Hosted Contact Center Services: Breezy Growth Despite Harsh Economic Climate, Finds Frost & Sullivan

[Updated] Frost & Sullivan's new analysis shows growth of Hosted Contact Center Services Industry
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Dec. 1, 2010 - PRLog -- [Updated]

The prevailing economic conditions in Asia Pacific is fostering the growth of hosted contact center technologies market outperforming the on-premise market in 2009. The ability to provision seats without requiring large upfront capitals or compromising the operations is a key motivation for business adopting hosted solutions.

New analysis from Frost & Sullivan (, Asia Pacific Hosted Contact Center Services Market CY 2009, finds that in 2009, the market earned revenues up to USD 112.2 million and estimates that by 2016, this figure will reach USD 305.2 million.

“Flexibility and scalability offered by the hosted model allows an enterprise to easily scale operations up or down based on customer requirements and without a huge up-front investment,” says Frost & Sullivan Industry Manager Krishna Baidya.

Baidya further comments, “The ability to cut time to value and scale up or down rapidly to deal with varying customer demand is essential in an environment where infrastructure and operational budgets were being slashed across the board.”

There are growing interests from small and medium-sized businesses (SMBs) exploring the hosted model. Flexible pricing options allow smaller businesses to set up contact centers when the cost factor may have made an on-premise deployment prohibitive. Hosted contact center services enables access to sophisticated contact center technology that could otherwise be complicated and expensive to maintain in-house.

However, enterprises that have made considerable investments into on-premise technology and staff training will inevitably find themselves in a dilemma in adopting hosted services. Lack of end-user awareness concerning ownership and control, security, and reliability is limiting the widespread adoption of hosted contact center services. Advanced markets in the region have been more forthcoming in adopting and proving the business case. It is matter of time that the developing nations follow suit.

The service providers play a key role in bringing contact center vendors’ solutions to market by hosting these applications and offering them to customers on an on-demand or pay-per-use model. As such, the service providers’ initiative in promoting hosted solutions is very significant to this market’s growth in the short term.

“Newer business models for both small and large sized hosted contact center opportunities are expected to emerge,” notes Baidya. “While the pricing strategy is significant for small deals, the larger-enterprise deals require better understanding of customers’ business objectives as well as vendors’ proactive demonstration of the ROI at a time when most organizations are clamping down on technology spending.”

If you are interested in more information on this study, please send an e-mail to Nicklaus Au, Corporate Communications, at, with your full name, company name, title, telephone number, company e-mail address, company website, city, state and country.

Asia Pacific Hosted Contact Center Services Market CY 2009 is part of the Contact Centers Growth Partnership Services program, which also includes research in the following markets: Asia Pacific Contact Center Applications Market, Asia Pacific Contact Center Services Market.. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.


Donna Jeremiah
Corporate Communications – Asia Pacific
P: +603 6204 5832
F: +603 6201 7402

Nicklaus Au
Corporate Communications – Asia Pacific
P: +603 6204 5836
F: +603 6201 7402


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Page Updated Last on: Jan 05, 2011
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