Go BackFrost & Sullivan host customer contact Asia Pacific summit
According to Frost & Sullivan, Asia Pacific is one of the fastest growth regions in the world for contact centers.
The consulting firm found that booming economies of India and China continue to see a surge in new contact center setups across different sectors. Together the high-growth markets, namely, India, China, the Philippines and Malaysia contributed over 35.9 percent of the total market seats in 2007 and this is expected to increase to 53.3 percent of the total market seats by 2013.
Frost & Sullivan's exclusive executive MindXchange summit, the 3rd Annual Customer Contact Asia Pacific Summit, currently underway, highlights on the people, processes and technology that deliver customer satisfaction and excellence in the contact center industry.
Shivanu Shukla, industry manager at Frost & Sullivan said, "The increasing importance on customer service placed by enterprises, together with the rising competition, impact of the internet, changing customer demographics and the rapidly changing customer communications landscape has made enterprises rethink their customer service strategies.
"This has caused a shift in priorities of contact centers from mere cost-effectiveness and revenue-optimisation to competitive differentiation."
According to Frost & Sullivan research, Asia Pacific region will continue to witness strong growth in coming years. In 2007, the number of contact center seats in Asia pacific were over 1.55 million seats and this is expected to reach about 3.06 million seats by 2016 with a compound annual growth rate (CAGR) of 12.4 percent.
The summit features prominent industry speakers from AIG Consumer group, Aspect Global Services, Avaya, Business Processing Association of Philippines, Consilium Software, Hong Kong Contact Centre Association, Multimedia Development (MDeC) of Malaysia, NICE Systems, Shangri-La Hotels & Resorts, PacNet, IBM Daksh, TeleTech, WinSource along with Frost & Sullivan senior industry analysts.
The summit is supported by MDeC, Avaya, Aspect, Nice, Consilium and Plantronics. Regional associations endorsing the summit are the Business Processing Association Philippines (BPAP), Hong Kong Call Center Association (HKCCA), and Indonesia Call Center Association, (ICCA). Business World is the newspaper partner while, Computerworld Philippines, Enterprise Innovation, PC Magazine, Enterprise and BPO Times are the official media partners for the summit.
Date - 01/07/2008
