The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)

The developed countries in the Asia-Pacific (APAC) region have strong economies, a strong technological infrastructure and a growing need to service an ever increasingly sophisticated consumer base.
Report Highlights

Australia, Japan and South Korea are fierce, yet vibrant, markets to compete in. After several decades of rapid industrialization recent financial crises in each of these three countries revealed economic deficiencies that have largely been corrected. Datamonitor asserts that vendors in Korea should create mindshare with other technology vendors and service providers; by creating brand equity the products are seen as reliable and dependable in the Korean market.
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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Australia's saturated market has consulting and multi-channel opportunities 2
Agent positions in Australia set to grow by a CAGR of 3.1% 2
Demand for contact centers will come from the small to medium sized Australian companies 3
Communications and public sector in Australia are strong verticals to focus on 5
Developing and executing a robust go-to-market strategy in Australia will be a challenge 6
Opportunities exist in consulting and multi-channel applications 6
Consultancy is a good pre-sales tactic 6
Contact centers are no longer voice-centric 6
Vendors need to harness Japan's growth in particular contact center markets to reap rewards 7
The number of agent positions in Japan will grow more quickly than in Australia 7
Financial services may be the biggest market but manufacturing is the fastest growing opportunity 8
Existing alliances may prove to be an obstacle for international contact center vendors 10
Japan places a high price on quality 10
Korean investors display conservative buying behaviors despite innovative channel ideas 10
Korean enterprises are cautious about full scale deployments of high-end contact center solutions 12
The use of video is gaining a following in Korean contact center deployments 12
Vendors need to improve relationships by creating mindshare with Korean partners 12
ACTION POINTS 14
Australian business practices promote the use of home-agents 14
Vendors will find Japanese manufacturers hungry for contact center technologies 14
Japanese firms are loyal to historic alliances 14
Investing in Korea is challenging as its economy strengthens 14
APPENDIX 15
Methodology 15
Further reading 15
Ask the analyst 15
Datamonitor consulting 15
Disclaimer 15
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Table 1: Australia agent positions (APs) comparison with UK and USA 3
Table 2: Agent position sizeband breakdown for Australia, 2006 - 2012 4
Table 3: Agent position vertical breakdown for Australia, 2006 - 2012 5
Table 4: Agent position sizeband breakdown for Japan, 2006 - 2012 8
Table 5: Agent position vertical breakdown for Japan, 2006 - 2012 8
Table 6: Agent position breakdown for Korea, by vertical market, 2006 - 2012 11


Figure 1: Australia agent positions (APs) comparison with UK and USA 2
Figure 2: Agent positions and growth rates in Austrailia, 2006 - 2012 4
Figure 3: Agent positions and growth rates in Japan, 2006 - 2012 7
Figure 4: Agent positions and growth rates in Korea, 2006 - 2012 11
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