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