Market Research Logo

Asia-Pacific Contact Center Applications Market, 2015

Asia-Pacific Contact Center Applications Market, 2015

The Asia-Pacific (APAC) contact center applications market size is estimated to grow from $655.4 million in 2015 to $790.9 million by 2022, at a Compound Annual Growth Rate (CAGR) of 2.7%. The research service covers the contact center applications market across 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the Asia-Pacific region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2015, forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2016 to 2022.

Research Scope:
• Market trends (market conditions, technology trends, pricing trends)
• Regional trends (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea,
Taiwan, Thailand, and Vietnam)
• Revenue forecast by solutions, applications, and technologies
• Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)

Market Engineering Measurements are provided for the year of 2015. Market stage, market revenue of 2015, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Questions This Study Will Answer:
• Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in
the short and long terms?
• What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants
introduced to take advantage of market conditions?
• What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the
future?
• How will the market change over time? Will there be a shift in the business model/pricing strategy?
• Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
• Do the products and services offered meet customer needs or is additional development required?


1. Executive Summary
Executive Summary
Executive Summary
Executive Summary—Market Engineering Measurements
Executive Summary—CEO’s Perspective
2. Market Definitions and Research Methodology
Market Definitions and Research Methodology
Market Overview
Research Methodology
Geographical Coverage
Market Overview—Definitions
Market Overview—Definitions (continued)
Market Overview—Definitions (continued)
Market Overview—Definitions (continued)
Market Overview—Definitions (continued)
Market Overview—Definitions (continued)
Market Overview—Key Questions this Study will Answer
3. Drivers and Restraints—Asia-Pacific Contact Center Applications Market
Drivers and Restraints—Asia-Pacific Contact Center Applications Market
Market Drivers
Drivers Explained
Drivers Explained (continued)
Market Restraints
Restraints Explained
4. Forecasts and Trends—Asia-Pacific Contact Center Applications Market
Forecasts and Trends—Asia-Pacific Contact Center Applications Market
Market Engineering Measurements
Market Overview—Market Trends
Market Overview—Market Trends (continued)
Market Overview—Technology Trends
Market Overview—Technology Trends (continued)
Market Overview—Price Trends
Percent Revenue Breakdown by Application
Forecast Assumptions
Revenue Forecast
Revenue Forecast Discussion
Market Highlights by Country
Market Highlights by Application
Market Highlights Discussion
Market Highlights by Horizontal and Vertical
Market Highlights by Horizontal and Vertical (continued)
Market Highlights by Horizontal and Vertical (continued)
5. Market Share and Competitive Analysis— Asia-Pacific Contact Center Applications Market
Market Share and Competitive Analysis— Asia-Pacific Contact Center Applications Market
Vendor Market Share
Vendor Market Share by Application
Vendor Market Share by Application (continued)
Vendor Market Share by Application (continued)
6. Australia Contact Center Applications Market, 2015
Australia Contact Center Applications Market, 2015
Australia Market—Market Engineering Measurements
Australia Market—Percent Revenue Breakdown by Application
Australia Market Overview—Key Trends
Australia Market—Revenue Forecast
Australia Market—Revenue Forecast Discussion
Australia Market Highlights by Application
Australia Market Highlights by Application Discussion
Australia Market Highlights by Horizontal and Vertical
Australia Market Highlights by Horizontal and Vertical (continued)
7. Market Share and Competitive Analysis—Australia
Market Share and Competitive Analysis—Australia
Australia Market—Vendor Market Share
Australia Market—Vendor Market Share by Application
Australia Market—Vendor Market Share by Application (continued)
Australia Market—Vendor Market Share by Application (continued)
Australia Market—Competitive Highlights
Australia Market—Competitive Highlights (continued)
Australia Market—Competitive Highlights (continued)
8. China’s Contact Center Applications Market, 2015
China’s Contact Center Applications Market, 2015
China Market—Market Engineering Measurements
China Market—Percent Revenue Breakdown by Application
China Market Overview—Key Trends
China Market Overview—Key Trends (continued)
China Market Overview—Key Trends (continued)
China Market—Revenue Forecast
China Market—Revenue Forecast Discussion
China Market Highlights by Application
China Market Highlights by Application Discussion
China Market Highlights by Horizontal and Vertical
China Market Highlights by Horizontal and Vertical (continued)
China Market Highlights by Horizontal and Vertical (continued)
9. Market Share and Competitive Analysis—China
Market Share and Competitive Analysis—China
China Market—Vendor Market Share
China Market—Vendor Market Share by Application
China Market—Vendor Market Share by Application (continued)
China Market—Vendor Market Share by Application (continued)
China Market—Competitive Highlights
China Market—Competitive Highlights (continued)
10. Hong Kong’s Contact Center Applications Market, 2015
Hong Kong’s Contact Center Applications Market, 2015
Hong Kong Market—Market Engineering Measurements
Hong Kong Market—Percent Revenue Breakdown by Application
Hong Kong Market Overview—Key Trends
Hong Kong Market—Revenue Forecast
Hong Kong Market—Revenue Forecast Discussion
Hong Kong Market Highlights by Application
Hong Kong Market Highlights by Application Discussion
Hong Kong Market Highlights by Horizontal and Vertical
Hong Kong Market Highlights by Horizontal and Vertical (continued)
11. Market Share and Competitive Analysis—Hong Kong
Market Share and Competitive Analysis—Hong Kong
Hong Kong Market—Vendor Market Share
Hong Kong Market—Vendor Market Share by Application
Hong Kong Market—Vendor Market Share by Application (continued)
Hong Kong Market—Vendor Market Share by Application (continued)
Hong Kong Market—Competitive Highlights
12. India’s Contact Center Applications Market, 2015
India’s Contact Center Applications Market, 2015
India Market—Market Engineering Measurements
India Market—Percent Revenue Breakdown by Application
India Market Overview—Key Trends
India Market—Revenue Forecast
India Market—Revenue Forecast Discussion
India Market Highlights by Application
India Market Highlights by Application Discussion
India Market Highlights by Horizontal and Vertical
India Market Highlights by Horizontal and Vertical (continued)
13. Market Share and Competitive Analysis—India
Market Share and Competitive Analysis—India
India Market—Vendor Market Share
India Market—Vendor Market Share by Application
India Market—Vendor Market Share by Application (continued)
India Market—Vendor Market Share by Application (continued)
India Market—Competitive Highlights
India Market—Competitive Highlights (continued)
14. Indonesia’s Contact Center Applications Market, 2015
Indonesia’s Contact Center Applications Market, 2015
Indonesia Market—Market Engineering Measurements
Indonesia Market—Percent Revenue Breakdown by Application
Indonesia Market Overview—Key Trends
Indonesia Market—Revenue Forecast
Indonesia Market—Revenue Forecast Discussion
Indonesia Market Highlights by Application
Indonesia Market Highlights by Application Discussion
Indonesia Market Highlights by Horizontal and Vertical
Indonesia Market Highlights by Horizontal and Vertical (continued)
15. Market Share and Competitive Analysis—Indonesia
Market Share and Competitive Analysis—Indonesia
Indonesia Market—Vendor Market Share
Indonesia Market—Vendor Market Share by Application
Indonesia Market—Vendor Market Share by Application (continued)
Indonesia Market—Vendor Market Share by Application (continued)
Indonesia Market—Competitive Highlights
Indonesia Market—Competitive Highlights (continued)
16. Japan’s Contact Center Applications Market, 2015
Japan’s Contact Center Applications Market, 2015
Japan Market—Market Engineering Measurements
Japan Market—Percent Revenue Breakdown by Application
Japan Market Overview—Key Trends
Japan Market—Revenue Forecast
Japan Market—Revenue Forecast Discussion
Japan Market Highlights by Application
Japan Market Highlights by Application Discussion
Japan Market Highlights by Horizontal and Vertical
Japan Market Highlights by Horizontal and Vertical (continued)
17. Market Share and Competitive Analysis—Japan
Market Share and Competitive Analysis—Japan
Japan Market—Vendor Market Share
Japan Market—Vendor Market Share by Application
Japan Market—Vendor Market Share by Application (continued)
Japan Market—Vendor Market Share by Application (continued)
Japan Market—Competitive Highlights
Japan Market—Competitive Highlights (continued)
18. Malaysia’s Contact Center Applications Market, 2015
Malaysia’s Contact Center Applications Market, 2015
Malaysia Market—Market Engineering Measurements
Malaysia Market—Percent Revenue Breakdown by Application
Malaysia Market Overview—Key Trends
Malaysia Market—Revenue Forecast
Malaysia Market—Revenue Forecast Discussion
Malaysia Market Highlights by Application
Malaysia Market Highlights by Application Discussion
Malaysia Market Highlights by Horizontal and Vertical
Malaysia Market Highlights by Horizontal and Vertical (continued)
19. Market Share and Competitive Analysis—Malaysia
Market Share and Competitive Analysis—Malaysia
Malaysia Market—Vendor Market Share
Malaysia Market—Vendor Market Share by Application
Malaysia Market—Vendor Market Share by Application (continued)
Malaysia Market—Vendor Market Share by Application (continued)
Malaysia Market—Competitive Highlights
Malaysia Market—Competitive Highlights (continued)
20. New Zealand’s Contact Center Applications Market, 2015
New Zealand’s Contact Center Applications Market, 2015
New Zealand Market—Market Engineering Measurements
New Zealand Market—Percent Revenue Breakdown by Application
New Zealand Market Overview—Key Trends
New Zealand Market—Revenue Forecast
New Zealand Market—Revenue Forecast Discussion
New Zealand Market Highlights by Application
New Zealand Market Highlights by Application Discussion
New Zealand Market Highlights by Horizontal and Vertical
New Zealand Market Highlights by Horizontal and Vertical (continued)
21. Market Share and Competitive Analysis—New Zealand
Market Share and Competitive Analysis—New Zealand
New Zealand Market—Vendor Market Share
New Zealand Market—Vendor Market Share by Application
New Zealand Market—Vendor Market Share by Application (continued)
New Zealand Market—Vendor Market Share by Application (continued)
New Zealand Market—Competitive Highlights
New Zealand Market—Competitive Highlights (continued)
New Zealand Market—Competitive Highlights (continued)
22. The Philippines’ Contact Center Applications Market, 2015
The Philippines’ Contact Center Applications Market, 2015
The Philippines Market—Market Engineering Measurements
The Philippines Market—Percent Revenue Breakdown by Application
The Philippines Market Overview—Key Trends
The Philippines Market—Revenue Forecast
The Philippines Market—Revenue Forecast Discussion
The Philippines Market Highlights by Application
The Philippines Market Highlights by Application Discussion
The Philippines Market Highlights by Horizontal and Vertical
The Philippines Market Highlights by Horizontal and Vertical (continued)
23. Market Share and Competitive Analysis—The Philippines
Market Share and Competitive Analysis—The Philippines
The Philippines Market—Vendor Market Share
The Philippines Market—Vendor Market Share by Application
The Philippines Market—Vendor Market Share by Application (continued)
The Philippines Market—Vendor Market Share by Application (continued)
The Philippines Market—Competitive Highlights
The Philippines Market—Competitive Highlights (continued)
24. Singapore’s Contact Center Applications Market, 2015
Singapore’s Contact Center Applications Market, 2015
Singapore Market—Market Engineering Measurements
Singapore Market—Percent Revenue Breakdown by Application
Singapore Market Overview—Key Trends
Singapore Market Overview—Key Trends (continued)
Singapore Market—Revenue Forecast
Singapore Market—Revenue Forecast Discussion
Singapore Market Highlights by Application
Singapore Market Highlights by Application Discussion
Singapore Market Highlights by Horizontal and Vertical
Singapore Market Highlights by Horizontal and Vertical (continued)
25. Market Share and Competitive Analysis—Singapore
Market Share and Competitive Analysis—Singapore
Singapore Market—Vendor Market Share
Singapore Market—Vendor Market Share by Application
Singapore Market—Vendor Market Share by Application (continued)
Singapore Market—Vendor Market Share by Application (continued)
Singapore Market—Competitive Highlights
Singapore Market—Competitive Highlights (continued)
26. South Korea’s Contact Center Applications Market, 2015
South Korea’s Contact Center Applications Market, 2015
South Korea Market—Market Engineering Measurements
South Korea Market—Percent Revenue Breakdown by Application
South Korea Market Overview—Key Trends
South Korea Market—Revenue Forecast
South Korea Market—Revenue Forecast Discussion
South Korea Market Highlights by Application
South Korea Market Highlights by Application Discussion
South Korea Market Highlights by Horizontal and Vertical
South Korea Market Highlights by Horizontal and Vertical (continued)
27. Market Share and Competitive Analysis—South Korea
Market Share and Competitive Analysis—South Korea
South Korea Market—Vendor Market Share
South Korea Market—Vendor Market Share by Application
South Korea Market—Vendor Market Share by Application (continued)
South Korea Market—Vendor Market Share by Application (continued)
South Korea Market—Competitive Highlights
South Korea Market—Competitive Highlights (continued)
28. Taiwan’s Contact Center Applications Market, 2015
Taiwan’s Contact Center Applications Market, 2015
Taiwan Market—Market Engineering Measurements
Taiwan Market—Percent Revenue Breakdown by Application
Taiwan Market Overview—Key Trends
Taiwan Market—Revenue Forecast
Taiwan Market—Revenue Forecast Discussion
Taiwan Market Highlights by Application
Taiwan Market Highlights by Application Discussion
Taiwan Market Highlights by Horizontal and Vertical
Taiwan Market Highlights by Horizontal and Vertical (continued)
29. Market Share and Competitive Analysis—Taiwan
Market Share and Competitive Analysis—Taiwan
Taiwan Market—Vendor Market Share
Taiwan Market—Vendor Market Share by Application
Taiwan Market—Vendor Market Share by Application (continued)
Taiwan Market—Vendor Market Share by Application (continued)
Taiwan Market—Competitive Highlights
30. Thailand’s Contact Center Applications Market, 2015
Thailand’s Contact Center Applications Market, 2015
Taiwan Market—Market Engineering Measurements
Thailand Market—Percent Revenue Breakdown by Application
Thailand Market Overview—Key Trends
Thailand Market—Revenue Forecast
Thailand Market—Revenue Forecast Discussion
Thailand Market Highlights by Application
Thailand Market Highlights by Application Discussion
Thailand Market Highlights by Horizontal and Vertical
Thailand Market Highlights by Horizontal and Vertical (continued)
31. Market Share and Competitive Analysis—Thailand
Market Share and Competitive Analysis—Thailand
Thailand Market—Vendor Market Share
Thailand Market—Vendor Market Share by Application
Thailand Market—Vendor Market Share by Application (continued)
Thailand Market—Vendor Market Share by Application (continued)
Thailand Market—Competitive Highlights
Thailand Market—Competitive Highlights (continued)
32. Vietnam’s Contact Center Applications Market, 2015
Vietnam’s Contact Center Applications Market, 2015
Vietnam Market—Market Engineering Measurements
Vietnam Market—Percent Revenue Breakdown by Application
Vietnam Market Overview—Key Trends
Vietnam Market—Revenue Forecast
Vietnam Market—Revenue Forecast Discussion
Vietnam Market Highlights by Application
Vietnam Market Highlights by Application Discussion
Vietnam Market Highlights by Horizontal and Vertical
Vietnam Market Highlights by Horizontal and Vertical (continued)
33. Market Share and Competitive Analysis—Vietnam
Market Share and Competitive Analysis—Vietnam
Vietnam Market—Vendor Market Share
Vietnam Market—Vendor Market Share by Application
Vietnam Market—Vendor Market Share by Application (continued)
Vietnam Market—Vendor Market Share by Application (continued)
Vietnam Market—Competitive Highlights
34. The Last Word
The Last Word
The Last Word—3 Big Predictions
Legal Disclaimer
35. Appendix
Appendix
Market Engineering Methodology
Appendix—Other Participants in Asia-Pacific
Appendix—Other Participants in Australia
Appendix—Other Participants in China
Appendix—Other Participants in Hong Kong
Appendix—Other Participants in India
Appendix—Other Participants in Indonesia
Appendix—Other Participants in Japan
Appendix—Other Participants in Malaysia
Appendix—Other Participants in New Zealand
Appendix—Other Participants in The Philippines
Appendix—Other Participants in Singapore
Appendix—Other Participants in South Korea
Appendix—Other Participants in Taiwan
Appendix—Other Participants in Thailand
Appendix—Other Participants in Vietnam
Partial List of Companies Interviewed

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook

Share this report