USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Asia-Pacific Contact Center Applications Market, Forecast to 2024
Traditional Core Application Segments Decline. Focus on Advanced Applications for Growth
22-Jul-2019
Asia Pacific
Market Research
P9FF-01-00-00-00
IT03902-AP-MR_23428
The Asia-Pacific (APAC) contact center applications market size is estimated to grow from $636.6 million in 2017 to $701.0 million by 2024, at a Compound Annual Growth Rate (CAGR) of 1.4%.
The research service covers the contact center application markets in 14 APAC countries: Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. It covers 6 application segments: Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM), and analytics.
The base year is 2017. Forecasts are provided for applications and contact center sizes for the years 2018 to 2024.
Research Highlights
- Market trends based on market conditions, technology trends, and pricing trends
- Regional trends for Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam
- Revenue forecasts for solutions, applications, and technologies
- Analyses and highlights of trends for verticals and for horizontals (trends identified on the basis of technology adoption across various industries and by the size of the contact centers)
- Market size and market share by application and by country
- Market Engineering Measurements for 2017, such as Market stage, market revenue for 2017, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration
- Strategies, growth analysis, competitive landscape, and future focus for major contact center application vendors: Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocast, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech), SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Unify, Verint Systems, Voiceware, West Interactive, Zinglabs, and ZTE
Key Issues Addressed
- Is the market growing, declining, or experiencing saturation?
- How long will it continue to grow and at what rate?
- What are the key growth regions for the short and long terms?
- What are the driving and restraining factors that will shape the future of this market?
- What initiatives have the ecosystem participants introduced to take advantage of market conditions?
- What is the current competitive landscape?
- How is it expected to evolve in the future?
- How are ecosystem participants gearing up for the future?
- How will the market change over time?
- Will there be a shift in the business model/pricing strategy?
- Which segment(s) will drive future adoption?
- What are some of the vertical-specific trends?
- Do the products and services meet customer needs, or is additional development required?
Author: Krishna Baidya
Key Findings
Executive Summary—Market Engineering Measurements
Executive Summary—CEO’s Perspective
Market Definitions
Research Methodology
Geographical Coverage
Segmentation
Segmentation (continued)
Segmentation (continued)
Key Questions this Study will Answer
Market Drivers
Market Restraints
Forecast Assumptions
Market Overview—Market Trends
Market Overview—Market Trends (continued)
Market Overview—Technology Trends
Market Overview—Technology Trends (continued)
Market Overview—Price Trends
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Country
Percent Revenue Breakdown by Application
Market Highlights by Application
Market Highlights Discussion
Market Highlights by Horizontal and Vertical
Market Highlights by Horizontal and Vertical (continued)
Market Highlights by Horizontal and Vertical (continued)
Vendor Market Share
Vendor Market Share by Application
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
Asia-Pacific Market—Competitive Assessment
Asia-Pacific Market—Competitive Assessment (continued)
Asia-Pacific Market—Competitive Assessment (continued)
Asia-Pacific Market—Competitive Assessment (continued)
Asia-Pacific Market—Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
The Last Word
Legal Disclaimer
Market Engineering Methodology
Market Engineering Measurements
Other Participants in Asia-Pacific
Partial List of Companies Interviewed
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
Speak directly with our analytics experts for tailored recommendations.
Recent related Information Technology research
28 Oct 2026 | Global | Frost Radar
Frost Radar™: Network as a Service, 2026
Network as a service (NaaS) has evolved beyond bandwidth on demand into a digital operating model that brings together connectivity, cloud, security, observability, automation, and life cycle management through unified digital experiences. As enterprises expand multicloud environments, edge deployme...
27 Oct 2026 | North America | Frost Radar
Frost Radar™: Managed SD-WAN Services in North America, 2026
The North American managed SD-WAN market continues to gain momentum as enterprises accelerate digital transformation, expand cloud adoption, and prepare their networks for increasingly distributed and AI-driven operating environments. SD-WAN has evolved beyond connectivity, becoming a strategic plat...
26 Oct 2026 | North America | Frost Radar
Frost Radar™: Data Center Colocation Services in North America, 2026
Data center colocation services have become a foundational component of enterprise digital infrastructure, enabling organizations to balance performance, security, scalability, and cost optimization across increasingly distributed IT environments. Colocation facilities serve as critical interconnect...
26 Oct 2026 | Global | Market Research
Professional Headsets Market, Global, 2025–2032
This Frost & Sullivan study provides a comprehensive analysis of the key transformations shaping the global professional headsets market. The industry is undergoing significant disruption driven by the rapid adoption of software-based communication platforms with integrated noise suppression feature...
26 Oct 2026 | North America | Frost Radar
Frost Radar™: North American Live Media Contribution, Transport, and Managed Distribution Services, 2026
The North American live media contribution, transport, and managed distribution services market provides the business-to-business infrastructure and operational support required to acquire, move, process, monitor, and deliver live video feeds between venues, production environments, broadcasters, ri...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.