Australia and New Zealand Hosted/Cloud Contact Center Market Update, Forecast to 2024

While most Asia-Pacific businesses are likely to explore contact center as a service (CCaaS) model, many of them with existing infrastructure would like to explore means to get better returns on their investment. In such cases, businesses are likely to adopt hybrid solutions as established systems vendors have already begun to offer more deployment options. The contact center market will continue to shift from systems to cloud solutions. Solution providers will need to focus on clearly articulating upgrade strategies and lifecycle roadmaps that lead to successful omnichannel customer care.

Integrating new contact channels (for example, mobile contact, chat, and social media) and enabling omnichannel customer experience strategies will be the top drivers that would encourage companies to move to the cloud. Of particular interest would be IVR. Though many forecasted the demise of IVR, it is still a growing channel due to new capabilities, such as text response, speech enablement, and for use in virtual assistant scenarios.

Contact center analytics is expected to be a strong growth area for most vendors. Enterprises are increasingly looking to source end-to-end analytics solutions from their primary contact center infrastructure or workforce optimization vendors. New options, such as robotic process automation, Big Data, IoT, and other areas will continue to drive growth during the forecast period.
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 multitenanted infrastructure owned by a service provider. These terms are used interchangeably throughout this document.

This report analyzes the overall market size in the base year 2017 and provides forecasts until 2024 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.