracing new and advanced technology although environments continue to be relatively smaller
Philippines –strong trend of agents seats moving from India(mainly voice based), BPOs looking to enhance offering
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755.4
687.5
751.7
2008 2009 2010
CM21.9%
CTI24.7%
WFM6.6%
Speech2.1%
OB8.5%
Multimedia
2.1%
IVR13.3%
ACD20.8%
Contact Center Applications Market: Historical Market Performance (Asia Pacific), 2008 – 2010
Contact Center Applications Market: CC Application Opportunity (Asia Pacific), CY 2010
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan
APAC State of the Market
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Drivers and Restraints
Drivers• Offshore outsourcing to Asia Pacific• Increasing domestic demand for contact
centers & customer service• Focus on efficiency & cost reduction• Drive Self-Service• Increasing need to include social media
and other multimedia channels
Restraints• Shift from on-premise infrastructure to
Hosted or Cloud-based apps• Increasing saturation of the contact
center• Reducing price points due to bundled
application sales and commoditization
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Demand Analysis
BFSI29.0%
Teleco28.0%Govt & Edu
7.0%
Travel & Hosp4.0%
Retail & Utilities
5.0%
OCC17.0%
Others10.0%
Contact Center Applications Market: Opportunity by Verticals (Asia Pacific), CY 2010
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan
Contact Center Applications Market: Opportunity by Horizontals (Asia Pacific), CY 2010
Less than 50 seats17.5%
51-200 seats40.8%
More than 200 seats
41.7%
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan
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Opportunity Analysis
0
200
400
600
800
1,000
1,200
1,400
2009 2010 2011 2012 2013 2014 2015 2016 2017
Re
ve
nu
es
($
Mill
ion
)
0%
2%
4%
6%
8%
10%
12%
Re
ve
nu
e G
row
th R
ate
(%
)
Contact Center Applications Market: Revenue Forecast (Asia Pacific), 2009 - 2017
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan
CAGR (2010-1017): 9.1%
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Market Trends : Customer Experience 2.0
RichInteractions
CollaborativeEngagement
Servicein the
Cloud
IntelligentService
Increasing Competition
Social Media boom
Improving Infrastructure
Multiple Media for Single Interaction
Costs - Shift from Capex to Opex
Gen Y – Changing expectations
Need for Personalization
More with Less
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Market Trends : Customer Experience 2.0
#1 Rich Customer Service Interactions
#2 Collaborative Customer Engagement
#3 Customer Service in the Cloud
#4 Intelligent Service – Leveraging Analytics
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Opportunity Analysis
CAGR (2010 – 2017)
Note: No Services included in revenue
$ 1,383.7 Mn
$ 751.7 Mn
13.1%
15.2%
9.4%
13.5%
10.8%
5.0%
11.3%
7.0%
WFM
Speech
OB
Multimedia
IVR
CTI
CM
ACD
2010 2017
251.1
347.8
156.6
164.5
WFM
Speech
OB
MM
IVR
CTI
CM
ACD
CAGR (2010-1017): 9.1%
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan
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Opportunity Analysis
Multimedia Integration & Emergence of Social Media as a Customer Service tool
Shift towards increasing Self-Service & Using IVR as a call resolution platform
Focus on Optimisation – Increasing investments in WFM & Performance Management applications
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For Additional Information
Donna JeremiahCorporate CommunicationsAsia Pacific+603 6204 [email protected]
Carrie LowCorporate CommunicationsAsia Pacific+603 6204 [email protected]
Krishna BaidyaIndustry [email protected]
Jessie LohCorporate CommunicationsAsia Pacific+65 6890 [email protected]
