Singapore Contact Center Applications Market, 2015

The Adoption of Workforce Management (WFM) and Analytics Applications Powered up the Growth

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The Singaporean contact center applications market size is estimated to decline from $14.7 million in 2015 to $14.4 million by 2022, at a negative Compound Annual Growth Rate (CAGR) of 0.3%. The research service covers the contact center applications market in Singapore based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2015, forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2016 to 2022.

Research Scope:
• Market trends (market conditions, technology trends, pricing trends)
• Country trends
• Revenue forecast by solutions, applications, and technologies
• Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as
well as by the size of the contact centers)

Market Engineering Measurements are provided for the year of 2015. Market stage, market revenue of 2015, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed 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, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Questions This Study Will Answer:
• Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in
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 offered meet customer needs or is additional development required?

Table of Contents

1. Executive Summary
Market Engineering Measurements
2. Market Definitions and Research Methodology
Market Overview
Research Methodology
Definitions
3. Forecasts and Trends
Singapore Market—Market Engineering Measurements
Singapore Market—Percent Revenue Breakdown by Application
Singapore Market Overview—Key Trends
Singapore Market—Revenue Forecast
Singapore Market Highlights by Application
Singapore Market Highlights by Horizontal and Vertical
4. Market Share and Competitive Analysis
Singapore Market—Vendor Market Share
Singapore Market—Vendor Market Share by Application
Singapore Market—Competitive Highlights
Legal Disclaimer
5. Appendix
Market Engineering Methodology
Other Participants in Singapore
Partial List of Companies Interviewed


List of Figures & Charts

1. Total Contact Center Applications Market: Vertical Segmentation, Singapore, 2015
2. Total Contact Center Applications Market: Horizontal Segmentation, Singapore, 2015
3. Contact Center Applications Market: Market Engineering Measurements, Singapore, 2015
4. Contact Center Applications Market: Adoption Trends, Singapore, 2015
5. Contact Center Applications Market: Vendor Performance, Singapore, 2015
6. Contact Center Applications Market: Key Strategies and Tactics, Singapore, 2014 and 2015


1. Contact Center Applications Market: Market Engineering Measurements, Singapore, 2015
2. Contact Center Applications Market: Research Methodology, Singapore, 2015
3. Contact Center Applications Market: Application Segmentation, Singapore, 2015
4. Contact Center Applications Market: Percent Revenue Breakdown by Application, Singapore, 2015
5. Contact Center Applications Market: Revenue Forecast, Singapore, 2014–2022
6. Contact Center Applications Market: Adoption Trends by Application, Singapore, 2015 and 2022
7. Contact Center Applications Market: Adoption Trends by Vertical, Singapore, 2015, 2019, and 2022
8. Contact Center Applications Market: Adoption Trends by Horizontal, Singapore, 2015, 2019, and 2022
9. Contact Center Applications Market: Market Share Analysis, Singapore, 2015
10. Contact Center Applications Market: Market Share Analysis of ICR Systems, Singapore, 2015
11. Contact Center Applications Market: Market Share Analysis of IVR Systems, Singapore, 2015
12. Contact Center Applications Market: Market Share Analysis of OBD Systems, Singapore, 2015
13. Contact Center Applications Market: Market Share Analysis of QM Systems, Singapore, 2015
14. Contact Center Applications Market: Market Share Analysis of WFM Systems, Singapore, 2015
15. Contact Center Applications Market: Market Share Analysis of Analytics Systems, Singapore, 2015



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