Opportunity Analysis of Asia-Pacific Contact Center Applications Sector Reveals Immense Potential for Growth

Traditional, core application segments declining due to growing focus on advanced applications

Research Overview

The Asia Pacific contact center applications market generated a revenue growth of 5.4%, with market revenue of $670.8 million in 2018. The market is expected to grow at a CAGR of 3.2% 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.

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