By Shuishan Lu, Research Analyst, APAC Enterprise UC&C
The Chinese contact center applications market saw another rapid growth in year 2011. Customers' awareness and level of education have been largely increasing for deployments of contact center solutions. Many vendors have reported strong revenue growth for their contact center applications business in China. However, there were sayings that the overall market development was slowing down with less growth opportunities, especially for verticals like BFSI and Government. Will the Chinese market move to maturity in the next three to five years? In the following Market Insight, we will discuss the current and future trend for the Chinese contact center applications market.
The development of contact centers in China
The contact center applications market has more than 12 years of history in China.
Chinese Contact Center market started up in 1998, and moved to the developing track in 2001. So far Chinese enterprises have witnessed four generations of contact centers, from the basic telephony system with simple ACD functions to the solutions integrated with IVR technology, moving to the add-on of CTI features and finally to today's IP Contact Center Solutions. The Chinese market reported total revenue of $116.8 million in 2010 and will be worth $255 million by 2017. In Asia Pacific, China positioned itself as the third largest market in 2010 in terms of revenue; it would take over Australia as the second largest market by 2017.