The ANZ contact center market continues to shift from systems to cloud solutions. Along with the on-premise contact center systems, a number of organizations are looking to upgrade their contact center infrastructure to the cloud to explore new features, better flexibility and scalability, and easy integration of multiple digital channels. Contact centers as a service (CCaaS) model have started to gain traction in the Asia Pacific market as businesses enjoy better returns on their investments.

Hosted/cloud contact centers are more customizable, reliable, and flexible which attracts businesses to migrate from their existing on-premise infrastructure to cloud/hosted models. Solution providers will need to focus on clearly articulating upgrade strategies and lifecycle roadmaps that lead to successful omnichannel customer care.

Hosted/cloud service providers are actively leveraging new technologies including artificial intelligence (AI), machine learning (ML), self-service automation, chatbots, robotic process automation (RPA), and real-time analytics solutions.

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. Newer options such as robotic process automation, big data, IoT, and other areas will continue to drive growth during the forecast period.

This study analyzes the overall market size in the base year 2019 and provides forecasts until 2026 for ANZ region. It also analyzes the demand-side revenue by the size of hosting (51–200 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.

Author: Sherrel Roche