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印尼的客服中心及CRM SaaS市場預測 (2016∼2021年)

Indonesia Call Center and CRM SaaS Market Forecast 2016-2021

出版商 Asia Pacific Research Group (APRG) 商品編碼 191445
出版日期 內容資訊 英文 40 Pages; 16 Exhibits
商品交期: 最快1-2個工作天內
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印尼的客服中心及CRM SaaS市場預測 (2016∼2021年) Indonesia Call Center and CRM SaaS Market Forecast 2016-2021
出版日期: 2016年06月01日 內容資訊: 英文 40 Pages; 16 Exhibits

受到政府主導的穩定性經濟發展,及線上人口的增加等因素影響,印尼的大企業CRM (顧客關係管理) 部門支出額正在日益擴大,同時這也關係到國內客服中心市場急速且穩定性的成長。但愈來愈多企業選擇將客服中心業務委外處理。此外,隨著雲端技術的發達,SaaS/雲端基礎的CRM服務的支出額也在急速擴大。同時活用SNS的客服中心服務也正在各個行業日漸普及。

本報告提供印尼的外包客服中心及CRM SaaS (SaaS型的顧客關係管理服務)市場概論,提供您客服中心 (內部資源/外包)的市場規模和成長率,相關技術的最新趨勢,客服中心業者數和地位,未來的產業發展預測,今後應該解決的弱點與風險,今後的市場支出額預測等調查評估。

第1章 市場展望和摘要

  • 印尼的內部部署/外部部署 (雲端) 客服中心產業的成長
  • SWOT分析
  • CRM (顧客關係管理) 用SaaS市場

第2章 左右印尼的客服中心市場的要素

  • 印尼國內的客服中心所提供服務的內容
  • 顧客滿意度依然是最大的優先事項
  • 自助服務型的Managing Agent的發展
  • 透過社群網路增加與客戶的交流
  • 印尼的SaaS市場發展情形

第3章 印尼的客服中心市場指標與未來預測 (2021年前)

  • 國內的內部資源 (自家公司完成型) 客服中心技術的支出額
  • 印尼國內的撥入(inbound)與撥出(outbound)技術的支出額
  • 印尼客服中心業者地位的提升
  • 印尼的客服中心·外包市場
  • 印尼的CRM SaaS市場

第4章 調查方法與方法

  • 定義



The Indonesia Call Center market continues to be strong - gov't economic initiatives have led to sustainable growth and a growing online population continues to drive CRM spending at leading Indonesian enterprises.

Analysts at APRG have just published their sixth edition of the "Indonesia's Call Center Industry Market Forecast" with some interesting trends noted:

  • On premise CRM technology spending increased by high single digits in 2015
  • SaaS cloud based CRM spending grew by 22% in 2015
  • Enterprise Call Center interactions using social networking applications continued to increase across most vertical industry sectors

This June 2016 market research report is a deep independent assessment of the Call Center (Contact Center) industry in Indonesia. The report provides industry strategists, analysts, and technology companies with local forecasts and market intelligence on Indonesia's growing Call Center and CRM SaaS investments. Besides enabling decision makers to assess the market size and growth, it is designed to help vendors in identifying new market opportunities. Some of the trends and metrics we dive into include:

  • Track and forecast the size of the in sourced and outsourced Call Center market in Indonesia
  • Understand the technology trends and influences in the Indonesia Call Center market
  • Understand the forecast for the number of Call Centers and Call Center agent positions in Indonesia to 2021
  • Understand why and how leading Indonesian enterprises are expanding their Call Centers from 2016 to 2021
  • Understand the weakness and risks of this market sector in Indonesia
  • Forecast of spending increases on Call Center technology to 2021

Table of Contents

Section 1. Outlook and Summary

  • On Prem and Off Prem Call Center Industry Growth in Indonesia
  • SWOT Analysis
  • CRM SaaS Market

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
  • How the SaaS market is unfolding in Indonesia

Section 3. Metrics and Forecasts for Indonesia Call Center Market to 2021

  • Call Center Technology Spend at Domestic In sourced Call Centers
  • Spending on Inbound and Outbound Technology in Indonesia
  • Growth in Contact Center's Agent Positions in Indonesia
  • Call Center Outsourcing Market in Indonesia
  • CRM SaaS Market in Indonesia

Section 4. Methodology and Research Approach

  • Definitions
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