China Contact Centre Industry set to overtake Australia as second largest market player by 2017

China Contact Centre Industry set to overtake Australia as second largest market player by 2017 PR Newswire SINGAPORE, July 25, 2012 - Multi Media applications crucial to market expansion in the long run SINGAPORE, July 25, 2012 /PRNewswire/ -- The Chinese Contact Center market reported a total revenue of US$116.8 million in 2010 and will be worth US$255 million by 2017. In Asia Pacific, China has positioned itself in third place in terms of revenue in 2010 and will overtake Australia as the second largest market by 2017. The system upgrading and expansion activities from existing customers will contribute most of the revenue in the next three years. Lu Shui Shan, Research Associate, ICT Practice, Asia Pacific, Frost & Sullivan said, "Another driver is the increasing awareness and adoption rate of advanced applications such as Work Force Management, Speech Technology and other multi-media applications. The increasing demand of other UC solutions will also drive the market in the long run. Furthermore, local vendors use relatively low pricing to attract a larger number of customers." The top three industries in China driving this growth are Banking & Finance, Telcos and Government, which took up more than 60 per cent of the market in 2010. The industry saw good growth in small to mid-size contact centres. These enterprises with 50 to 200 agents per contact centre took over half of the market.