The Rise & Rise of Asia’s Contact Center Industry: a Look at the Year That was and What’s to Come

Singapore , 2006-11-23

The contact center industry in Asia-Pacific is bustling with developments - from off-shoring and outsourcing, to the migration of contact centers towards IP, and a renewed focus on customer service in several developing economies in Asia.

The year 2006 saw increased hype on hosted contact centers and speech IVR (interactive voice response), with greater adoption of these technologies region-wide.

“Home to some of the fastest growing economies, organizations in Asia-Pac continue to face intense competition and mounting pressures to ‘own the customer’ and meet their needs,” says Audrey William, senior industry manager at global growth consulting company, Frost & Sullivan.

Correspondingly, a recent study by Frost & Sullivan reveals that the number one priority for contact centers in Asia today is to improve customer service and customer satisfaction levels.

Understand the technologies that are driving and integrating customer interactions into core business processes to ensure that customers are given the right experience. William, author of the study, will share her insights on the trends, developments and outlook of the Asia Pacific contact center applications industry at an analyst briefing on Thursday, November 30, 2006 at 11:00am (GMT +08:00, Singapore time).

Highlights of the briefing include the current market landscape and key highlights of the Asia Pacific contact center industry in 2006, top trends for 2007, and a sneak peek into the future of the industry - 2008 and beyond.

Those interested in participating in the web/tele-conference should send an email to Letticia Leopold at [email protected] with the following information: title of analyst briefing, your full name, media/company name, title, telephone number, e-mail address and country. Upon receipt of the above information, the registration, weblink, dial-in number and pass code details for the live briefing will be emailed to you.

Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit www.frost.com

Contact

Sarah Lourdes, Corporate Communications - Asia Pacific, Frost & Sullivan, + 603 6207 1030
[email protected]