Asia-Pacific Contact Center Applications Tracker, 2023

The Asia-Pacific contact center applications market grew by 6.9% in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 4.4% from $881.9 million in 2022 to $1,193.5 million in 2029, driven by cloud migration, system upgrades, and increased investments in advanced applications, such as analytics and workforce management. Vietnam, Malaysia, Indonesia, the Philippines, and Thailand are forecast to witness fast growth between 2022 and 2029.

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 6 application types: 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.

Asia-Pacific is a mixed bag in terms of contact center technology maturity and cloud adoption. The expansion of hybrid cloud offerings, decreasing data security concerns, and ease of scalability around cloud deployments drove many organizations toward cloud adoption. As the Asia-Pacific cloud contact center market matures and on-premises contact center systems near their end of life, many organizations are exploring cloud options to innovate faster and access a wide range of functionalities to engage with customers more efficiently. Cloud-based technology designed for contact centers has become more robust, offering access to all the features that on-premises solutions provide with the added benefit of being hosted over the Internet, allowing businesses to quickly deploy services across multiple geographies. The BFSI sector continued to be the leading vertical in deploying contact center applications, accounting for 30.8% of the market in 2022. Telecommunications was ranked second, accounting for 23.1%. Travel and tourism, retail and utilities, government and education, and outsourced contact centers are poised to witness rapid growth throughout the forecast period.

Overall, Asia-Pacific remains a price-sensitive market. However, mature markets, such as Australia, New Zealand, Japan, Singapore, Hong Kong, South Korea, and Taiwan, are ready to invest a premium to deploy cloud-based sophisticated applications. Investment per seat is higher in these countries than in China, India, Malaysia, Thailand, Indonesia, or the Philippines. Inbound contact routing (ICR) will continue to dominate the application market throughout the forecast period, with a share of 42.8% of the total market in 2022. Analytics solutions will see the strongest CAGR of 11.1% between 2022 and 2029 as contact centers will consider them service differentiators.

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 have been updated.

Author: Sherrel Roche