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

Table of Contents

• 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