This study examines the hosted/cloud contact center solutions market in the Asia-Pacific region. The hosted/cloud contact center market is comprised of full-suite hosted Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Chat, Outbound, and Agent Performance Optimization (APO) applications. The study analyzes the total market size in the base year 2019 and provides forecasts until 2026 for Asia-Pacific including ANZ, ASEAN, GC, India, Japan, and South Korea. The cloud penetration and market growth in the contact center industry varies across sub-regions. 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). The study also addresses the impact of COVID-19 on the cloud contact center market. All revenue and market share figures represent Frost & Sullivan estimates, based on extensive 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