The size of the Australian contact center market rose 12 percent to more than A$260 million in 2014, according to a new report by Frost & Sullivan.
The IT analysis report said that the hosted contact center market will grow at a CAGR of 7 percent between 2014 and 2021, while cloud center solution will increase at a CARG of 35 percent between 2014 and 2021.
Telstra dominates the hosted contact centre market with over 65 percent market share in Australia with its intelligence’s communications as a service (CAAS) offering which has helped it grow its business by over 50 percent since 2013.
Companies like Optus, BT, NEC, Dimension Data, Amcom, Ethan Group and Global Speech Networks are also some of the competitors in the hosted contact center space.
This apart, to enhance user experience the contact center market in Australia is adopting new technologies including WebRTC, big data analysis and mobility.
The contact center market in Australia is also leveraging the IoT to offer a customized and enhanced breadth of solutions and services while reduce overall costs at the same time.
“Though concerns around security and privacy presently hamper mainstream adoption of cloud contact centre solutions in Australia, once these challenges are mitigated, the market will witness a strong uptake of cloud contact centre solutions,” said Sandeep Karuppuswamy, industry analyst, Australia & New Zealand ICT Practice, Frost & Sullivan.