Frost.com - Contact Centers Research http://www.frost.com/c/10341/home.do - Contact Centers Research Thu, 24 May 2018 8:51:08 Asia-Pacific Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=P990-01-00-00-00 The Asia-Pacific (APAC) contact center applications market size is estimated to grow from $647.1 million in 2016 to $733.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 1.8%. The research service covers the contact center applications market across 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the Asia-Pacific region based on 6 application segments, including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Regional trends (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Australian Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K45-01-00-00-00 The Australian contact center applications market grew by 2.8%, reporting total market revenue of $122.1 million in 2016. The market is forecast to decline at a CAGR of 1.3% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Chinese Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K46-01-00-00-00 The Chinese contact center applications market declined by 0.2%, reporting market revenue of $105.2 million in 2016. The market is forecast to see a CAGR of 1.4% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Hong Kong Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K47-01-00-00-00 The Hong Kong contact center applications market grew by 5.7%, reporting market revenue of $14.08 million in 2016. The market is forecast to grow at a CAGR of 2.2% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Indian Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K48-01-00-00-00 The Indian contact center applications market grew by 2.7%, reporting a market revenue of $65.2 million in 2016. The market is forecast to see a CAGR of 3.3% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Indonesian Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K49-01-00-00-00 The Indonesia contact center applications decline by 1.1%, reporting market revenue of $14.9 million in 2016. The market is forecast to grow at a CAGR of 4.9% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Japanese Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K50-01-00-00-00 The Japanese contact center applications market grew by 1.6%, reporting a market revenue of $166.0 million in 2016. The market is forecast to grow at a CAGR of 2.5% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market, which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Malaysian Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K51-01-00-00-00 The contact center applications market in Malaysia grew by 5.2% in 2016, compared the declining trends the previous year. The market is forecasted with a CAGR of 1.5% from 2016 to 2023. This study is part of Asia Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016, forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
New Zealand Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K52-01-00-00-00 The New Zealand contact center applications market has been growing at a steady growth rate of 0.7% and was valued at $13.5 million in 2016. The market is forecast to grow at a CAGR of 0.8% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market, which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Philippine Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K53-01-00-00-00 The Philippine contact center applications market is estimated to be worth $20.8 million, a moderate growth of 0.9% in 2016 following adecline of 5.1% in 2015. The market is forecast to see a CAGR of 5.1% from 2016 to 2023. This study is part of the Asia-Pacific research service for the contact center applications market, which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Singaporean Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K54-01-00-00-00 The Singaporean contact center applications market size is estimated to shrink from $16.3 million in 2016 to $16.2 million by 2023, at a Compound Annual Growth Rate (CAGR) of 0.1%. This study is part of the Asia-Pacific research service for the contact center applications market, which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
South Korean Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K55-01-00-00-00 The South Korean contact center applications market size is estimated to grow from $66.0 million in 2016 to $74.9 million by 2023, at a Compound Annual Growth Rate (CAGR) of 1.8%. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Taiwanese Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K56-01-00-00-00 The Taiwanese contact center applications market size is estimated to shrink from $9.3 million in 2016 to $8.3 million by 2023, at a Compound Annual Growth Rate (CAGR) of 1.6%. This study is part of the Asia-Pacific research service for the contact center applications market which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Thai Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K57-01-00-00-00 The Thai contact center applications market size is estimated to grow from $16.4 million in 2016 to $27.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 7.4%. The research service is part of the Asia-Pacific market tracker for the contact center applications market, which covers 14 countries (Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam) in the region based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highlights

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
Vietnamese Contact Center Applications Market, Forecast to 2023 http://www.frost.com/prod/servlet/sublib/display-report.do?id=4K58-01-00-00-00 The Vietnamese contact center applications market size is estimated to grow from $4.0 million in 2016 to $5.6 million by 2023, at a Compound Annual Growth Rate (CAGR) of 5.1%. The research service covers the contact center applications market in Vietnam based on 6 application segments including Inbound Contact Routing (ICR), Interactive Voice Response (IVR), Outbound Dialer (OBD), Quality Monitoring (QM), Workforce Management (WFM) and analytics applications. The base year is 2016. Forecasts are provided by application as well as by vertical segment and horizontal segment adoption for the years 2017 to 2023.--BEGIN PROMO--

Research Scope

  • Market trends (market conditions, technology trends, pricing trends)
  • Country trends
  • Revenue forecast by solutions, applications, and technologies
  • Analysis and highlights by verticals and horizontals (trends are also identified based on technology adoption across different industry sectors as well as by the size of the contact centers)
  • Market Engineering Measurements are provided for the year of 2016. Market stage, market revenue of 2016, market size at the end of forecast period, base year market growth rate, CAGR, market saturation, price range, price sensitivity, and market concentration are provided.

Research Highligts

The study presents the market size and market share by application and country. Strategies, growth analysis, competitive landscape, and future focus are discussed for major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Artsoft, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, Jiaxun, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Parsec, Samsung (Seoul Commtech)Unify, SinoVoice, Spectra, Synway, Syswill, Talisma, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE, and so on).

Key Issues Addressed

  • Is the market growing, declining, or reaching saturation? How long will it continue to grow and at what rate? What are the key growth regions in the short and long terms?
  • What are the driving and restraining factors that will shape the future of this market? What initiatives have the ecosystem participants introduced to take advantage of market conditions?
  • What is the current competitive landscape? How is it expected to evolve in the future? How are ecosystem participants gearing up for the future?
  • How will the market change over time? Will there be a shift in the business model/pricing strategy?
  • Which segment(s) will drive future adoption? What are some of the vertical-specific trends?
  • Do the products and services offered meet customer needs or is additional development required?
Wed, 9 May 2018 00:00:00 +0100
2018 Top Information and Communication Technologies http://www.frost.com/prod/servlet/sublib/display-report.do?id=D83A-01-00-00-00 The proliferation of digital technologies has remained substantial over the past two decades. With intelligence being seen as the next evolution post digitization, disruptive technology innovations in the ICT space are being developed around the world and have deeply permeated various applications and markets. The research service delves deeper into information and communication technologies from various technology and market attractiveness metrics such as innovation landscape, patent, funding, market potential, applications impact, regional adoption and disruptive potential. Technologies covered in this report include: Deep Learning, Blockchain, 5G, Cognitive Security, Haptic Reality, Conversational Computing, Small Data, Hyperimaging Analytics, XaaS (Everything-as-a-Service) and Edge Intelligence Mon, 30 Apr 2018 00:00:00 +0100 Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K173-01-00-00-00 Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing features are increasingly sought after, and incorporating unified communications is a valuable differentiator. Price continues to play a top factor in decision making. This study provides contact center outsourcers with important benchmarks across verticals, and supports their digital transformation journey. The study covers trends impacting the contact center BPO market, strategic imperatives for contact center BPO providers, end user priorities for customer engagement, outsourcer investment trends, case studies of successful digital transformation implementations, growth opportunities in 2019 and beyond, analyst commentary and perspectives, and the 2018 top predictions for the BPO Industry. Features and solutions covered include big data analytics, chat and chat Bot (Interactive Text Response), customer journey analytics, email, guided resolution/next best action, IVR, IoT, live agent voice, messaging bot, mobile customer care, proactive outbound, performance management, quality monitoring, real time speech analytics, social media analytics, speech analytics, unified agent desktop, video, web collaboration tools, workforce management, and eLearning. Wed, 25 Apr 2018 00:00:00 +0100 South Africa ICT Outlook, 2018 http://www.frost.com/prod/servlet/sublib/display-report.do?id=MDB2-01-00-00-00 This study provides a 2018 outlook for the South African information and communication technologies (ICT) market. The research scope includes telecommunications, broadcasting, data centres, cloud, IT services, business process management (BPM) services, Internet of Things (IoT), and Artificial Intelligence (AI). Market trends that are examined include regulations/mandates, macroeconomic trends, technological developments, partnerships, acquisitions, and general trends in the country.--BEGIN PROMO--

Research Scope

The study explores growth opportunities that will be created by ICT service providers and identifies potential business models. It evaluates ICT service providers’ future focus on infrastructure, technologies, services, and business models, and includes a 2018 growth/market share analysis.

Analysis for 2017 and 2018 includes measurements for fixed-line, mobile, Internet/data, and broadband; 2017–2018 growth rates are provided. Insights about influential start-ups are discussed in detail.

Strategies, a competitive landscape, growth analysis, and future focus are discussed for telecommunications providers (e.g., Telkom, MTN, and Vodacom) and IT service providers (e.g., Dimension Data, IBM, and T-Systems) pertaining to 2017. The base year for the study is 2017, with 2018 as forecast period.

Key Issues Addressed

  • What are the top predictions and leading market trends that will drive the various sectors of the ICT market in 2018? What will be their impacts?
  • What is the role of technology startups and their impact? What are the key startups and which major industries will be disrupted by them?
  • What are the key growth opportunities and strategic imperatives for current and potential ICT market participants in 2018?
  • What is the total ICT market size in 2017? How is the market forecasted to grow in 2018?
  • What is the impact of the PESTLE (political, economic, social, technological, legal, and environmental) framework and trends on market growth?
  • What are the key emerging technologies that will disrupt the ICT industry in 2018? How will these technologies impact the ICT industry in 2018?
  • What are the potential business models and key Mega Trends that will transform the ICT market in 2018? What will be their impacts?
Tue, 17 Apr 2018 00:00:00 +0100