Asia-Pacific Call Center Platforms Market – Industry Trends and Forecast to 2030

Asia-Pacific Call Center Platforms Market, By Offering (Software and Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, and Others), Organization Size (Large Organization and Small and Medium Organization), Deployment Model (On-Premise, Hybrid and Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel and Hospitality, Transport and Logistics, Media and Entertainment, Education, Manufacturing, Energy and Utilities, and Others) – Industry Trends and Forecast to 2030.

Asia-Pacific Call Center Platforms Market Analysis and Size

Providing a great customer experience has become the need of the hour for every business to survive and thrive in this cut-throat competitive market. Call center platforms are used as tools by every small and medium scale and large scale enterprises to offer exceptional customer services and improve the customer retention rate. Businesses have realized that with call center platforms, they can improve their profits and goodwill in the global market.

Data Bridge Market Research analyses that the call center platforms market, valued at USD 6,896.81 million in 2022, will reach USD 24,217.83 million by 2030, growing at a CAGR of 17.00% during the forecast period of 2023 to 2030. In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.

Asia-Pacific Call Center Platforms Market Scope and Segmentation  

Market Definition

Call center platforms are the platforms, used by the business to connect with their customers/potential customers with an aim to streamline the processes for customers, address their grievances, and offer customer handling services. These platforms seek to offer the best CX through on-premises, hybrid or cloud-based services. Businesses are deploying core contact centre capabilities including digital agents, voice analytics, intelligent routing, skills-based routing, and insights.

Call Center Platforms Market Dynamics

Drivers

• Growing focus on maintaining customer relations will bolster the market growth

Business have always regarded the fact that customer is the king. With the rising globalisation, there is a surge in the number of local and foreign market players in the market. To survive in this competition, these players are extensively focussing on improving the customer retention rate and bolstering customer loyalty. The need to improve the customer experience has gained all the more importance now. Therefore, the global call centre platforms will grow during the forecast period.

• Increased use of cloud-based software solutions will drive the growth

It is anticipated that increased use of cloud-based call centres will increase demand for call centre platforms and accelerate the market's expansion. Through cloud-based technologies, agents can connect from any location and obtain real-time access to customer information. Furthermore, cloud-based call centre solutions eliminate the requirement for full-time employees to physically work at a location; this technology also enables agents to work remotely.   

Opportunities

• The use of omni channel solutions and technologies is a major driver

According to a recent survey, companies deploying omni channel solutions to interact with the customers are experiencing greater employee retention rates. The survey further indicated that average customer profit margin of companies offering omni channel services was 61% higher than the other companies. Further, the integration of advanced software solutions such as SaaS, IaaS, and PaaS with these omni channel solutions will act as a major growth determining opportunity.

Restraints/Challenges

• High costs will derail the market growth rate

High costs associated the deployment of omni channel solutions and high maintenance costs will derail the growth of the market. Low income of the small and medium scale industries makes it difficult for them to have an easy access on technologically advanced services. As a result, such industries rely on traditional customer handling technologies, thereby impacting the adoption rate, negatively.  

This call center platforms market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center platforms market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Recent Developments

• In 2021, A Microsoft-certified 8x8 Contact Center for Microsoft Teams was launched by DMV Veterinary Centers, a Canadian supplier of emergency and specialty pet hospitals and services, according to an announcement from 8X8, Inc.

Asia-Pacific Call Center Platforms Market Scope

The call center platforms market is segmented on the basis of offering, platform, organization size, deployment model and end-user industry. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Offering

• Software
• Service

Platform

• Outbound Dialer
• Inbound Voice
• Web Chat
• Omni channel Agent
• Social Media
• Email
• Messaging
• Others

 Organization Size

• Large Organization
• Small and Medium Organizations

Deployment Model

• On-Premise
• Hybrid
• Cloud

End-user Industry

• IT and Telecommunication
• Banking
• Financial Service and Insurance
• Retail
• Healthcare
• Government
• Travel and Hospitality
• Transport and Logistics
• Media and Entertainment
• Education
• Manufacturing
• Energy and Utilities
• Others

Call Center Platforms Market Regional Analysis/Insights

The call center platforms market is analyzed and market size insights and trends are provided by country, offering, platform, organization size, deployment model and end-user industry as referenced above.

The countries covered in the call center platforms market report are China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, and Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC).

China in Asia-Pacific dominates the call center platforms market and will continue to flourish its trend of dominance during the forecast period. The major factors attributable to the region’s dominance are the growth and expansion of the ICT industry here, increasing deployment of cloud-based solutions by the contact/call centers and growing focus of businesses on improving the customer experience.

The country section of the report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.

Competitive Landscape and Call Center Platforms Market Share Analysis

The call center platforms market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to call center platforms market.

Some of the major players operating in the call center platforms market are:

• Oracle (U.S.)
• IBM (U.S.)
• Microsoft (U.S.)
• VMware, Inc., (U.S.)
• Dell Inc., (U.S.)
• Google LLC  (U.S.)
• Cisco Systems, Inc. (U.S.)
• Red Hat, Inc. (U.S.)
• Getronics (Netherlands)
• Hewlett Packard Enterprise Development LP (U.S.)
• NEC Corporation (Japan)
• ATandT Intellectual Property (U.S.)
• Citrix Systems, Inc. (U.S.)
• NTT DATA Corporation (Japan)