Over the last few years due to pretty unstable economic conditions, many companies are increasingly looking for services and solutions that can reduce their business investments as well as improve their operations all over the globe. A predictive dialer that is free from complexity is just one offering that can drive efficiency while slashing costs, prompting more and more Asian companies to implement hosted contact center models.
According to recent findings from analyst firm Frost & Sullivan (News - Alert), the Asia Pacific hosted contact center services market has earned revenues of $181.9 million in 2011 and it is estimated this figure will grow to nearly $465.0 million by 2018.
"Premises-based vendors will have to clearly articulate their cloud migration strategies," said Frost & Sullivan Industry Manager Krishna Baidya, in a statement. "Companies lacking a clear roadmap for such new technology platforms are likely to have trouble adapting to the influx of low-cost, easy-to-operate applications offered by competitors."
Organizations are adopting hosted models to gain access to the more sophisticated applications such as a predictive dialer that will ultimately help them optimize their resources, improve flexibility and scalability that will drive expansion, and meet an array of disaster recovery needs.
"The service providers' initiative in promoting hosted solutions is pivotal to this market's growth in the short term," noted Baidya. "Going forward, a broader variety of contact center applications are likely to be offered for use on hosted platforms, enticing a wider spectrum of potential enterprise users."
The hosted model is popular among small and medium-sized business (SMBs) due to its cost benefits. By 2018, hosted contact centers are likely to account for almost 9.8 percent of the overall seats in the region.
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Edited by Jamie Epstein