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The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus) - The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)

Product Code: bftc1811

Publication Date: 31-Dec-2007

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Overview

Introduction

The developed countries in the Asia-Pacific (APAC) region have strong economies, a strong technological infrastructure and a growing need to service an ever increasingly sophisticated consumer base.

Scope

· Australia's saturated market has consulting and multi-channel opportunities

· Vendors need to harness Japan's growth in particular contact center markets to reap rewards

· Korean investors display conservative buying behaviours despite innovative channel ideas

Report Highlights

Australia, Japan and South Korea are fierce, yet vibrant, markets to compete in. After several decades of rapid industrialization recent financial crises in each of these three countries revealed economic deficiencies that have largely been corrected.

Datamonitor asserts that vendors in Korea should create mindshare with other technology vendors and service providers; by creating brand equity the products are seen as reliable and dependable in the Korean market.

Reasons to Purchase

· Identify and assess the existing and emerging opportunities in the developed APAC countries

· Identify and understand the key market drivers and inhibitors in the developed APAC countries

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DATAMONITOR VIEW	1
CATALYST	1
SUMMARY	1
ANALYSIS	2
Australia's saturated market has consulting and multi-channel opportunities	2
Agent positions in Australia set to grow by a CAGR of 3.1%	2
Demand for contact centers will come from the small to medium sized Australian companies	3
Communications and public sector in Australia are strong verticals to focus on	5
Developing and executing a robust go-to-market strategy in Australia will be a challenge	6
Opportunities exist in consulting and multi-channel applications	6
Consultancy is a good pre-sales tactic	6
Contact centers are no longer voice-centric	6
Vendors need to harness Japan's growth in particular contact center markets to reap rewards	7
The number of agent positions in Japan will grow more quickly than in Australia	7
Financial services may be the biggest market but manufacturing is the fastest growing opportunity	8
Existing alliances may prove to be an obstacle for international contact center vendors	10
Japan places a high price on quality	10
Korean investors display conservative buying behaviors despite innovative channel ideas	10
Korean enterprises are cautious about full scale deployments of high-end contact center solutions	12
The use of video is gaining a following in Korean contact center deployments	12
Vendors need to improve relationships by creating mindshare with Korean partners	12
ACTION POINTS	14
Australian business practices promote the use of home-agents	14
Vendors will find Japanese manufacturers hungry for contact center technologies	14
Japanese firms are loyal to historic alliances	14
Investing in Korea is challenging as its economy strengthens	14
APPENDIX	15
Methodology	15
Further reading	15
Ask the analyst	15
Datamonitor consulting	15
Disclaimer	15
List of Tables
Table 1: Australia agent positions (APs) comparison with UK and USA	3
Table 2: Agent position sizeband breakdown for Australia, 2006 - 2012	4
Table 3: Agent position vertical breakdown for Australia, 2006 - 2012	5
Table 4: Agent position sizeband breakdown for Japan, 2006 - 2012	8
Table 5: Agent position vertical breakdown for Japan, 2006 - 2012	8
Table 6: Agent position breakdown for Korea, by vertical market, 2006 - 2012	11
List of Figures
Figure 1: Australia agent positions (APs) comparison with UK and USA	2
Figure 2: Agent positions and growth rates in Austrailia, 2006 - 2012	4
Figure 3: Agent positions and growth rates in Japan, 2006 - 2012	7
Figure 4: Agent positions and growth rates in Korea, 2006 - 2012	11

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