As enterprises deploy private IaaS clouds into production they are reevaluating their future application delivery models. SUSE and WSO2 believe that private PaaS will leverage the automation and scalability of Private IaaS solutions, such as OpenStack-based SUSE Cloud, to deliver the secure, standardized development environments that will make migrating to an agile, serviceoriented delivery model possible.
In their session at the 12th International Cloud Expo, Chris Haddad, VP of Technology Ev...| By PR Newswire | Article Rating: |
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| December 17, 2012 11:27 PM EST | Reads: |
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- Cost advantage holds the market in good stead in the price-sensitive Asia-Pacific region
SINGAPORE, Dec. 18, 2012 /PRNewswire/ -- While the Asia-Pacific is still the preferred off-shore destination for contact centers, keen focus on quality customer service has attracted business from domestic enterprises across the region. Organizations have begun to leverage customer service as a key differentiator to stand out in an intensely competitive environment. This higher interest in customer services has triggered investments in the advanced contact center features and capabilities.
New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), Asia-Pacific Contact Center Applications Market, 2011, finds that in 2011, the market registered more than 13 percent annual growth. To meet the rising customer demand, the region recorded a 9.7 percent growth in contact center agent seats to reach 2.5 million, increasing the investment in contact center applications.
The market will sustain double digit growth in 2012 despite the overall economic slowdown due to the continued deregulation of markets and growth in verticals such as online retail, telecom, government and education. Among countries, Japan, Australia, Korea, the Philippines and India were the key growth markets in 2011. By 2018, India and China are likely to account for over 30 percent of the total market revenue.
Multi-channel conversation and social media integration has gained extreme mind share across markets and is expected to grow rapidly across Asia-Pacific markets. Contact center applications such as multimedia and speech found high uptake, particularly in Australia, due to the growing importance of self service and social media. Even high-growth markets like India, China and the Philippines are investing in self-service applications and optimization tools. BFSI and Telco continue to be the leading verticals in terms of investment and are expected to drive the growth of the contact center applications market, during the forecast period..
"Cost is a vital purchase factor for contact center operations in the Asia-Pacific," said Frost & Sullivan Industry Manager Krishna Baidya. "Therefore, several contact centers are looking ways to optimize their operations, generating strong demand for workforce Optimization (WFO) and analytical tools."
Across the region, many organizations are shying away from setting up in-house contact centers and instead, are seeking the services of small-sized contact centers offering customer contact services. Despite end users being at varying stages of growth, contact center spending has increased across the board.
"Meanwhile, the rising popularity of cloud computing has encouraged the growth of alternative models such as hosted contact center service with its pay-per-use model," noted Baidya. "This is an attractive option in the Asia-Pacific, as it lowers upfront investments and prompts higher investments in contact center services."
If you are interested in more information on this research, please send an email to Jessie Loh, Corporate Communications, at jessie.loh@frost.com, with your full name, company name, job title, telephone number, company email address, company website, city, state and country.
Asia-Pacific Contact Center Applications Market is part of the Contact Centers & CRM Growth Partnership Services program, which also includes research in the following markets: Assessment of Asia-Pacific Contact Center Market and Asia-Pacific Hosted Contact Center Services Market. All research services included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
- The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
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Contact:
Donna Jeremiah
Corporate Communications – Asia Pacific
P: +61-02-8247-8927
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E: djeremiah@frost.com
Jessie Loh
Corporate Communications – Asia Pacific
P: +65-6890-0942
F: +65-6890-0988
E: jessie.loh@frost.com
Published December 17, 2012 Reads 715
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As enterprises deploy private IaaS clouds into production they are reevaluating their future application delivery models. SUSE and WSO2 believe that private PaaS will leverage the automation and scalability of Private IaaS solutions, such as OpenStack-based SUSE Cloud, to deliver the secure, standardized development environments that will make migrating to an agile, serviceoriented delivery model possible.
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Organizations across the world are increasingly starting to see the benefits of moving more and more services to the cloud. The focus on the cost-saving potential of cloud is rapidly shifting to completely transforming the business with cloud. As organizations are investing enormous sums on technology they are starting to realize that in order to maximize the return on investment and accelerate the business transformation process the first area of focus should be people. By ensuring the organiza...
"Since Cloud Expo is running the week of June 10, we thought it'd be a great idea to schedule our Meetup this week. That way, if you have colleagues, friends, or family in town that week for the Expo, you can invite them to join you!" With those words, the OpenStack New York Meetup Group's organizer's launched a landing page this week where anyone interested can register for the June 12 evening event.
Cloud computing is transforming the way businesses think about and leverage technology. As a result, the general understanding of cloud computing has come a long way in a short time. However, there are still many misconceptions about what cloud computing is and what it can do for businesses that adopt this game-changing computing model.
In his General Session at the 12th International Cloud Expo, Gene Eun, Senior Director, Oracle Cloud at Oracle, will discuss and dispel some of the common myth...
“Open source has always provided a number of benefits, including easing adoption costs, propagating a better understanding of the technology, and allowing for faster evolution and commercialization of products and services based on it,” noted Terry Woloszyn, Founder & CEO, Leeward Security Ltd., in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “This is clearly evident with the OpenStack and CloudStack,” Woloszyn continued, “and others that have been quickly commercialized as...
Cloud enables SMBs to access new, scalable resources – previously only available to enterprises – in flexible and cost-effective ways. McKinsey’s SMB Cloud Report projects the public cloud market to reach $40-$50 billion by 2015, with SMBs comprising 65% of public cloud spending in 2015. But selling cloud to SMBs raises the questions of who, what and how.
In her session at the 12th International Cloud Expo, Manjula Talreja, VP of Cisco’s Global Cloud Business Development Team, will discuss the...
In the face of rapidly increasing amounts of unstructured data, industry is investing heavily to turn machines into services and connect them to analytics engines that will extract an extraordinary amount of value and unleash a productivity revolution for both businesses and consumers.
In the health care, transportation and energy sectors alone, the combination of machine diagnostics software and analytics will eliminate as much as $150 billion in waste.
In his session at the 12th Internation...
The economics of business are radically changing due to the way in which software and services are being delivered thanks to cloud computing. In his session at 12th Cloud Expo | Cloud Expo New York [10-13 June, 2013], Mike Kavis will cover six reasons for the disruption.
New, "Super-Sized" 4-Day Cloud Computing Bootcamp is a brief introduction to cloud computing carefully created and devised to help you keep up with evolving trends like Big Data, PaaS, APIs, Mobile, Social and Data Analytics. Solutions built around these topics require a sound cloud computing infrastructure to be successful while assisting customers harvest real benefits from this transformational change that is happening in the IT ecosystem.
“Trust is an ongoing journey and sits at the foundation of any vendor relationship – the companies that don’t consistently earn trust won’t be around long,” noted Henrik Rosendahl, Senior VP of Cloud Solutions at Quantum, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “As they do more with cloud, trust will organically grow – maybe it’s just about meeting SLAs or seeing firsthand that data is there when you need it,” Rosendahl continued.
Cloud Computing Journal: The move ...
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