USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
State of the Asia-pacific Customer Contact Industry—The Covid-19 Pandemic has Accelerated CX Investments
During the Pandemic, Companies Have Become Increasingly Dependent on the Cloud to Deliver CX, and this Trend is Likely to Gain Further Momentum
25-Aug-2021
Asia Pacific
Market Research
K678-01-00-00-00
IT04374-AP-MT_25718
The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies. Accelerated vaccine deployment, a strong rebound of consumer demand, and faster service sector recovery can enable full GDP recovery by mid-2021 (optimistic scenario). In case of multiple fresh outbreaks, lockdown extensions, and delayed vaccine administration, full recovery will be postponed beyond 2021 (pessimistic scenario).
Owing to the ongoing healthcare crisis, some sectors (travel and hospitality, manufacturing, retail, and transportation) are finding it difficult to deliver an excellent customer experience (CX).
The objective of this Frost & Sullivan study is to measure the current use of and the future decision-making behavior of businesses pertaining to information technology (IT), especially in terms of contact center solutions across various industries, business sizes, and regions. Specifically, the study provides data about adoption drivers and restraints, deployment plans, perceived benefits and concerns, and allocated budgets pertaining to technologies and tools related to contact center/CX management.
The key Asia-Pacific countries covered as part of this research are Australia, China, India, Japan, and Singapore.
Research Benefits
The study will enable your organization to:
- Understand the impact of the COVID-19 pandemic on IT solutions decision making (contact centers, in particular)
- Comprehend the IT-related challenges organizations face today
- Discern the status of the digital transformation
- Understand the adoption trends of transformative technology solutions and their impact on customer experience
- Appraise available budgets for different areas of transformation
- Deep dive to understand the trends impacting the customer contact industry
-comprehend the changes brought about by the ongoing healthcare crisis
-interpret the current and the future use of contact center technologies
-evaluate factors that drive investments in contact center technologies
Author: Krishna Baidya
Research Objectives
Benefits of this Research
Research Methodology
Sample Distribution—Country
Respondent Profile—Decision-Making Authority
Organization Profile—Industry Segments
Summary of Key Findings
Summary of Key Findings (continued)
Key Business Goals
Priority Departments for Digital Transformation Investment
Digital Transformation Success measurement
Departments Driving the Adoption of Digital Solutions
Factors Preventing Investments in Transformative Technologies
The Impact of the Covid-19 Pandemic on Organizations
Organization Focus Post Covid-19
The Impact of the COVID-19 pandemic on Technology Investments
Key Digital Transformation Objectives Accelerated by COVID-19
Transformative Digital Solutions’ Impact on CX
Priorities for Transformative Technology Investments
Top Reasons for AI Investments
Importance of AI in Terms of Enhancing Enterprise Communication and Contact Center Capabilities
Anticipated Benefits of Using AI to Enhance Business Communication and Contact Center Capabilities
CX Priorities for Businesses
Top CX Challenges for Businesses
Adoption of Interaction Channels Across Organizations
Customer Interaction trends
Customer Interaction Trends During the Covid-19 Pandemic
Transforming Contact Center operations During the Covid-19 Pandemic
Top IT Challenges in Supporting Remote Work
Channel Priority During the Covid-19 Pandemic
Customer Satisfaction Across Channels
Contact Center Technology Adoption Trends
State of OmnichanneL CX
Benefits of Integrating UC&C And CC Solutions
Integration of UC&C and CC Solutions
Benefits of Using CPaaS
Adoption of Cloud/Hosted CC solutions
Use of Hosted/Cloud Contact Center Solutions
Obstacles Preventing Contact Centers from Achieving their Goals
Technology Prioritization Post Covid-19
Future Deployment in the Cloud
Key Factors for Cloud Communication Provider Selection
Conclusion
Growth Opportunities
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
Speak directly with our analytics experts for tailored recommendations.
Recent related Information Technology research
29 Oct 2026 | Global | Market Research
Global Cloud IaaS and PaaS Market, 2025-2031
This study analyzes the global Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) market from 2025 to 2031, covering hyperscale cloud providers, AI-focused neoclouds, and regional and sovereign cloud operators across North America, Latin America, EMEA, and Asia-Pacific. It provides ...
28 Oct 2026 | Global | Frost Radar
Frost Radar™: Network as a Service, 2026
Network as a service (NaaS) has evolved beyond bandwidth on demand into a digital operating model that brings together connectivity, cloud, security, observability, automation, and life cycle management through unified digital experiences. As enterprises expand multicloud environments, edge deployme...
27 Oct 2026 | North America | Frost Radar
Frost Radar™: Managed SD-WAN Services in North America, 2026
The North American managed SD-WAN market continues to gain momentum as enterprises accelerate digital transformation, expand cloud adoption, and prepare their networks for increasingly distributed and AI-driven operating environments. SD-WAN has evolved beyond connectivity, becoming a strategic plat...
26 Oct 2026 | North America | Frost Radar
Frost Radar™: Data Center Colocation Services in North America, 2026
Data center colocation services have become a foundational component of enterprise digital infrastructure, enabling organizations to balance performance, security, scalability, and cost optimization across increasingly distributed IT environments. Colocation facilities serve as critical interconnect...
26 Oct 2026 | Global | Market Research
Professional Headsets Market, Global, 2025–2032
This Frost & Sullivan study provides a comprehensive analysis of the key transformations shaping the global professional headsets market. The industry is undergoing significant disruption driven by the rapid adoption of software-based communication platforms with integrated noise suppression feature...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.