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The Demand for Omnichannel Solutions will Serve as a Driver
22-Jul-2019
Asia Pacific
Market Research
4K90-01-00-00-00
IT03894-AP-MR_23420
The Malaysian contact center application market grew by 6.5% in 2017 and registered market revenue of $14.1 million. The market is forecast to grow at a CAGR of 3.0% from 2017 to 2024.
This study is part of the research service on the Asia-Pacific contact center application market which covers 14 countries: Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region. It covers 6 application segments: Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM), and analytics.
The base year is 2017. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2018 to 2024.
Research Highlights
- Market trends based on market conditions, technology trends, and pricing trends
- Revenue forecasts for solutions, applications, and technologies
- Analyses and highlights of trends for verticals and for horizontals (trends identified on the basis of technology adoption across various industries and by the size of the contact centers)
- Market size and market share by application and by country
- Market Engineering measurements, such as market stage, market revenue for 2017, market size at the end of the forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration
- Strategies, growth analysis, competitive landscape, and future focus for major contact center application vendors: Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocast, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech), SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Unify, Verint Systems, Voiceware, West Interactive, Zinglabs, and ZTE
Key Issues Addressed
- Is the market growing, declining, or experiencing saturation?
- How long will it continue to grow and at what rate?
- What are the key growth regions for the short and long terms?
- What are the driving and restraining factors that will shape the future of this market?
- What initiatives have the ecosystem participants introduced to take advantage of market conditions?
- What is the current competitive landscape?
- How is it expected to evolve in the future?
- How are ecosystem participants gearing up for the future?
- How will the market change over time?
- Will there be a shift in the business model/pricing strategy?
- Which segment(s) will drive future adoption?
- What are some of the vertical-specific trends?
- Do the products and services meet customer needs, or is additional development required?
Author: Krishna Baidya
Key Findings
Market Engineering Measurements
Market Definitions
Research Methodology
Segmentation
Segmentation (continued)
Segmentation (continued)
Forecast Assumptions
Market Engineering Measurements
Overview of Key Trends
Revenue Forecast
Revenue Forecast by Application
Revenue Forecast Discussion
Vertical Adoption Trends
Horizontal Adoption Trends
Market Share
Competitive Environment
Competitive Assessment
Competitive Assessment (continued)
Legal Disclaimer
Market Engineering Methodology
Partial List of Companies Interviewed
List of Exhibits
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Research Highlights
- Market trends based on market conditions, technology trends, and pricing trends
- Revenue forecasts for solutions, applications, and technologies
- Analyses and highlights of trends for verticals and for horizontals (trends identified on the basis of technology adoption across various industries and by the size of the contact centers)
- Market size and market share by application and by country
- Market Engineering measurements, such as market stage, market revenue for 2017, market size at the end of the forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration
- Strategies, growth analysis, competitive landscape, and future focus for major contact center application vendors: Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocast, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech), SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Unify, Verint Systems, Voiceware, West Interactive, Zinglabs, and ZTE
Key Issues Addressed
- Is the market growing, declining, or experiencing saturation?
- How long will it continue to grow and at what rate?
- What are the key growth regions for the short and long terms?
- What are the driving and restraining factors that will shape the future of this market?
- What initiatives have the ecosystem participants introduced to take advantage of market conditions?
- What is the current competitive landscape?
- How is it expected to evolve in the future?
- How are ecosystem participants gearing up for the future?
- How will the market change over time?
- Will there be a shift in the business model/pricing strategy?
- Which segment(s) will drive future adoption?
- What are some of the vertical-specific trends?
- Do the products and services meet customer needs, or is additional development required?
Author: Krishna Baidya
| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Krishna Baidya |
| Industries | Information Technology |
| WIP Number | 4K90-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,9661 |
Malaysian Contact Center Applications Market, Forecast to 2024
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