Asia-Pacific Hosted/Cloud Contact Center Market Update, Forecast to 2022

Upswing in the Market, as Customer Awareness and Focus on Cost, Flexibility, and Scalability Continue to Grow
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Published: 16 Feb 2017

This study aims to analyse and forecast the Asia-Pacific (APAC) Hosted / Cloud contact centre market outlook for 2014-2022. Research Overview: Today, companies globally are challenged by the rapidly shifting market forces including the fast rate of innovation, change in technology landscape, increasing consumerization and changing economic scenarios. Businesses are increasingly launching new and disruptive services in the market to differentiate themselves from the rest. On the other hand, end customers are becoming more demanding and expect high level of support from and sophisticated interactions with companies for convenient and faster services. To balance such objectives, businesses are exploring options that offer immediate access to latest technology yet also allow for financial flexibility as well as the scalability needed for their operation. The pay-as-you-go model simplifies cost management and enables companies to move to a more favourable opex payment model. Such background has helped boost demand for hosted and cloud services, globally. The market for hosted and cloud contact centers in the APAC continues to grow at a faster pace than on-premise. Hosted / cloud contact center solutions extend business flexibility by delivering contact center capabilities on a per-agent, per-month pricing model, based on the peak capacity in a 30-day period. Such a cost model allows contact centers in the APAC to better adapt to economic fluctuations and remain competitive. Businesses of all sizes were actively exploring the option of partially migrating their contact centre systems to the hosted / cloud platform. The awareness of and acceptance level for such services have largely improved in recent years, though perception on system security and reliability poses as key restraints. Scope: This report analyses the hosted contact centre services market in the APAC region. Market sizing and forecasting are provided in terms of seats and revenue in base year 2015 and forecast till 2022. Regional analysis and forecasting are provided for 6 regions within the APAC market including: · Oceania (Australia and New Zealand) · ASEAN member states– Singapore, Malaysia, Indonesia, the Philippines and Thailand · Greater China – China, Hong Kong, and Taiwan · India · Japan · South Korea It also analyses the demand side revenue by size of hosting (50-200 seats, <50 seats and >200 seats), type of requirement (expansion, new contact center, overflow), horizontal (large enterprise, medium enterprise, small enterprise). Key questions this study will answer: · Is the market growing? How long will it continue to grow, and at what rate? · What are the key growing countries in the short term and long term? · What are the driving / restraining factors that would shape the future of this market? · Which segment will drive future adoption?



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