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Market Research Report

Indonesia Call Center and CRM SaaS Market Forecast 2016-2021

Published by Asia Pacific Research Group (APRG) Product code 191445
Published Content info 40 Pages
Delivery time: 1-2 business days
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Indonesia Call Center and CRM SaaS Market Forecast 2016-2021
Published: July 31, 2016 Content info: 40 Pages

The Indonesia Call Center market will continue to see incremental growth in the 2016 - 2021 timeframe as enterprise and mid-market firms continue investing in customer service software and converged infrastructure.

This market research report is a new comprehensive assessment of the Contact Center market in Indonesia looking ahead over the next 5 years. Our objective is to provide industry professionals and analysts with independent market intelligence for Indonesia's growing Contact Center and CRM software ( including SaaS) market.

Besides enabling decision makers to assess the market size and growth, it will also identify net new market opportunities, as well as key risks. This report provides answers to help you:

  • Track and forecast the size of the insourced and outsourced Call Center market in Indonesia
  • Understand the technology trends and influences in the Indonesia Call Center market
  • Understand the forecast for the number of Call Centers and Call Center agent positions in Indonesia to 2021
  • Understand why and how leading Indonesian enterprises are expanding their Call Centers from 2016 to 2021
  • Understand the weakness and risks of this market sector in Indonesia
  • Forecast of spending increases on Call Center technology to 2021

In terms of spending on Call Center technologies in Indonesia, we note that $105 million was spent in 2013. Based on our interviews, we forecast that to grow to $163 million by 2017.


Figure 8. Call Center Technology Spending in Indonesia - to 2021

Table of Contents

Table of Contents


Section 1. Opportunity Analysis

  • Introduction
  • Key Attributes of the Indonesia Call Center Industry
  • Contact Center Technology Spending Growth
  • Call Center Services - Outsourcing
  • Executive Interest for Call Center Outsourcing
  • Challenges to Market Growth
  • Serving the SME Market
  • Dynamics of Indonesian Consumers and Smartphones

Section 2. Indonesian Contact Center Priorities - Enterprise Survey of Key Initiatives Indonesian IT Infrastructure Spending 2016 - 2021

  • Customer Satisfaction Remains the Highest Priority in Call Center Managers
  • Improving Agent Skills
  • Growing Social Networking Customer Interactions
  • Digital engagement spending to overtake voice-based customer service
    • Web and mobile apps fastest growing channel
  • Increase spending in outbound customer contact activity
  • The Cloud Market for Call Center and CRM Services

Section 3. Notable Service Providers Contributing to the Call Center Industry in Indonesia

  • PT. Asia Outsourcing Services (AOS)
  • PT Infomedia Nusantara (Infomedia)
  • PT. Jaringan Intech
  • PT VADS Indonesia
  • PT. Jaring Synergi Mandiri
  • PT Teleperformance
  • Technosoft
  • 168Solutions
  • Japan's KDDI
  • Salesforce
  • Bornevia

Section 4. KPIs and Forecasts for Indonesia Contact Center and CRM Market to 2021 Services Provided by Indonesian Call Centers

  • Indonesia's Call Center Technology Spend Forecast
  • Growth in Number of Agent Positions in Indonesia's Call Centers
  • Size of Indonesia's Call Centers ( by Number of Agents)
  • Spending on Inbound and Outbound Technology
  • Call Center Transformation
    • Delivering a Competitive Advantage
  • Salary Ranges for Indonesia Call Center Staff
  • CRM Software Market Size
  • CRM SaaS Market Size
  • Key CRM SaaS Vendors

Section 5. Definitions, Methodology and Research Approach

  • Analysis Methods
  • Definitions
  • Information Sources
  • Survey Periods
  • Notices and Copyright Information

Table of Figures

  • Figure 1. Overview of Indonesia's Contact Center Industry
  • Figure 2. Indonesia - Expected Growth in Call Center Technology Investments in 2016 by Industry (sample chart)
  • Figure 3. Revenue for Outsourced Call Center Services in Indonesia, 2010 - 2020
  • Figure 4. Percentage of Indonesian Companies Exploring Outsourcing Call Center Services (sample chart)
  • Figure 5. Indonesian Enterprise Inhibitors to Outsourcing Call Center Services
  • Figure 6. Call Centers in Indonesia Leveraging Social Networks
  • Figure 7. Service Functions of Indonesian Call Centers in 2016
  • Figure 8. Call Center Technology Spending in Indonesia, to 2021 (Sample Data)
  • Figure 9. Growth in Number of Call Center Seats in Indonesia - current to 2021
  • Figure 10. Size of Call Centers, by Agent Positions, 2016
  • Figure 11. Salary Ranges for Indonesia Call Center Staff 2016
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