China Contact Centre Industry set to overtake Australia as second largest market player by 2017

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• Publié par: frost-sullivan
• Nombre de lectures: 7
• Langue: English

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China Contact Centre Industry set to overtake Australia as second largest market player by 2017

PR Newswire SINGAPORE, July 25, 2012

- Multi Media applications crucial to market expansion in the long run SINGAPORE,July 25, 2012/PRNewswire/ -- The Chinese Contact Center market reported a total revenue ofUS$116.8 millionin 2010 and will be worthUS$255 millionby 2017. InAsia Pacific,Chinahas positioned itself in third place in terms of revenue in 2010 and will overtakeAustraliaas the second largest market by 2017. The system upgrading and expansion activities from existing customers will contribute most of the revenue in the next three years. Lu Shui Shan, Research Associate, ICT Practice,Asia Pacific, Frost & Sullivan said, "Another driver is the increasing awareness and adoption rate of advanced applications such as Work Force Management, Speech Technology and other multi-media applications. The increasing demand of other UC solutions will also drive the market in the long run. Furthermore, local vendors use relatively low pricing to attract a larger number of customers." The top three industries inChinadriving this growth are Banking & Finance, Telcos and Government, which took up more than 60 per cent of the market in 2010. The industry saw good growth in small to mid-size contact centres. These enterprises with 50 to 200 agents per contact centre took over half of the market. Their size gave them an edge and they are able to achieve the rapid growth with high adoption of in-house contact centre solutions. Lu said, "InChina, global vendors streamlined their channel programs, and expanded their partnership programs in 2010. In addition, UC solutions vendors are marketing their contact centre applications bundled with other UC solutions. Global vendors are now focusing on large local enterprises in BFSI, Government, and E-commerce as there are fewer new customers from MNCs. The global vendors hope to expand to a mid-size market." At present, local vendors are competing actively with global players inChina. Local vendors are leveraging on their understanding of the local market, spending more effort in securing future contracts and deals. Moreover, local vendors have accelerated their R&D process to offer industry-specialized solutions to the market. Other strategies include improving recruiting channels and reducing price points to attract more SMBs. They are becoming more pro- active and innovative in order to seek more market opportunities. The Chinese market will maintain a moderate growth in the next three years and will attain maturity around 2017. More investment can be foreseen on the management of contact centres including operational efficiency and the training of agents. Industry focus will shift from products to services. Lastly, emerging verticals namely E-commerce, hospitality, retails and utilities will generate higher revenue growth than that of the overall market. In 2010, the Australian market surged to a 16.5% growth driven by process optimization and monitoring applications as businesses placed greater focus on