Frost & Sullivan: Moderate growth for Australia's contact centre applications market as momentum shifts towards hosted and cloud based solutions

Frost & Sullivan: Moderate growth forFrost & Sullivan: Moderate growth for Australia's contact centre applications market as momentum shifts towards hosted and cloud based solutions PR Newswire SYDNEY, Feb. 4, 2014 -- As on-premise vendors struggle to drive growth, the emerging cloud based contact centre market will grow at a CAGR of 38.9% The Australian contact centre applications market grew 11.3% in 2012 from the previous year. Frost & Sullivan anticipates the on premise contact centre market to record moderate growth at a Compound Annual Growth Rate (CAGR) of 6.2% from 2012 to 2019. Performance optimisation, quality management and multimedia applications continue to be the main drivers of growth. Large contact centres running complex solutions are more inclined towards on-premise solutions, but these tend to be resource and capital intensive to deploy and maintain. In addition, most on-premise deployments come with long contract terms, which organisations are becoming increasingly reluctant to commit to. Audrey William, Head of Research, ICT Practice, Frost & Sullivan ANZ says, "Organisations are increasingly evaluating alternative solutions offering similar capabilities with more flexible deployment and payment models; this is driving demand for hosted and hybrid solutions, where vendors such as Interactive Intelligence have been particularly successful.