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Contact Center Outsourcing Market in the APAC Region 2015-2019

Contact Center Outsourcing Market in the APAC Region 2015-2019

About Contact Center Outsourcing

Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to perform multichannel operations. This results in better customer experience and enables customer expectations to be met with advanced level of interaction. Companies are outsourcing their contact center functions to third-party service providers. It helps client firms to increase their operational efficiency, enhance the customer experience, concentrate on their core competencies, reduce time-to-market, obtain access to fresh talent and experience along with latest technologies, and build an organization with an economical cost structure in the long run.

TechNavio's analysts forecast the Contact Center Outsourcing market in the APAC region to grow at a CAGR of 11.76 percent over the period 2014-2019.

Covered in this Report

This report covers the present scenario and the growth prospects of the Contact Center Outsourcing market in the APAC region for the period 2015-2019.

TechNavio's report, the Contact Center Outsourcing Market in APAC Region 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the landscape of the Contact Center Outsourcing market in the APAC region and its growth prospects in the future. It provides a detailed discussion of the key vendors operating in this market.

Key Vendors

  • HP
  • IBM
  • Sitel
  • Teleperformance
Other Prominent Vendors
  • [24]7
  • Alorica
  • CGS
  • Convergys
  • Genesys
  • Genpact
  • HGS
  • Infomedia Nusantara
  • NTT Solco
  • Salmat
  • Scicom
  • Sykes
  • Teletech
  • Transcosmos
  • VADS
  • VXI
  • West
  • WNS
  • Xerox
Key Market Driver
  • Growing Need for Cost Reduction
  • For a full, detailed list, view our report
Key Market Challenge
  • Emergence of Other Contact Center Outsourcing Locations
  • For a full, detailed list, view our report
Key Market Trend
  • Emerging Interest from SMBs
  • For a full, detailed list, view our report
Key Questions Answered in this Report
  • What will the market size be in 2018 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?


Press Release

TechNavio Announces the Publication of its Research Report – Contact Center Outsourcing Market in the APAC Region 2015-2019

TechNavio recognizes the following companies as the key players in the Contact Center Outsourcing Market in the APAC Region: Hewlett-Packard (HP) Co., International Business Machines (IBM) Corp., Sitel Corp. and Teleperformance

Other Prominent Vendors in the market are: [24]7, Alorica, CGS, Convergys, Genpact, HGS, Infomedia Nusantara, NTT Solco, Salmat, Scicom, Sykes, Teletech, Transcosmos, VADS, VXI, West, WNS and Xerox.

Commenting on the report, an analyst from TechNavio’s team said: “One of the major trends emerging in the market is interest from SMBs looking to outsource their contact center functions. Several SMBs across the APAC region, especially in Australia, Japan, India, and China, are adopting contact center solutions. Hosted contact center solutions are preferred as there is no upfront cost involved in setting up the infrastructure.”

According to the report, increased need for cost reduction is one of the major drivers in the market. By outsourcing contact center solutions, companies do not need to invest in infrastructure. It also enables them to access local talent, which is available at a lower cost than in the host country.

Further, the report states that one of the major challenges that the market faces is the emergence of other contact center outsourcing locations. The Contact Center Outsourcing market in the APAC region has gained technical expertise, which is increasing the salary levels of employees. The emergence of other contact center locations is posing a threat to the market in the APAC region as services are available at a lower cost.

Companies Mentioned

HP, IBM, Sitel, Teleperformance, [24]7, Alorica , CGS , Convergys , Genesys, Genpact , HGS , Infomedia Nusantara , NTT Solco , Salmat , Scicom , Sykes, Teletech, Transcosmos, VADS, VXI, West, WNS, Xerox

  • Executive Summary
  • List of Abbreviations
  • Scope of the Report
    • Market Overview
    • Solutions/Services
  • Market Research Methodology
    • Market Research Process
    • Research Methodology
      • Table Market Research Methodology
  • Introduction
  • Market Landscape
    • Market Overview
      • Table Forms of Contact Center Outsourcing
    • Market Size and Forecast
      • Table Contact Center Outsourcing Market in APAC Region 2014-2019 (US$ billion)
    • Five Forces Analysis
  • Market Segmentation by End-user
    • Contact Center Outsourcing Market in APAC Region by End-user 2014
      • Table Contact Center Outsourcing Market in APAC Region by End-user 2014
  • Buying Criteria
  • Market Growth Drivers
  • Drivers and their Impact
  • Market Challenges
  • Impact of Drivers and Challenges
  • Market Trends
  • Trends and their Impact
  • Vendor Landscape
    • Competitive Landscape
    • Other Prominent Vendors
      • [24]7
      • Alorica
      • CGS
      • Convergys
      • Genpact
      • HGS
      • Infomedia Nusantara
      • NTT Solco
      • Salmat
      • Scicom
      • Sykes
      • West
  • Key Vendor Analysis
    • IBM
      • Key Facts
      • Business Description
      • Business Segmentation
        • Table IBM: Business Segmentation
      • Revenue Segmentation by Business Segment
        • Table IBM: Revenue Segmentation by Business 2013
      • Revenue Segmentation by Business Operation
        • Table IBM: Revenue Segmentation 2013
      • Revenue Comparison of Business Segments 2012 and 2013
        • Table IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)
      • Revenue Segmentation by Geography
        • Table IBM: Revenue Segmentation by Geography 2013
      • Business Strategy
      • Key Developments
      • SWOT Analysis
    • HP
      • Key Facts
      • Business Overview
      • Business Segmentation by Revenue 2013
        • Table HP: Business Segmentation by Revenue 2013
      • Business Segmentation by Revenue 2012 and 2013
        • Table HP: Business Segmentation by Revenue 2012 and 2013 (US$ million)
      • Geographical Segmentation by Revenue 2013
        • Table HP: Geographical Segmentation by Revenue 2013
      • Business Strategy
      • Recent Developments
      • SWOT Analysis
    • Teleperformance
      • Key Facts
      • Business Overview
      • Revenue Segmentation by Program Type 2013
        • Table Teleperformance: Revenue Segmentation by Program Type 2013
      • Segmentation by Program Type 2012 and 2013
        • Table Teleperformance: Segmentation by Program Type 2012 and 2013 (US$ million)
      • Geographical Segmentation by Revenue 2013
        • Table Teleperformance: Geographical Segmentation by Revenue 2013
      • Business Segmentation by Sector 2013
        • Table Teleperformance: Business Segmentation by Sector 2013
      • Recent Developments
      • SWOT Analysis
    • Sitel
      • Key Facts
      • Business Overview
      • Geographical Segmentation by Revenue 2013
        • Table Sitel: Geographical Segmentation by Revenue 2013
      • Business Strategy
      • Recent Developments
      • SWOT Analysis
  • Other Reports in this Series

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