Search results for: 'virtual know application acceleration a ba08'

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...

The APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. 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 grow...

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...

2020 created a perfect storm of challenges for the contact center industry. Organizations struggled to deliver on products and services since the COVID-19 pandemic broke out. During this uncertain time, it was even more important to listen and engage with customers and ensure the delivery of continued experiences. To address this, organizations had...

31 Aug 2021  |  Asia Pacific  |  Customer Research

Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific

Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth

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This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employees...

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Australian organizations made major changes to their processes and technology to address the initial crisis. Their contact centers wer...

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Asia-Pacific, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Customer...

06 Nov 2020  |  Asia Pacific  |  Frost Radar

Frost Radar™: Australia Cloud Contact Center Services, 2020

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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Australia has one of the most mature cloud contact center markets in Asia-Pacific with high awareness levels and increased deployments. While the use of legacy on-premises contact center systems is prominent, a growing number of organizations are seeking to shift to the cloud to cope with the new market requirements. Cloud contact centers enable or...

The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accel...