@CloudExpo Authors: Yeshim Deniz, Liz McMillan, Elizabeth White, Zakia Bouachraoui, Pat Romanski

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Research and Markets: Indonesia Call Center and CRM Market Forecast: 2014 - 2018

Research and Markets (http://www.researchandmarkets.com/research/tc8wkg/indonesia_call) has announced the addition of the "Indonesia Call Center ( Call Centre ) and CRM Market Forecast: 2014 - 2018" report to their offering.

The Indonesia Call Center market will continue its strong growth in 2015 as a robust economy with strong domestic consumption continues to drive this sector forward.

This market research report is a new, independent assessment of the Contact or Call Center industry in Indonesia. The report provides industry professionals and strategists, analysts, and technology companies with independent forecasts and market intelligence on Indonesia's growing Contact Center industry. Besides enabling decision makers to assess the market size and growth, it also helps in identifying new market opportunities.


  • CRM technology spending increased 23 in 2013
  • The number of Contact Center seats grew by 23% in 2013
  • The number of enterprise Contact Center interactions through social networking applications increased over 100 percent in 1H 2014 (over same time last year)
  • In 1H 2014, 14% of the CRM market was delivered as a SaaS model

In addition to the significant uptake in new IP based Call Center technologies, we are seeing a number of Indonesian enterprises implementing best practices that improve performance metrics in customer satisfaction and service, inbound and outbound sales, and collections.

This report provides answers to help you:

  • Assess the size of the Outsourced Call Center market in Indonesia
  • Develop plans for expanding or establishing Call Center in Indonesia
  • Understand the technology trends and influences in the Indonesia Contact Center market
  • Understand the forecast for the number of Call Centers and Call Center Agent postions in Indonesia for 2014 to 2018
  • Understand why leading Indonesian enterprises are expanding their Contact Centers in 2014 to 2016
  • Understand the weakness and risks of this market in Indonesia
  • Forecast of spending increases on Contact Center technology to 2017
  • Forecast of the number of Contact Center interactions through Social Networking applications in Indonesia

Key Topics Covered:

Section 1. Outlook and Analysis

  • Industry Growth
  • Contact Center Technology Spending Growth in Enterprises
  • Continuing Challenges

Section 2. Trends Impacting the Indonesian Contact Center Market

  • What Services do Indonesian Call Centers Provide
  • Customer Satisfaction Remains the Highest Priority
  • Growth in Self Service Managing Agent Development
  • Growth in Social Networking Customer Interactions
  • Increase in outbound customer contact activity
  • How the SaaS market is unfolding in Indonesia

Section 3. Metrics and Forecasts for Indonesia Call Center Market to 2017

  • Contact Center Technology Spend in Indonesia
  • Contact Center Outsourcing Market in Indonesia
  • Growth in Contact Center's Agent Positions in Indonesia
  • CRM SaaS Market in Indonesia
  • Spending on Inbound and Outbound Technology in Indonesia

Section 4. Methodology and Research Approach

For more information visit http://www.researchandmarkets.com/research/tc8wkg/indonesia_call

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