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Asia-Pacific Contact Center Applications Market, Forecast to 2023

Asia-Pacific Contact Center Applications Market, Forecast to 2023

The Asia-Pacific (APAC) contact center applications market size is estimated to grow from $647.1 million in 2016 to $733.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 1.8%. 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 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.

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 2016. Market stage, market revenue of 2016, 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.

Research Highlights
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 Issues Addressed
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?


  • Executive Summary
    • Market Engineering Measurements
    • CEO's Perspective
  • Market Overview
    • Market Definitions
    • Research Methodology
    • Geographical Coverage
    • Segmentation
    • Key Questions This Study Will Answer
  • Drivers and Restraints-Asia-Pacific Contact Center Applications Market
    • Market Drivers
    • Market Restraints
  • Forecasts and Trends-Asia-Pacific Contact Center Applications Market
    • Forecast Assumptions
    • Market Overview-Market Trends
    • Market Overview-Technology Trends
    • Market Overview-Price Trends
    • Revenue Forecast
      • Table Total Contact Center Applications Market: Revenue Forecast, Asia-Pacific, 2014-2023
    • Revenue Forecast Discussion
    • Market Highlights by Country
      • Table Total Contact Center Applications Market: Demand Analysis by Country, Asia-Pacific, 2016-2023
    • Percent Revenue Breakdown by Application
    • Market Highlights by Application
      • Table Total Contact Center Applications Market: Adoption Trends by Application, Asia-Pacific, 2016 and 2023
    • Market Highlights Discussion
    • Market Highlights by Horizontal and Vertical
      • Table Total Contact Center Applications Market: Adoption Trends by Vertical, Asia-Pacific, 2016, 2020, and 2023
      • Table Total Contact Center Applications Market: Adoption Trends by Horizontal, Asia-Pacific, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Asia-Pacific Contact Center Applications Market
    • Vendor Market Share
      • Table Total Contact Center Applications Market: Vendor Performance, Asia-Pacific, 2016
    • Vendor Market Share by Application
    • Asia-Pacific Market-Competitive Assessment
  • Australian Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Australia, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Australia, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, Australia, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Australia, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Australia, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Australia
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Australia, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Australia, 2015 and 2016
  • Chinese Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, China, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, China, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, China, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, China, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, China, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-China
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, China, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, China, 2015 and 2016
  • Hong Kong Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Hong Kong, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Hong Kong, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, Hong Kong, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Hong Kong, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Hong Kong, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Hong Kong
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Hong Kong, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Hong Kong, 2015 and 2016
  • Indian Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, India, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, India, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, India, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, India, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, India, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-India
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, India, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, India, 2015 and 2016
  • Indonesian Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Indonesia, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Indonesia, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, Indonesia, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Indonesia, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Indonesia, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Indonesia
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Indonesia, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Indonesia, 2015 and 2016
  • Japanese Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Japan, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Japan, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Applications, Japan, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Japan, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Japan, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Japan
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Japan, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Japan, 2015 and 2016
  • Malaysian Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Malaysia, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Malaysia, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast Applications, Malaysia, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Malaysia, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Malaysia, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Malaysia
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Malaysia, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Malaysia, 2015 and 2016
  • New Zealand Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, New Zealand, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue, New Zealand, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue by Applications, New Zealand, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, New Zealand, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, New Zealand, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-New Zealand
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, New Zealand, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, New Zealand, 2015 and 2016
  • Philippine Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, The Philippines, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, The Philippines, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Applications, The Philippines, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, The Philippines, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, The Philippines, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Philippines
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, The Philippines, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, The Philippines, 2015 and 2016
  • Singaporean Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Singapore, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Singapore, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Applications, Singapore, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Singapore, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Singapore, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Singapore
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Singapore, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Singapore, 2015 and 2016
  • South Korean Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, South Korea, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, South Korea, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, South Korea, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, South Korea, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, South Korea, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-South Korea
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, South Korea, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, South Korea, 2015 and 2016
  • Taiwanese Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Taiwan, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Taiwan, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, Taiwan, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Taiwan, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Taiwan, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Taiwan
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Taiwan, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Taiwan, 2015 and 2016
  • Thai Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Thailand, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Thailand, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, Thailand, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Thailand, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Thailand, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Thailand
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Thailand, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Thailand, 2015 and 2016
  • Vietnamese Contact Center Applications Market Analysis
    • Market Engineering Measurements
      • Table Contact Center Applications Market: Market Engineering Measurements, Vietnam, 2016
    • Overview of Key Trends
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, Vietnam, 2014-2023
    • Revenue Forecast by Application
      • Table Contact Center Applications Market: Revenue Forecast by Application, Vietnam, 2014-2023
    • Revenue Forecast Discussion
    • Vertical Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Vertical, Vietnam, 2016, 2020, and 2023
    • Horizontal Adoption Trends
      • Table Contact Center Applications Market: Adoption Trends by Horizontal, Vietnam, 2016, 2020, and 2023
  • Market Share and Competitive Analysis-Vietnam
    • Market Share
      • Table Contact Center Applications Market: Vendor Performance, Vietnam, 2016
    • Competitive Environment
    • Competitive Assessment
      • Table Contact Center Applications Market: Key Strategies and Tactics, Vietnam, 2015 and 2016
  • The Last Word
  • Appendix
    • Market Engineering Methodology
    • Market Engineering Measurements
      • Table Total Contact Center Applications Market: Market Engineering Measurements, Asia-Pacific, 2016
    • Appendix-Other Participants in Asia-Pacific
    • Partial List of Companies Interviewed

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