APAC Contact Center Applications Tracker, 2021

The APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to grow at a CAGR of 4.5% between 2020 and 2027. APAC is a mixed bag in terms of the contact center technology maturity and adoption of the cloud. Investments in traditional on-premise contact center applications are experiencing a slowdown as contact centers are migrating to hosted, cloud, or hybrid solutions. The change in customer interaction habits is driving demand for omnichannel solutions. Organizations are aiming to deliver compelling customer experience, achieve productivity improvements, and cost savings to gain a pricing and competitive edge. In such pursuit they are also deploying digital technologies and advanced automation solutions, such as RPAs, chatbots, and virtual assistants to achieve outstanding customer engagement. The pandemic has also accelerated the migration to cloud/hybrid setup and created opportunities in leveraging solutions that support a bigger WAHA base, self-service bots, and AI-enabled solutions. This research service covers 14 countries: Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. This study discusses the six types of contact center applications: inbound contact routing (ICR) systems, interactive voice response (IVR) systems, outbound dialer (OBD) systems, quality monitoring (QM) systems, workforce management (WFM) systems, and contact center analytics systems. The pandemic-induced increase in the volume of interactions compelled contact centers to invest in cloud-based knowledge management tools that help optimize knowledge creation, dissemination, and utilization. Enterprises are increasingly looking to source end-to-end analytics solutions from their primary contact center infrastructure or workforce optimization vendor. Robotic process automation, Big Data, and IoT will continue to drive growth. The demand for ICR, IVR, and OB applications remained high. Analytics and WFM are poised to be the leading contact center applications in the forecast period, as contact centers are focusing on business efficiency. The BFSI and telecommunications sectors continued to lead in terms of spending, capturing 31.7% and 23.6% of the overall market share in 2020. Government and education and outsourced contact centers organizations saw sharp increase in investment. This report analyzes the market size and demand-size revenue by center size(50–200 seats, <50 seats, and >200 seats) for 2020–2027 All revenue and market share figures are Frost & Sullivan estimates, based on primary and secondary research, and analyses. Previous year’s market size and market share estimates are updated in this study.