Contact center analytics market set to boom in Asia Pacific

Contact center analytics market in the Asia Pacific that includes India is set to boom.

Frost & Sullivan forecasts that the Asia Pacific contact center analytics market will grow at a CAGR of 13.8 percent to reach $159.8 million by 2018 due to excellent growth drivers.

In fact, Asia Pacific contact centers are growing — primarily due to cost effectiveness.

Since contact centers are offering increased savings and a competitive edge to their customers, analytics will have enough potential to grow in the Asia Pacific region.

“Contact centers across the region will continue to invest in optimizing their operations, resulting in a strong demand for workforce management (WFM) solutions and performance analytics tools,” said Krishna Baidya, research manager for ICT, Frost & Sullivan Asia Pacific.

For instance, Avaya customers are able to achieve notably greater contact center performance gains annually while improving customer satisfaction and reducing costs. Contact centers using Avaya solutions are able to align their practices to ensure compliance, capture and utilize customer and operational data and improve contact center performance generally, according to a research study by Aberdeen Group.

Firms whose agents use Avaya Customer Experience Management (CEM) solutions are 63 percent more likely than industry average firms to do their jobs better owing to easy access to timely and relevant information through their desktop.

According to Gartner, enterprise software spending will grow 6.4 percent in 2013. Growth expectations for customer relationship management (CRM) have been raised to reflect expanded coverage into e-commerce, social and mobile. Expectations for digital content creation and operating systems have been reduced as software as a service (SaaS) and changing device demands impact traditional models and markets.

At present, contact centers markets currently support multiple customer interaction channels, including telephony, email, social media, and the Web, as they look to integrate these channels into a contact center with a holistic view of the customer and the interaction.

Demand for customer experience will drive the analytics market in the region. Several businesses are seeking to use excellence in customer service to differentiate their brand in the marketplace.

Frost & Sullivan says customer interaction analytics tools can offer enterprises the requisite insight to achieve such goals.

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