Selling Contact Center Technology in Asia Pacific (Market Focus)

http://www.chinaccm.com 2006-5-20 16:19

Published:            May 2006
Price (USD):         $1,895 /single user PDF licence    SALE $1,516

Introduction
The expansion in demand for products and services in Asia Pacific, combined with the increase in offshoring, will lead to the expansion of APs in the region.  The brief describes how contact center vendors can exploit this unique growth opportunity and the issues they will need to take heed of.

Scope
-  Examines the current state of the Asia Pacific contact center market.
-  Identifies the growth opportunities in the market.
-  Examines the issues the contact center vendors will need to take heed of when selling to this market.
-  Provides key strategic recommendations to penetrate the Asia Pacific contact center market.

Research & Analysis Highlights
By 2009 Asia Pacific will account for 20% of global agent population.

Outsourcing, Financial Services and Communications will account for 6 out of 10 APs in the region.

Reasons to Purchase
-  Maximize investment strategies by identifying the largest and fastest-growing call center markets in Asia Pacific.
-  Learn where the opportunities are, both vertically and in terms of sizebands.

CATALYST
The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets.  Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.

SUMMARY
METHODOLOGY

ANALYSIS
By 2009 Asia Pacific will account for 20% of global agent population
    Outsourcing, Financial Services and Communications will account for 6 out 10 APs in the region
        Financial services lead the way
        Outsourcing will be the fastest growing market in the region
        The growth in communications will be driven by high levels of uptake of mobile and internet services in the region
    Large contact centers account for the bulk of APs in Asia Pacific

The Asia Pacific market is a myriad of diverse markets
    Australia and New Zealand closely mirror the North American and Western European markets
        Japanese and South Korean markets are notoriously difficult to break into
    The Indian contact center market services predominantly an offshore customer base
    The growth potential of the domestic Chinese contact center market is immense
    The Filipino market has the region's highest concentration of offshoring

ACTIONS
A "one size fits all" strategy will not work in the Asia Pacific region

APPENDIX
Definitions
    Agent position (AP)
    Contact center
    Asia Pacific

Further reading 
Ask the analyst

Tables

Table 1: Total APs in Asia Pacific segmented by country (000s), 2004-2009
Table 2: Agent positions in Asia Pacific segmented sizeband (000s), 2004-2009
Table 3: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009
Table 4: Asia Pacific telecommunication indicators, 2004

Figures

Figure 1: ASIA PACIFIC agent positions as a proportion of global total APs
Figure 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009