Assessment of the Asia-Pacific Contact Center Market, 2012

Upswing in the Domestic Markets Propels Next Phase of Growth


The Asia-Pacific region continues to be in the forefront of growth markets for contact center services globally. This study is an assessment of the contact center market across 13 countries in six APAC sub-regions under Australia and New Zealand, ASEAN, Greater China, India, South Korea, and Japan. It provides market sizing and forecasting in terms of number of contact centers, number of agents, and number of seats. While number of agents and number of seats have been provided at an overall Asia-Pacific level, number of contact centers has been provided at an overall Asia-Pacific level as well as by region. Key market trends and drivers and restraints have also been discussed.

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The Asia-Pacific region continues to be in the forefront of growth markets for contact center services globally. This study is an assessment of the contact center market across 13 countries in six APAC sub-regions under Australia and New Zealand, ASEAN, Greater China, India, South Korea, and Japan. It provides market sizing and forecasting in terms of number of contact centers, number of agents, and number of seats. While number of agents and number of seats have been provided at an overall Asia-Pacific level, number of contact centers has been provided at an overall Asia-Pacific level as well as by region. Key market trends and drivers and restraints have also been discussed.

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Table of Contents

Executive SummaryExecutive SummaryExecutive Summary (continued)Executive Summary—Market Engineering MeasurementsExecutive Summary—CEO’s PerspectiveMarket OverviewMarket Overview—DefinitionsMarket Overview—End-user VerticalsMarket Overview—Research MethodologyMarket Overview—Geographical CoverageMarket Overview—Geographical Coverage (continued)Market Overview—Key Questions This Study Will AnswerExternal Challenges: Drivers and Restraints—Total Contact Center MarketDrivers and RestraintsDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Restraints ExplainedRestraints Explained (continued)Restraints Explained (continued)Forecasts and Trends—Total Contact Center MarketMarket Engineering MeasurementsKey Market TrendsKey Market Trends (continued)Total Contact Center Market—Number of Contact Centers ForecastTotal Contact Center Market—Contact Centers Distribution by RegionTotal Contact Center Market—Number of Seats ForecastTotal Contact Center Market—Seat DistributionTotal Contact Center Market—Seat Distribution (continued)Total Contact Center Market—Seat Distribution DiscussionTotal Contact Center Market—Seat Distribution Discussion (continued)Total Contact Center Market—Trends by Contact Center ModelTotal Contact Center Market—Trends by Contact Center Model DiscussionTotal Contact Center Market—Number of Agents ForecastDemand Analysis—Total Contact Center MarketTotal Contact Center Market—Adoption Trends by VerticalTotal Contact Center Market—Adoption Trends by Vertical DiscussionTotal Contact Center Market—Adoption Trends by Vertical Discussion (continued)Total Contact Center Market—Trends by Country ServicedTotal Contact Center Market—Trends by Country Serviced DiscussionLabor Trends—Total Contact Center MarketTotal Contact Center Market—Labor Trends The Last WordThe Last Word—Three Big PredictionsLegal DisclaimerAppendixMarket Engineering MethodologyPartial List of Companies InterviewedLearn More: Next StepsAdditional Sources of Information




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