ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET 2022-2028

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CRI’s report on the Asia-Pacific contact center software market showcases that the market is estimated to advance with a CAGR of 17.42% during the forecast period 2022-2028.

SKU: TR-168-2022 Category: Tag:

Description

MARKET OUTLOOK

CRI’s report on the Asia-Pacific contact center software market showcases that the market is estimated to advance with a CAGR of 17.42% during the forecast period 2022-2028. China, India, Australia, Japan, ASEAN countries, South Korea, and Rest of Asia-Pacific are countries considered in the given region.
The surge in investments by key players is estimated to drive the studied market’s growth in India. For instance, SaaS Labs, a contact center software startup, raised a significant amount to launch various innovative products. Another company, Genesys, introduced new cloud capabilities with the intent to offer data sovereignty for local businesses. This has encouraged various companies to expand their footings in the country. Hence, these factors are expected to widen the scope and growth of the contact center software market across India.
In South Korea, the IT and telecommunications industry is witnessing substantial growth owing to various strategic initiatives. Moreover, companies are investing heavily in contact center products and solutions. For instance, SK Telecom Co partnered with Genesys to introduce a contact center service powered by AI. This was to offer call center software to more than 10,000 companies globally. Therefore, the rise in investments by players is estimated to fuel the South Korean contact center software market.

COMPETITIVE OUTLOOK

The prominent companies in the contact center software market include Avaya Inc, Cisco Systems Inc, Five9 Inc, 8X8 Inc, SAP SE, and NEC.

TABLE OF CONTENTS

1. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET – SUMMARY
2. INDUSTRY OUTLOOK
2.1. IMPACT OF COVID-19 ON THE CONTACT CENTER SOFTWARE MARKET
2.2. KEY INSIGHTS
2.2.1. INCREASING NEED TO ENHANCE CUSTOMER EXPERIENCE
2.2.2. RAPID ADVANCEMENTS IN CUSTOMER RELATIONSHIP MANAGEMENT
2.3. PORTER’S FIVE FORCES ANALYSIS
2.3.1. THREAT OF NEW ENTRANTS
2.3.2. THREAT OF SUBSTITUTES
2.3.3. BARGAINING POWER OF BUYERS
2.3.4. BARGAINING POWER OF SUPPLIERS
2.3.5. THREAT OF COMPETITIVE RIVALRY
2.4. KEY BUYING IMPACT ANALYSIS
2.4.1. FLEXIBILITY
2.4.2. SCALABILITY
2.4.3. EASE OF USE
2.4.4. DEPLOYMENT TIME
2.5. MARKET ATTRACTIVENESS INDEX
2.6. VENDOR SCORECARD
2.7. INDUSTRY COMPONENTS
2.8. REGULATORY FRAMEWORK
2.9. KEY MARKET STRATEGIES
2.9.1. ACQUISITIONS
2.9.2. PRODUCT LAUNCHES
2.9.3. CONTRACTS & AGREEMENTS
2.9.4. INVESTMENTS & EXPANSIONS
2.10. MARKET DRIVERS
2.10.1 INCREASING DEMAND FOR ADVANCED CONTACT CENTER TECHNOLOGIES
2.10.2 RISING PENETRATION OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS
2.10.3 CONTINUOUS AND RAPID TRANSITIONS TO CLOUD-BASED CONTACT CENTERS
2.11. MARKET CHALLENGES
2.11.1. CONCERNS REGARDING DATA SECURITY AND PRIVACY
2.11.2. HIGH INVESTMENT COSTS
2.12. MARKET OPPORTUNITIES
2.12.1. SURGE IN NEED FOR PERSONALIZED SERVICES
2.12.2. EMERGENCE OF ADVANCED TECHNOLOGIES
3. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY SOFTWARE & SERVICE
3.1. SOFTWARE
3.2. SERVICES
4. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY DELIVERY MODE
4.1. ON-PREMISE
4.2. CLOUD
5. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY ORGANIZATION SIZE
5.1. SMALL & MEDIUM ORGANIZATION
5.2. LARGE ORGANIZATIONS
6. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY END-USER
6.1. BFSI
6.2. HEALTHCARE
6.3. RETAIL & E-COMMERCE
6.4. GOVERNMENT AND EDUCATION
6.5. IT AND TELECOM
6.6. TRAVEL & HOSPITALITY
7. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET – COUNTRY OUTLOOK
7.1. CHINA
7.2. JAPAN
7.3. INDIA
7.4. SOUTH KOREA
7.5. ASEAN COUNTRIES
7.6. AUSTRALIA & NEW ZEALAND
7.7. REST OF ASIA-PACIFIC
8. COMPETITIVE LANDSCAPE
8.1. CISCO SYSTEMS INC
8.2. FIVE9 INC
8.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC
8.4. AVAYA INC
8.5. 8X8 INC
8.6. AMAZON WEB SERVICES INC
8.7. ENGHOUSE INTERACTIVE INC
8.8. UNIFY INC
8.9. SAP SE
8.10. NEC
8.11. ASPECT SOFTWARE
8.12. ATOS
8.13. VONAGE
8.14. ZTE CORPORATION
8.15. NICE
8.16. LIFESIZE
8.17. TALKDESK
8.18. VOCALCOM
9. RESEARCH METHODOLOGY & SCOPE
9.1. RESEARCH SCOPE & DELIVERABLES
9.2. SOURCES OF DATA
9.3. RESEARCH METHODOLOGY

TABLE LIST

TABLE 1: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 2: VENDOR SCORECARD
TABLE 3: REGULATORY FRAMEWORK
TABLE 4: ACQUISITIONS
TABLE 5: LIST OF PRODUCT LAUNCHES
TABLE 6: LIST OF CONTRACTS & AGREEMENTS
TABLE 7: LIST OF INVESTMENTS & EXPANSIONS
TABLE 8: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 9: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 10: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 11: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 12: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

FIGURE LIST

FIGURE 1: KEY BUYING IMPACT ANALYSIS
FIGURE 2: MARKET ATTRACTIVENESS INDEX
FIGURE 3: INDUSTRY COMPONENTS
FIGURE 4: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)
FIGURE 5: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)
FIGURE 6: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)
FIGURE 7: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)
FIGURE 8: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)
FIGURE 9: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)
FIGURE 10: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)
FIGURE 11: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)
FIGURE 12: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)
FIGURE 13: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)
FIGURE 14: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)
FIGURE 15: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)
FIGURE 16: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)
FIGURE 17: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)
FIGURE 18: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)
FIGURE 19: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)
FIGURE 20: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 21: CHINA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 22: JAPAN CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 23: INDIA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 24: SOUTH KOREA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 25: ASEAN COUNTRIES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 26: AUSTRALIA & NEW ZEALAND CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 27: REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

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Companies Mentioned

1. CISCO SYSTEMS INC
2. FIVE9 INC
3. GENESYS TELECOMMUNICATIONS LABORATORIES INC
4. AVAYA INC
5. 8X8 INC
6. AMAZON WEB SERVICES INC
7. ENGHOUSE INTERACTIVE INC
8. UNIFY INC
9. SAP SE
10. NEC
11. ASPECT SOFTWARE
12. ATOS
13. VONAGE
14. ZTE CORPORATION
15. NICE
16. LIFESIZE
17. TALKDESK
18. VOCALCOM

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