#contactcenterworld, @Frost_Sullivan
The contact centre software market in Asia-Pacific is expected to reach just under US$1 billion in the next five years.
According to analysis from Frost & Sullivan, the growth was driven by COVID-19, which saw an accelerated rate of migration from on-premise solutions to cloud-based services as workforces moved to remote work.
The market of both on-prem and cloud applications is expected to grow from US$719.5 million this year to US$966.5 million by 2026 at a compound annual growth rate (CAGR) of 4.3 percent.
"From an application perspective, inbound contact routing (ICR) will continue to dominate the application market throughout the forecast period, whereas analytics will witness the strongest growth as contact centers will consider it a service differentiator," Frost & Sullivan ICT research analyst Arpan Bid said.
"Additionally, looking at adoption of contact centre applications by vertical, the banking, financial services and insurance (BFSI) industry will be the leader in deploying contact centre applications, followed by telecommunications."
Bid added that government, education, e-commerce and healthcare will be the fastest-growing sectors as the COVID-19 pandemic continues.
Also driving growth in the market are ending lifecycles for existing vendor platforms, refreshing the applications of core segments, adding new channels and providing richer integrations.
Bid also said market participants also have a number of growth prospects within APAC:
#contactcenterworld, @Frost_Sullivan
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.crn.com.au
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Wednesday, January 20, 2021
| 4.) |  Telephone Answering Services Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most. All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine. Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo... (read more)   |
| 5.) |  Contact Centre Services We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services. Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available. Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur... (read more) |
| 13.) |  WorkGenda WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall