Frost & Sullivan: Growth opportunities in the Contact Center Applications market

Frost & Sullivan: Growth opportunities in the Contact Center Applications market PR Newswire SINGAPORE, July 16, 2012 - Organizations leverage on advance applications to differentiate customer service experience SINGAPORE, July 16, 2012 /PRNewswire/ -- Frost & Sullivan's Information, Communications and Technologies (ICT) Practice will host an analyst briefing on the Asia Pacific market for contact centre solution providers on Wednesday, 25 July 2012, at 1100 hrs (GMT +8.00 hrs) Singapore time. The Asia Pacific region holds attraction for many when it comes to the contact center business. The region continues to soar as "The" preferred off-shore destination. At the same time, intensifying focus on quality customer service has piqued the interest of domestic enterprises across Asia Pacific. To meet rising customer demand, the region recorded a 9.7 per cent growth in contact center agent seats to reach US$2.5 million in 2011. This in turn raised investments in contact center applications. In an increasingly competitive market, organizations in the region started to leverage on customer service as key differentiator. Such focus helped investment on the advanced features/capabilities to be added on contact centers in 2011. This analyst briefing will discuss how Contact Center revenues will be impacted in the short term and long term, how applications will affect the revenue model of operators, and how contact center business models will evolve in Asia Pacific.