Industry Research : APAC Companies Explore Hosted Contact Centre Model
The global economic downturn and budget constraints for technology spending have compelled a number of businesses to explore options beyond capital-intensive premise-based solutions that do not require huge capital investments. This mindset paved the way for hosted contact centre models to be adopted across all sizes of enterprises in the Asia Pacific markets.
New analysis from Frost & Sullivan, Analysis of Asia Pacific Hosted Contact Center Services Market, finds that the market earned revenues of US$181.9 million in 2011 and estimates this to reach US$465.0 million in 2018.
While pricing is significant for smaller companies, service providers will have to possess substantial understanding of customers’ business objectives to close deals with larger enterprises. Vendors also have to proactively demonstrate return on investment (ROI) for hosted solutions, as most enterprises are reducing technology spending.
"Premises-based vendors will have to clearly articulate their cloud migration strategies," said Frost & Sullivan Industry Manager Krishna Baidya. "Companies lacking a clear roadmap for such new technology platforms are likely to have trouble adapting to the influx of low-cost, easy-to-operate applications offered by competitors."
An increasing section of the market is looking to leverage the hosted model to gain access to the more sophisticated applications that helps them optimise their resources and gain better efficiency. Flexibility and scalability of hosted solutions ideally suit expansion, overflow, and disaster recovery needs, which are not always predictable in the current business scenario.
While the hosted model’s popularity among the small- and medium-sized enterprises (SME) sector is natural owing to its cost benefits, it is its adoption among enterprises – particularly the 200 plus seat segment – that validates its maturity, robustness, and business benefits.
Once the benefits of a hosted model are apparent to different business segments, it is likely to become a mainstream market, growing at compound annual growth rate of 17.4 percent. By 2018, hosted contact centers are likely to account for 9.8 percent of the overall seats in the region.
Though the adoption rates have been growing manifold, the perceived lack of network security and customer data privacy issues remain, especially among customers in the financial services and healthcare verticals.
Enterprises that have made substantial investments in on-premise technology and training of staff are likely to postpone the adoption of hosted technology. However, such enterprises can still take advantage of hosted offerings when there is a need for expansion.
"The service providers’ initiative in promoting hosted solutions is pivotal to this market’s growth in the short term," noted Baidya. "Going forward, a broader variety of contact center applications are likely to be offered for use on hosted platforms, enticing a wider spectrum of potential enterprise users."
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 17, 2012