Description

The Asia-Pacific contact center applications market generated $825.3 million in revenue in 2021, registering an annual growth of 9.5%. 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 have a compound annual growth rate (CAGR) of 4.6% between 2021 and 2028.

The Asia-Pacific is a mixed bag in terms of contact center technology maturity and cloud adoption. 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. Investments in traditional on-premises 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 and achieve productivity improvements and cost savings to gain a competitive edge. This is leading to the increased deployment of digital technologies and advanced automation solutions that enhance customer engagement.

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. It discusses six types of 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.
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 the Internet of Things (IoT) will continue to drive growth. The demand for ICR, IVR, and OBD applications remains 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 banking, financial services, and investment (BFSI) and telecommunications sectors continue to lead in terms of spending, capturing 31.3% and 23.4% of the overall market share in 2021. Government, education, and outsourced contact centers also witnessed a sharp increase in investments. All revenue and market share figures are Frost & Sullivan estimates based on primary and secondary research and analyses. The previous year’s market size and market share estimates have been updated in this study.