APAC - a framework for contact center growth (Executive Presentation)

Introduction

A heterogeneous mlange of cultures, languages, consumers and countries categorize the Asia-Pacific (APAC) contact center market. Understanding the full range of macroeconomic, social and business trends in APAC is therefore vital for vendors creating successful go-to-market strategies.

Scope

• Can India's Dramatic Contact Center Growth Be Sustained (Market Focus)
• The Challenges Posed by China's Rise in Contact Centers (Market Focus)
• The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)

Highlights

India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. In recent years the domestic need to improve customer service has led to an increased adoption of contact center activities which fall outside of mere inbound activities.

China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment.

The developed countries in the Asia-Pacific (APAC) region have strong economies, a strong technological infrastructure and a growing need to service an ever increasingly sophisticated consumer base.

Reasons to Purchase

• Identify and understand the key market drivers and inhibitors in APAC
• Identify and assess the existing and emerging opportunities in APAC