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Market Research Report

Analysis of the Asia-Pacific Contact Center Applications Market

Published by Frost & Sullivan Product code 339883
Published Content info 338 Pages
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Analysis of the Asia-Pacific Contact Center Applications Market
Published: September 16, 2015 Content info: 338 Pages
Description

Omni-channel Integration Consolidates Communication Platforms

Contact centers are actively transforming from call centers to customer engagement centers. This study breaks down the contact center applications market across 14 countries in Asia-Pacific based on 8 application segments: ACD, CTI, IVR, outbound systems, call monitoring, WFM, speech technology, and multimedia systems. It presents the market sizing and market share by application and by country. Trends are identified based on technology adoption across different industry sectors as well as by the size of the contact centers. Forecasts for the individual markets in the regions are provided by application as well as by vertical segment and horizontal segment adoptions from 2015 to 2021. The market drivers and restraints are also discussed.

Table of Contents
Product Code: P87D-01-00-00-00

Table of Contents

1. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary
  • 2. Executive Summary-Market Engineering Measurements
  • 3. Executive Summary-CEO's Perspective

2. MARKET DEFINITIONS AND RESEARCH METHODOLOGY

Market Definitions and Research Methodology

  • 1. Market Overview
  • 2. Research Methodology
  • 3. Geographical Coverage
  • 4. Market Overview-Definitions
  • 5. Market Overview-Definitions (continued)
  • 6. Market Overview-Definitions (continued)
  • 7. Market Overview-Definitions (continued)
  • 8. Market Overview-Definitions (continued)
  • 9. Market Overview-Definitions (continued)
  • 10. Market Overview-Definitions (continued)
  • 11. Market Overview-Key Questions This Study Will Answer

3. DRIVERS AND RESTRAINTS-ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET

Drivers and Restraints-Asia-Pacific Contact Center Applications Market

  • 1. Market Drivers
  • 2. Drivers Explained
  • 3. Drivers Explained
  • 4. Market Restraints
  • 5. Restraints Explained
  • 6. Restraints Explained

4. ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET, 2014

Asia-Pacific Contact Center Applications Market, 2014

  • 1. Market Overview-Market Trends
  • 2. Market Overview-Market Trends (continued)
  • 3. Market Overview-Technology Trends
  • 4. Market Overview-Technology Trends (continued)
  • 5. Market Overview-Price Trends
  • 6. Percent Revenue Breakdown by Application
  • 7. Forecast Assumptions
  • 8. Measurements
  • 9. Revenue Forecast
  • 10. Revenue Forecast Discussion
  • 11. Market Highlights by Country
  • 12. Market Highlights by Country (continued)
  • 13. Market Highlights by Country (continued)
  • 14. Market Highlights by Application
  • 15. Market Highlights by Application Discussion
  • 16. Market Highlights by Horizontal and Vertical
  • 17. Market Highlights by Horizontal and Vertical (continued)
  • 18. Market Highlights by Horizontal and Vertical (continued)

5. MARKET SHARE AND COMPETITIVE ANALYSIS- ASIA-PACIFIC CONTACT CENTER APPLICATIONS MARKET

Market Share and Competitive Analysis- Asia-Pacific Contact Center Applications Market

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)

6. AUSTRALIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

Australia's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

7. MARKET SHARE AND COMPETITIVE ANALYSIS- AUSTRALIA

Market Share and Competitive Analysis- Australia

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)
  • 8. Competitive Highlights (continued)

8. CHINA'S CONTACT CENTER APPLICATIONS MARKET, 2014

China's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Market Overview-Key Trends (continued)
  • 5. Market-Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Market Highlights by Application
  • 8. Market Highlights by Application Discussion
  • 9. Market Highlights by Horizontal and Vertical
  • 10. Market Highlights by Horizontal and Vertical (continued)

9. MARKET SHARE AND COMPETITIVE ANALYSIS- CHINA

Market Share and Competitive Analysis- China

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)
  • 8. China's Market-Competitive Highlights (continued)

10. HONG KONG'S CONTACT CENTER APPLICATIONS MARKET, 2014

Hong Kong's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Market Overview-Key Trends (continued)
  • 5. Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Market Highlights by Application
  • 8. Market Highlights by Application Discussion
  • 9. Market Highlights by Horizontal and Vertical
  • 10. Market Highlights by Horizontal and Vertical (continued)

11. MARKET SHARE AND COMPETITIVE ANALYSIS- HONG KONG

Market Share and Competitive Analysis- Hong Kong

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

12. INDIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

India's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Market Overview-Key Trends (continued)
  • 5. Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Market Highlights by Application
  • 8. Market Highlights by Application Discussion
  • 9. Market Highlights by Horizontal and Vertical
  • 10. Market Highlights by Horizontal and Vertical (continued)

13. MARKET SHARE AND COMPETITIVE ANALYSIS- INDIA

Market Share and Competitive Analysis- India

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

14. INDONESIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

Indonesia's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Indonesia's Market Highlights by Horizontal and Vertical (continued)

15. MARKET SHARE AND COMPETITIVE ANALYSIS- INDONESIA

Market Share and Competitive Analysis- Indonesia

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

16. JAPAN'S CONTACT CENTER APPLICATIONS MARKET, 2014

Japan's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Market Overview-Key Trends (continued)
  • 5. Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Market Highlights by Application
  • 8. Market Highlights by Application Discussion
  • 9. Market Highlights by Horizontal and Vertical
  • 10. Market Highlights by Horizontal and Vertical (continued)

17. MARKET SHARE AND COMPETITIVE ANALYSIS- JAPAN

Market Share and Competitive Analysis- Japan

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)
  • 8. Competitive Highlights (continued)
  • 9. Competitive Highlights (continued)
  • 10. Competitive Highlights (continued)
  • 11. Competitive Highlights (continued)

18. MALAYSIA'S CONTACT CENTER APPLICATIONS MARKET, 2014

Malaysia's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Market Overview-Key Trends (continued)
  • 5. Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Market Highlights by Application
  • 8. Market Highlights by Application Discussion
  • 9. Market Highlights by Horizontal and Vertical
  • 10. Market Highlights by Horizontal and Vertical (continued)

19. MARKET SHARE AND COMPETITIVE ANALYSIS- MALAYSIA

Market Share and Competitive Analysis- Malaysia

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

20. NEW ZEALAND'S CONTACT CENTER APPLICATIONS MARKET, 2014

New Zealand's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

21. MARKET SHARE AND COMPETITIVE ANALYSIS- NEW ZEALAND

Market Share and Competitive Analysis- New Zealand

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

22. THE PHILIPPINES' CONTACT CENTER APPLICATIONS MARKET, 2014

The Philippines' Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

23. MARKET SHARE AND COMPETITIVE ANALYSIS- THE PHILIPPINES

Market Share and Competitive Analysis- The Philippines

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

24. SINGAPORE'S CONTACT CENTER APPLICATIONS MARKET, 2014

Singapore's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

25. MARKET SHARE AND COMPETITIVE ANALYSIS- SINGAPORE

Market Share and Competitive Analysis- Singapore

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

26. SOUTH KOREA'S CONTACT CENTER APPLICATIONS MARKET, 2014

South Korea's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

27. MARKET SHARE AND COMPETITIVE ANALYSIS- SOUTH KOREA

Market Share and Competitive Analysis- South Korea

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)
  • 8. Competitive Highlights (continued)

28. TAIWAN'S CONTACT CENTER APPLICATIONS MARKET, 2014

Taiwan's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Market Overview-Key Trends (continued)
  • 5. Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Market Highlights by Application
  • 8. Market Highlights by Application Discussion
  • 9. Market Highlights by Horizontal and Vertical
  • 10. Market Highlights by Horizontal and Vertical (continued)

29. MARKET SHARE AND COMPETITIVE ANALYSIS- TAIWAN

Market Share and Competitive Analysis- Taiwan

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)
  • 8. Competitive Highlights (continued)

30. THAILAND'S CONTACT CENTER APPLICATIONS MARKET, 2014

Thailand's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

31. MARKET SHARE AND COMPETITIVE ANALYSIS- THAILAND

Market Share and Competitive Analysis- Thailand

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights
  • 7. Competitive Highlights (continued)

32. VIETNAM'S CONTACT CENTER APPLICATIONS MARKET, 2014

Vietnam's Contact Center Applications Market, 2014

  • 1. Measurements
  • 2. Percent Revenue Breakdown by Application
  • 3. Market Overview-Key Trends
  • 4. Revenue Forecast
  • 5. Revenue Forecast Discussion
  • 6. Market Highlights by Application
  • 7. Market Highlights by Application Discussion
  • 8. Market Highlights by Horizontal and Vertical
  • 9. Market Highlights by Horizontal and Vertical (continued)

33. MARKET SHARE AND COMPETITIVE ANALYSIS- VIETNAM

Market Share and Competitive Analysis- Vietnam

  • 1. Vendor Market Share
  • 2. Vendor Market Share by Application
  • 3. Vendor Market Share by Application (continued)
  • 4. Vendor Market Share by Application (continued)
  • 5. Vendor Market Share by Application (continued)
  • 6. Competitive Highlights

34. THE LAST WORD

The Last Word

  • 1. The Last Word-3 Big Predictions
  • 2. Legal Disclaimer

35. APPENDIX

Appendix

  • 1. Appendix-Other Participants in Asia-Pacific
  • 2. Appendix-Other Participants in Asia-Pacific (continued)
  • 3. Appendix-Other Participants in Australia
  • 4. Appendix-Other Participants in China
  • 5. Appendix-Other Participants in Hong Kong
  • 6. Appendix-Other Participants in India
  • 7. Appendix-Other Participants in Indonesia
  • 8. Appendix-Other Participants in Japan
  • 9. Appendix-Other Participants in Malaysia
  • 10. Appendix-Other Participants in New Zealand
  • 11. Appendix-Other Participants in the Philippines
  • 12. Appendix-Other Participants in Singapore
  • 13. Appendix-Other Participants in South Korea
  • 14. Appendix-Other Participants in Taiwan
  • 15. Appendix-Other Participants in Thailand
  • 16. Appendix-Other Participants in Vietnam
  • 17. Partial List of Companies Interviewed
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