The Asia-Pacific contact center applications market generated $825.3 million in revenue in 2021, registering an annual growth of 9.5%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to have a compound annual growth rate (CAGR) of 4.6% between 2021 and 2028.
The Asia-Pacific is a mixed bag in terms of contact center technology maturity and cloud adoption. The pandemic-induced increase in the volume of interactions compelled contact centers to invest in cloud-based knowledge management tools that help optimize knowledge creation, dissemination, and utilization. Investments in traditional on-premises contact center applications are experiencing a slowdown as contact centers are migrating to hosted, cloud, or hybrid solutions. The change in customer interaction habits is driving demand for omnichannel solutions. Organizations are aiming to deliver compelling customer experience and achieve productivity improvements and cost savings to gain a competitive edge. This is leading to the increased deployment of digital technologies and advanced automation solutions that enhance customer engagement.
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