A new report predicts Asia Pacific network-based call centre services will generate revenues more than $US450 million by 2005, from a base of $US20 million today.
According to the report from Ovum entitled "Network-based Call Centre Services: Market Strategies", telecomms service providers will reap global revenues totalling $US4 billion from network-based call centre services by 2005.
Market drivers for network-based services include the rapid development of technologies such as Internet-based access and natural voice response systems.
Increased competition in the telecommunications market is also a key driver, the report says.
John Delaney, an analyst at Ovum, commented: "Market dynamics and changes in call centre demographics, coupled with rapid growth of e-mail and Web use, are creating a window of opportunity for service providers to introduce network-based call centre services.
"Network-based call centre services bring opportunities for the marketplace. However, failure to react to the rapidly changing call centre environment will result in a lag in competitiveness for users. Vendors that ignore this segment will also see reduced growth opportunities," Delaney said.