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The Rise & Rise of Asia’s Contact Centre Industry: A look at the year that was and what’s to come

  • 22 November, 2006 15:37

<p>Frost &amp; Sullivan to host Analyst Briefing on the Outlook of the Asia Pacific Contact Center Applications Industry on Thursday, November 30, 2006; 14:00 hours (Sydney local time).</p>
<p>The contact centre industry in Asia-Pacific is bustling with developments - from off-shoring and outsourcing, to the migration of contact centres towards IP, and a renewed focus on customer service in several developing economies in Asia.</p>
<p>The year 2006 saw increased hype on hosted contact centres and speech IVR (interactive voice response), with greater adoption of these technologies region-wide.</p>
<p>“Home to some of the fastest growing economies, organisations in Asia-Pac continue to face intense competition and mounting pressures to ‘own the customer’ and meet their needs,” says Audrey William, senior industry manager at global growth consulting company, Frost &amp; Sullivan.</p>
<p>Correspondingly, a recent study by Frost &amp; Sullivan reveals that the number one priority for contact centres in Asia today is to improve customer service and customer satisfaction levels.</p>
<p>Understand the technologies that are driving and integrating customer interactions into core business processes to ensure that customers are given the right experience. William, author of the study, will share her insights on the trends, developments and outlook of the Asia Pacific contact centre applications industry at an analyst briefing on Thursday, November 30, 2006 at 2:00pm (Sydney local time).</p>
<p>Highlights of the briefing include the current market landscape and key highlights of the Asia Pacific contact centre industry in 2006, top trends for 2007, and a sneak peek into the future of the industry - 2008 and beyond.</p>
<p>Those interested in participating in the web/tele-conference should send an e-mail to Sharmin Jassal at with the following information: title of analyst briefing, your full name, media/company name, title, telephone number, e-mail address and country. Upon receipt of the above information, the registration, weblink, dial-in number and pass code details for the live briefing will be e-mailed to you.</p>
<p>Frost &amp; Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost &amp; Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit</p>

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