DUBLIN--(BUSINESS WIRE)--The "Asia-Pacific Cloud Contact Center Services Market, 2022: Frost Radar Report" report has been added to ResearchAndMarkets.com's offering.
The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accelerated the digitalization of customer and supply-chain interactions and internal operations in Asia-Pacific (APAC).
The majority of contact centers operating in APAC today are running on legacy infrastructure and software that cannot keep up with customers' digital needs. As the APAC Contact Center-as-a-Service (CCaaS) market matures, many enterprise customers are exploring cloud technology as an attractive option to maintain on-premises systems.
Connecting the end-to-end customer and employee experience across multiple systems and geographies has created pressure on organizations to become agile, flexible, and scalable. Organizations want to engage with customers at every touch point of their journey through a digital-first approach; however, on-premises legacy contact center technologies limit the addition of new digital channels (e.g., social media, email, WhatsApp, WeChat) or integration of software applications (e.g., CRM, CMS, WFM systems, QM) and digital technology solutions (e.g., RPA, IVR, AI, ML, and analytics).
A cloud-based contact center is the optimal alternative to on-premises contact centers as it offers a compelling value proposition for organizations and is a vital enabler of a mature CX strategy. It is more important than ever that IT executives examine their legacy contact center systems and look at modernizing their operations toward transformative CX hubs.
Key Topics Covered:
1. Strategic Imperative and Growth Environment
- Strategic Imperative
- Growth Environment
- Market Definitions
2. Radar
- Asia-Pacific Cloud Contact Center Services
- Competitive Environment
3. Companies to Action
- 8x8
- Amazon Web Services (AWS)
- Ameyo
- Alvaria
- Avaya
- Bright Pattern
- Cisco
- Content Guru
- Enghouse Interactive
- Five9
- Genesys
- ipSCAPE
- NICE CXone
- RingCentral
- Talkdesk
- Twilio
- Vonage
4. Strategic Insights
5. Next Steps: Leveraging the Radar to Empower Key Stakeholders
For more information about this report visit https://www.researchandmarkets.com/r/mft8jc
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