Welcome!

News Feed Item

Frost & Sullivan: Moderate growth for Australia's contact centre applications market as momentum shifts towards hosted and cloud based solutions

-- As on-premise vendors struggle to drive growth, the emerging cloud based contact centre market will grow at a CAGR of 38.9%

SYDNEY, Feb. 4, 2014 /PRNewswire/ -- The Australian contact centre applications market grew 11.3% in 2012 from the previous year. Frost & Sullivan anticipates the on premise contact centre market to record moderate growth at a Compound Annual Growth Rate (CAGR) of 6.2% from 2012 to 2019. Performance optimisation, quality management and multimedia applications continue to be the main drivers of growth.

Large contact centres running complex solutions are more inclined towards on-premise solutions, but these tend to be resource and capital intensive to deploy and maintain. In addition, most on-premise deployments come with long contract terms, which organisations are becoming increasingly reluctant to commit to. Audrey William, Head of Research, ICT Practice, Frost & Sullivan ANZ says, "Organisations are increasingly evaluating alternative solutions offering similar capabilities with more flexible deployment and payment models; this is driving demand for hosted and hybrid solutions, where vendors such as Interactive Intelligence have been particularly successful."

While the market awareness of hosted contact centre solutions is high, the fully cloud based contact centre market is still at a nascent stage of growth. The cloud based contact centre market in Australia is expected to experience very high growth at a Compound Annual Growth Rate (CAGR) of 38.9% from 2012 to 2019 due to a small market base and growing demand from organisations adopting cloud based contact centre solutions.

Hosted contact centres are the preferred option for organisations moving away from the on-premise model. However, the cloud based contact centre market is in the early stages of growth as organisations remain concerned about reliability, security and availability issues of a fully cloud based contact centre model. A hosted contact centre solution with dedicated infrastructure mitigates most of these concerns, thereby serving as the preferred option for organisations.

"As momentum gathers towards third party hosted and delivered contact centre solutions, telcos with their network expertise, will be advantageously positioned to capitalise on this trend. Telcos will be well positioned to leverage their market reach to offer bundled solutions. Telstra and Optus have strong vendor partnerships to go with their carrier and local data centre capabilities. Additionally, global telcos such as BT are strengthening their market presence through vendor partnerships," adds William.

As the market matures, current challenges such as security and lack of vendor choice will be mitigated as the high growth rate will attract new entrants, increasing competition and improving market understanding of cloud based contact centre solutions. 

Future cloud contact centre market developments will focus on building local data centre capabilities to address security concerns. Vendors without local data centre capability will be severely challenged to secure customer wins and generate growth. Partnerships between major telcos and systems integrators, such as IPscape's with Telstra Global, to address the cloud based market, will be a strategic focus for cloud contact centre vendors.

Frost & Sullivan's research, Australian Contact Centre Market 2013 reports that while on-premise deployments are currently the preferred deployment model for Australian contact centre solutions, the market is moving towards a third party managed and delivered model. Interactive Intelligence and Nuance were the only vendors to record double digit revenue growth in 2012, indicating a shift in the contact centre applications market. Nuance holds the advantage of operating in a niche market segment of voice and speech based technologies, where it holds a dominant market share. On the other hand, Interactive Intelligence has achieved growth through its ability to offer a breadth of solutions over on-premise or hosted deployment models. Although growing from a small base, its growth is reflective of the demand for flexible deployment models.

Contact centre vendors, Verint Systems and NICE Systems, have leveraged their expertise in surveillance and data monitoring to offer analytics and optimisation solutions. The ability to convert data into actionable information combined with strong industry and channel partnerships gives these vendors a strong presence in the market.

Anand Balasubramanian, Industry Analyst, ICT Practice, Frost & Sullivan ANZ, says "The growing focus on analytics and big data has encouraged specialised vendors to enter the market. For example, [24]7 started with contact centre solutions and now focuses almost entirely on customer experience solutions and analytics, differentiating itself from other analytics focused vendors by using predictive analytics. With contact centres moving beyond IVRs and ACDs to include other applications such as optimisation and analytics, new vendors offering integrated or specialised stand-alone applications will emerge."

Contact centre vendors are also integrating social media engagement and analysis capabilities with core contact centre solutions. "Offering proactive support, monitoring and tracking of trends across social media sites such as Facebook, Twitter, LinkedIn and Instagram provides a single platform for information consolidation, enabling businesses to spot specific trends and extend customer support over social networking sites. Genesys is promoting its Social Engagement platform as an integrated application while Interactive Intelligence acquired Buzzient, which specialises in integrating business applications such as CRM with social media sites. Social media and customer experience focused vendors such as RightNow (Oracle) will benefit from the demand and offer solutions to integrate with a vendor's contact centre platform," added Balasubramanian.

In July 2013 Frost & Sullivan surveyed 227 IT decision makers in Australia to understand views toward contact centres and some of the findings include:

  • 60% of Australian organisations are using on-premise contact centre solutions. 17% of organisations are using hosted contact centres. Just over 10% of organisations have partly migrated to a fully cloud based contact centre solution, where the vendor offers the solution from its own or partner hosted data centres.
  • Over 60% of organisations are likely to evaluate or deploy cloud based solutions in the next two years.
  • The main requirements for contact centres over the next two years will be providing multi-channel support and implementing optimisation solutions.

Frost & Sullivan Australian Contact Centre Market Report 2013, forms a part of the Frost & Sullivan Enterprise Communications Research program. All research services included in this subscription provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants. The report also includes survey results and statistics of 227 IT decision makers in Australia to understand market behaviour and views towards Unified Communications and Contact Centre Solutions. Respondents were senior management level executives, IT managers and IT decision makers with control of or insight into the technology budget and strategy of their organisation.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion

Contact:

Donna Jeremiah
Corporate Communications – Asia Pacific
P: +61 (02) 8247 8927
F: +61 (02) 9252 8066
E: [email protected]

http://www.frost.com

 

 

 

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
We are always online. We access our data, our finances, work, and various services on the Internet. But we live in a congested world of information in which the roads were built two decades ago. The quest for better, faster Internet routing has been around for a decade, but nobody solved this problem. We’ve seen band aid approaches like CDNs that attack a niche's slice of static content part of the Internet, but that’s it. It does not address the dynamic services-based Internet of today. It doe...
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
SYS-CON Events announced today that Numerex Corp, a leading provider of managed enterprise solutions enabling the Internet of Things (IoT), will exhibit at the 19th International Cloud Expo | @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Numerex Corp. (NASDAQ:NMRX) is a leading provider of managed enterprise solutions enabling the Internet of Things (IoT). The Company's solutions produce new revenue streams or create operating...
Qosmos has announced new milestones in the detection of encrypted traffic and in protocol signature coverage. Qosmos latest software can accurately classify traffic encrypted with SSL/TLS (e.g., Google, Facebook, WhatsApp), P2P traffic (e.g., BitTorrent, MuTorrent, Vuze), and Skype, while preserving the privacy of communication content. These new classification techniques mean that traffic optimization, policy enforcement, and user experience are largely unaffected by encryption. In respect wit...
While DevOps promises a better and tighter integration among an organization’s development and operation teams and transforms an application life cycle into a continual deployment, Chef and Azure together provides a speedy, cost-effective and highly scalable vehicle for realizing the business values of this transformation. In his session at @DevOpsSummit at 19th Cloud Expo, Yung Chou, a Technology Evangelist at Microsoft, will present a unique opportunity to witness how Chef and Azure work tog...
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, will discuss the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports. The session will include a working demo and a technical d...
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simp...
Although it has gained significant traction in the consumer space, IoT is still in the early stages of adoption in enterprises environments. However, many companies are working on initiatives like Industry 4.0 that includes IoT as one of the key disruptive technologies expected to reshape businesses of tomorrow. The key challenges will be availability, robustness and reliability of networks that connect devices in a business environment. Software Defined Wide Area Network (SD-WAN) is expected to...
Between the mockups and specs produced by analysts, and resulting applications built by developers, there exists a gulf where projects fail, costs spiral, and applications disappoint. Methodologies like Agile attempt to address this with intensified communication, with partial success but many limitations. In his session at @DevOpsSummit at 19th Cloud Expo, Charles Kendrick, CTO at Isomorphic Software, will present a revolutionary model enabled by new technologies. Learn how business and deve...
DevOps at Cloud Expo – being held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Am...
Developing software for the Internet of Things (IoT) comes with its own set of challenges. Security, privacy, and unified standards are a few key issues. In addition, each IoT product is comprised of (at least) three separate application components: the software embedded in the device, the back-end service, and the mobile application for the end user’s controls. Each component is developed by a different team, using different technologies and practices, and deployed to a different stack/target –...
SYS-CON Events announced today that Hitrons Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Hitrons Solutions Inc. is distributor in the North American market for unique products and services of small and medium-size businesses, including cloud services and solutions, SEO marketing platforms, and mobile applications.
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
Enterprises have forever faced challenges surrounding the sharing of their intellectual property. Emerging cloud adoption has made it more compelling for enterprises to digitize their content, making them available over a wide variety of devices across the Internet. In his session at 19th Cloud Expo, Santosh Ahuja, Director of Architecture at Impiger Technologies, will introduce various mechanisms provided by cloud service providers today to manage and share digital content in a secure manner....
As the world moves toward more DevOps and Microservices, application deployment to the cloud ought to become a lot simpler. The Microservices architecture, which is the basis of many new age distributed systems such as OpenStack, NetFlix and so on, is at the heart of Cloud Foundry - a complete developer-oriented Platform as a Service (PaaS) that is IaaS agnostic and supports vCloud, OpenStack and AWS. Serverless computing is revolutionizing computing. In his session at 19th Cloud Expo, Raghav...