• Frost Radar—Cloud Contact Center Services in Asia-Pacific, 2023
    A benchmarking system to spark companies to action—innovation that fuels new deal flow and growth pipelines


    The Asia-Pacific cloud contact center solutions sector is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the sector will expand at a 12.8% compound annual growth rate to reach $771.1 million by 2027. Large enterprise clients in mature segments, including Japan, Australia, New Zealand, South Korea, China, India, and Singapore, are gradually migrating to the cloud, with hybrid cloud models gaining traction.

    • Yet many enterprises are tied into multi-year contracts for on-premises solutions, limiting their migration to full-cloud options.

    • As these contracts expire and enterprise-class providers offer easy migration plans, cloud migration will increase.

    • Furthermore, the expansion of hybrid cloud offerings in addition to fewer data security and scalability concerns regarding cloud deployments are driving many large enterprises toward full cloud models.

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