Chinese contact centre market to overtake Australia by 2017

Thursday, 16 August, 2012


The Chinese contact centre market positioned itself in third place in the Asia Pacific region in terms of revenue in 2010 and will overtake Australia as the second largest market by 2017, according to Frost & Sullivan.

The Chinese contact centre market reported a total revenue of US$116.8 million in 2010 and will be worth US$255 million by 2017. System upgrading and expansion activities from existing customers will contribute most of the revenue in the next three years.

Lu Shui Shan, Research Associate, ICT Practice, Asia Pacific, Frost & Sullivan, said, “Another driver is the increasing awareness and adoption rate of advanced applications such as workforce management, speech technology and other multimedia applications.

“The increasing demand of other UC (unified communications) solutions will also drive the market in the long run. Furthermore, local vendors use relatively low pricing to attract a larger number of customers.”

Banking and finance, telecommunications and government make up the top three industries driving this growth in the Chinese contact centre market. Together, they took up more than 60% of the market in 2010.

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