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Traditional, Core Application Segments Declining Due to Growing Focus on Advanced Applications
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The Taiwanese contact center applications market generated a revenue growth of 4.3%, with market revenue of $9.5 million in 2018. The market is expected to decline at a CAGR of 0.9% from 2018 to 2025.An increasing number of organizations in the region recognize customer experience (CX) as key to customer life cycle value enhancement.Customer contact continues to evolve, from interactions on disparate channels to seamless customer journeys that are proactive, interactive, and persistent. Solution providers have built out suites of integrated contact center capabilities to address this new need. However, they will have to bring in new technologies, such as predictive analytics and machine learning, to enhance capabilities, add value, and remain competitive. 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. This report discusses contact center applications market segmented into six types of applications. They are Inbound Contact Routing (ICR) Systems, Interactive Voice Response (IVR) Systems, Outbound Dialer (OBD) Systems, Quality Monitoring (QM) Systems, Workforce Management (WFM) Systems and Contact Center Analytics Systems.Many contact center vendors have developed their product portfolio that includes on-premises, hybrid, and fully hosted options. The contact centers are actively upgrading cloud-based solutions from the traditional on-premises infrastructure. Throughout the region the demand of the core contact center applications like ICR, IVR and OB remained the largest contributing segment and are experiencing the slowest or negative growth in most of the markets due to the migration of the contact centers towards the hosted/cloud based solutions.Analytics and WFM are poised to be the fast growing contact center applications in the forecast period as the contact centers are focusing on the efficiency within the business. Enterprises are increasingly looking to source end-to-end analytics solutions from their primary contact center infrastructure or workforce optimization vendor. Robotic process automation, Big Data, and IoT will continue to drive growth. This report analyzes the overall contact center application market size of Taiwan in the base year 2018 and provides forecasts until 2025. It also analyzes the demand-side revenue by size of contact centers (50–200 seats, <50 seats, and >200 seats). 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.
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