The Challenges Posed by China's Rise in Contact Centers (Market Focus)

China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment.



Report Highlights
China's rapid economic growth has resulted in a growing consumer population that needs to be serviced and supported through contact centers. However, Chinese enterprises' customer services strategies are in their infancy. Chinese companies are becoming increasingly competitive. This has had an impact on their contact center services. As Chinese enterprises establish themselves overseas, the delivery of their customer service strategy has to be consistent.


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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Growing IT investments among Chinese firms 2
Contact centers' increasing role in government and communications markets 4
Contact centers in government 4
Contact centers in the communications market 5
The growing importance of consolidating and standardizing systems in China 6
Basic contact center technologies are currently in use but upgrades are likely in 24 months 7
Increasing efficiency in the contact center will lead to an increase in investment in WOTs 9
ACTIONS 9
Why certain vendors will have more success in China 9
Emerging multinational Chinese companies seek foreign vendors and operators to deliver solutions 9
International operators are investing in Chinese telecom companies to grow market share 9
China promises long-term prosperity but watch out for short-term risks 9
APPENDIX 11
Methodology 11
Further reading 11
Ask the analyst 11
Datamonitor consulting 11
Disclaimer 11

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Table 1: Agent positions and growth rates in China, 2006 - 2012 4
Table 2: Contact center technology spend in China, 2006 - 2012 8


Figure 1: IT budgets in China are set to increase 2
Figure 2: Customer satisfaction is a top priority objective 3
Figure 3: Agent positions and growth rates in China, 2006 - 2012 4
Figure 4: Simplifying systems is the top strategic priority for 2007 6
Figure 5: Contact center technology spend in China, 2006 - 2012 7
Figure 6: Basic contact centers followed by quality monitoring are the most used technologies in China 8


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