Abstract
Introduction
A statistical overview of technology deployments in contact centers.
Scope
An overview of contact center technology trends in APAC. Broken down by 12
different verticals across five different sizebands.
Highlights
Statistical overviews of trends in contact center demand for in-house and
outsourced agent positions in different vertical markets.
Reasons to Purchase
Determine rates of growth in emerging and mature vertical markets. Understand
new market opportunities in APAC.
Table of Contents
TABLE OF CONTENTS
OVERVIEW 1
Catalyst 1
Summary 1
Definitions
2
AGENT POSITIONS 9
Contact Centers and Agent Positions in APAC 9
In-house and Outsourced Agent Positions in APAC 11
Agent positions in APAC
by vertical market 13
Agent positions in APAC by size-band 15
Agent
positions in APAC by telephony end-point 17
Agent positions in APAC by
technology location 19
TECHNOLOGY SPENDING 21
APAC contact center
technology spending by application 21
APAC contact center technology
spending by vertical 23
APAC contact center technology spending by
size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
APAC contact center Inbound hardware technology spending by vertical 27
APAC contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
APAC contact
center Non-switch software technology spending by vertical 32
APAC contact
center Non-switch software technology spending by size-band 35
CONTACT
CENTER OUTBOUND TECHNOLOGY SPENDING 37
APAC contact center Outbound
technology spending by vertical 37
APAC contact center Outbound technology
spending by size-band 39
CONTACT CENTER QUALITY MONITORING TECHNOLOGY
SPENDING 41
APAC contact center Quality Monitoring technology spending by
vertical 41
APAC contact center Quality Monitoring technology spending by
size-band 44
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING
46
APAC contact center Switch-dependent technology spending by vertical
46
APAC Contact center Switch-dependent technology spending by size-band
49
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
APAC
contact center Switch-independent technology spending by vertical 51
APAC
contact center Switch-independent technology spending by size-band 54
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 56
APAC contact
center Workforce Management technology spending by vertical 56
APAC
contact center Workforce Management technology spending by size-band 59
APPENDIX 61
Further reading 61
Ask the analyst 61
LIST OF
FIGURES
Figure 1: Contact centers and agent positions in APAC, 2005 --
2010 9
Figure 2: In house and outsourced agent positions in APAC, 2005 --
2010 11
Figure 3: Agent positions in APAC by vertical market, 2005 & 2010
13
Figure 4: Agent positions in APAC by size-band, 2005 & 2010 15
Figure 5: Agent positions in APAC by telephony end-point, 2005 -- 2010 17
Figure 6: Agent positions in APAC by technology location, 2005 -- 2010 19
Figure 7: APAC contact center technology spending by application, 2005 -- 2010
21
Figure 8: APAC contact center technology spending by vertical market,
2005 & 2010 23
Figure 9: APAC contact center technology spending by
size-band, 2005 & 2010 25
Figure 10: APAC contact center Inbound hardware
technology spending by vertical market, 2005 & 2010 27
Figure 11: APAC
contact center Inbound hardware technology spending by size-band, 2005 & 2010
30
Figure 12: APAC contact center Non-switch software technology spending
by vertical market, 2005 & 2010 32
Figure 13: APAC contact center
Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: APAC contact center Outbound technology spending by vertical
market, 2005 & 2010 37
Figure 15: APAC contact center Outbound technology
spending by size-band, 2005 & 2010 39
Figure 16: APAC contact center
Quality Monitoring technology spending by vertical market, 2005 & 2010 41
Figure 17: APAC contact center Quality Monitoring technology spending by
size-band, 2005 & 2010 44
Figure 18: APAC contact center Switch-dependent
technology spending by vertical market, 2005 & 2010 46
Figure 19: APAC
contact center Switch-dependent technology spending by size-band, 2005 & 2010
49
Figure 20: APAC contact center Switch-independent technology spending
by vertical market, 2005 & 2010 51
Figure 21: APAC contact center
Switch-independent technology spending by size-band, 2005 & 2010 54
Figure
22: APAC contact center Workforce Management technology spending by vertical
market, 2005 & 2010 56
Figure 23: APAC contact center Workforce Management
technology spending by size-band, 2005 & 2010 59
LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2: Contact centers and agent
positions in APAC, 2005 -- 2010¥ 10
Table 3: In house and outsourced agent
positions in APAC, 2005 -- 2010 12
Table 4: Agent positions in APAC by
vertical market, 2005 -- 2010 14
Table 5: Agent positions in APAC by
size-band, 2005 -- 2010 16
Table 6: Agent positions in APAC by telephony
end-point, 2005 -- 2010 18
Table 7: Agent positions in APAC by technology
location, 2005 -- 2010 20
Table 8: APAC contact center technology spending
by application, 2005 -- 2010 22
Table 9: APAC contact center technology
spending by vertical market, 2005 -- 2010 24
Table 10: APAC contact center
technology spending by size-band, 2005 -- 2010 26
Table 11: APAC contact
center Inbound hardware technology spending by vertical market, 2005 -- 2010
28
Table 12: APAC contact center Inbound hardware technology spending by
size-band, 2005 -- 2010 31
Table 13: APAC contact center Non-switch
software technology spending by vertical market, 2005 -- 2010 33
Table 14:
APAC contact center Non-switch software technology spending by size-band, 2005
-- 2010 36
Table 15: APAC contact center Outbound technology spending by
vertical market, 2005 -- 2010 38
Table 16: APAC contact center Outbound
technology spending by size-band, 2005 -- 2010 40
Table 17: APAC contact
center Quality Monitoring technology spending by vertical market, 2005 -- 2010
42
Table 18: APAC contact center Quality Monitoring technology spending by
size-band, 2005 -- 2010 45
Table 19: APAC contact center Switch-dependent
technology spending by vertical market, 2005 -- 2010 47
Table 20: APAC
contact center Switch-dependent technology spending by size-band, 2005 -- 2010
50
Table 21: APAC contact center Switch-independent technology spending
by vertical market, 2005 -- 2010 52
Table 22: APAC contact center
Switch-independent technology spending by size-band, 2005 -- 2010 55
Table
23: APAC contact center Workforce Management technology spending by vertical
market, 2005 -- 2010 57
Table 24: APAC contact center Workforce Management
technology spending by size-band, 2005 -- 2010 60
