Australia and New Zealand Hosted/ Cloud Contact Center Market Update, Forecast to 2023

Today, companies globally are challenged by the rapidly shifting market forces including the fast rate of innovation, change in technology landscape, increasing consumerization and changing economic scenarios. Firms are increasingly launching new and disruptive services in the market to differentiate themselves from the rest. On the other hand, end customers are becoming more demanding and expect high level of support and sophisticated interactions with companies for convenient and faster services.

Over past few years, contact centers have become an integral part of management strategy across global organizations. The growing competition in the global markets and an increasing focus on optimizing operating expenses while enhancing customer services has led to growing adoption of hosted/cloud-based deployment models in the market. The market for hosted and cloud contact centers in APAC, continues to grow at faster pace as compared to on-premise.

Contact center application vendors in the Asia-Pacific (APAC) have been increasing their focus on hosted/cloud solutions by forging new relationships with telecom service providers in the region. For most vendors, it is quite a big shift from selling traditional premise-based solutions; therefore, vendors are aligning with the service providers for a smooth access into the growing market. Telecom providers are playing a critical role in this market by not only supporting call collections, but by delivering solutions, offering infrastructure, and offering end-to-end support services.

The study is for contact centers that are hosted or in the cloud. A hosted contact center is a network-based contact center service, where the service provider hosts the contact center infrastructure and leases out functionalities, applications and features to end-users. Cloud based contact centers refer to the supply of contact center functionalities such as voice and applications through an “as a service” model. The solution is delivered over the internet from a multi-tenanted infrastructure owned by a service provider. These terms are used interchangeably throughout this document.

This report analyzes the overall market size in base year 2016 and forecast till 2023 for regions/countries in APAC including ANZ, ASEAN, Greater China, India, Japan and South Korea. It also analyzes the demand side revenue by size of hosting (50-200 seats, <50 seats and >200 seats), type of requirement (expansion, new contact center, overflow), Horizontal (large enterprise, medium enterprise, small enterprise). All revenue and market share figures represent Frost & Sullivan estimates, based on primary and secondary research, and analysis. Any previous year(s) Market Size and Market Share estimates, if revised, are updated in this study.