Frost Radar: Cloud Contact Center Services in Asia-Pacific, 2023

A Benchmarking System to Spark Companies to Action-Innovation that Fuels New Deal Flow and Growth Pipelines

The APAC cloud contact center solutions market is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the market will expand at a 12.8% compound annual growth rate to reach $771.1 million by 2027.

Large enterprise clients in mature markets, including Japan, Australia, New Zealand, South Korea, China, India, and Singapore, are gradually migrating to the cloud, with hybrid cloud models gaining traction. Yet many enterprises are tied into multi-year contracts for on-premises solutions, limiting their migration to full-cloud options. As these contracts expire and enterprise-class providers offer easy migration plans, cloud migration will increase. Furthermore, the expansion of hybrid cloud offerings in addition to fewer data security and scalability concerns regarding cloud deployments are driving many large enterprises toward full cloud models.

In a field of more than 50 global industry participants, Frost & Sullivan independently plotted the top 18 companies in this Frost Radar™ analysis. The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.