The FINANCIAL — The China Contact Center as a Service Forecast released shows that the contact center as a service market in China has entered a period of high-speed growth as acceptance of public cloud services increases. According to the results of a survey, conducted by IDC in February 2015, the percentage of users of contact center as a service jumped from 1.3% in August 2014 to 11.3% in February 2015.
According to Jason Shen, Senior Market Analyst, Telecommunication Research, IDC China, “the contact center as a service market size reached US$49.6 million in 2014. IDC forecasts that it will reach US$310 million in 2019. By then, the size of the contact center as a service market will surpass that of the on-premises contact center system market. Public cloud services will be the primary driver of China’s contact center market.” In addition, the study shows remarkable differences in acceptance and growth potential of on-demand contact center services in different industries. According to the study, market opportunities will be mainly from insurance, e-commerce and finance management industries in the short term, and from e-commerce, group buying and online tourism in the longer term. IDC also pinpoints a number of noteworthy emerging industries where there is a significant growth in acceptance of and demand for on-demand contact center services, such as Internet of Vehicles, telemedicine, and professional services.
According to Jason Shen, Senior Market Analyst, Telecommunication Research, IDC China. “As the on-premises contact center system market clearly slows down, the contact center as a service market will present a new opportunity. The ability to capture this opportunity will have a bearing on the growth potential of contact center solution vendors. 2015 and 2016 will be crucial because these two years will see the highest growth of the contact center as a service market. The competitive landscape will not be settled until after 2016. By then, newcomers in the market will face more intense competition. ” Mr. Shen adds, “IDC also identified remarkable differences in the adoption and needs of different industries for on-demand contact center services. Fast-growing industries such as group buying are attracted by the fast deployment, cross-region management, and low requirements on physical infrastructures offered by on-demand contact center services. Certain sectors whose growth face uncertainties such as the finance management industry, find great value in the low investment and on-demand provisioning of on-demand contact center services. These differences are worthy of note by contact center as a service providers.”
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