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Malaysian Contact Center Applications Market, Forecast to 2023

Malaysian Contact Center Applications Market, Forecast to 2023

The contact center applications market in Malaysia grew by 5.2% in 2016, compared the declining trends the previous year. The market is forecasted with a CAGR of 1.5% from 2016 to 2023. This study is part of Asia Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the 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)
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
  • Market Overview
    • Market Definitions
    • Research Methodology
    • Segmentation
  • Forecasts and Trends
    • Forecast Assumptions
    • 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 by 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
    • 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
  • Appendix
    • Market Engineering Methodology
    • Partial List of Companies Interviewed

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