ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET FORECAST 2022-2030

The Asia-Pacific contact center software market is anticipated to surge with a CAGR of 18.39% during the forecast period, 2022-2030, and will reach $26718.30 million in revenue by 2030.

The wide-scale adoption of emerging technologies such as artificial intelligence, cloud, machine learning, predictive analysis, etc., enhances the contact center’s capabilities and boosts its demand in the region. Moreover, the rise in awareness about consumer rights has resulted in the growth of customer queries across various industries. Owing to this, customer service-oriented sectors, including healthcare, BFSI, consumer goods, retail, and others, invest in contact centers to improve the customer experience while ensuring service satisfaction.

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The Asia-Pacific contact center software market growth assessment includes the analysis of South Korea, China, Japan, India, Vietnam, Indonesia, Thailand, Australia & New Zealand, and Rest of Asia-Pacific. In China, growth in the demand for customer experience management, technological advancements, and product launches by leading market players, catering to the requirements of end-users, growth in the call center market, etc., are some of the major driving forces for the market growth of contact center software. In addition, market players are developing and launching new and advanced products for the Chinese market to extend their global presence in the next few years.

In Japan, the contact center software market is majorly driven by the increasing focus of market players on the development and launch of technologically advanced products & services and growth in the IT & telecom sector nationally and internationally. Moreover, major operation expansions in the presence of experienced staff members to ease customers’ transition to cloud software support the country’s demand for contact center software. Hence, the technological advancements and business expansions support the market growth in Japan.

The Asia-Pacific contact center software market segmentation analysis includes component, deployment, industry vertical, and enterprise size. Market by component covers software and services.

Software in the contact center is employed by organizations to communicate with customers and further optimize inbound and outbound operations. Contact center software enables smooth interactions through different channels, including voice, video, live web chats, mobile applications, chatbot conversations, and social media. The software also provides real-time call monitoring, analysis, and reporting via a centralized platform. It is commonly available in on-premises, hosted, cloud-based or virtual variants, and multi and unichannel call centers widely use it. Also, it is highly cost-effective and offers enhanced operational control and visibility to enterprises.

Further, integrating advanced technologies such as predictive analytics, robotic process automation, artificial intelligence, and contact center solutions promotes market growth. The intelligent IVR understands the user’s requirements via speech recognition and then notifies the operatives. Similarly, workforce optimization improves agents’ efficiency and performance by analyzing customer communication and insights.

Some of the key players operating in the Asia-Pacific contact center software market include NEC Corporation, ZTE Corporation, CISCO Systems Inc, etc.

NEC Corporation offers IT and network solutions that include cloud computing, artificial intelligence, IoT platforms, software, telecommunications equipment, communications services providers, government agencies, and business enterprises. Its specialty includes network systems, personal solutions, devices, IT service, big data, SDN, security, workstyle transformation, cloud, network services, virtualization, space solutions, common business solutions, and common base technology. NEC has a strong geographical presence across 52 countries worldwide. The company is a multinational IT and electronics company headquartered in Minato, Tokyo, Japan.

NEC’s UNIVERGE SV9100 communications platform is the contact center solution that seamlessly integrates a voice processing system with a communications system to deliver a complete communications ecosystem. Another product, SMB Contact Center Solution, reduces response time and effective customer service, motivates the agents with evaluation by reporting and recording features, and gains business opportunities by responding to all customer calls.

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