Frost & Sullivan to Share Customer Contact Trends and Challenges at Six Cities

KUALA LUMPUR, Malaysia, April 14 /PRNewswire/ -- Frost & Sullivan says that the Asia Pacific Contact Center Outsourcing Market in 2008 was at US$13.7 billion. A majority of this revenue share came from India, the Philippines, Malaysia and China, which contributed to more than 54 percent of the total market revenue.

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Countries within the region can be segmented into three different categories – emerging, growth and mature markets. Emerging markets include countries such as Indonesia, Thailand and Vietnam, while countries that are categorized as growth markets include India, China, Malaysia and the Philippines. Australia, New Zealand, Japan, Korea, Hong Kong, Taiwan and Singapore on the other hand are considered mature players in the region.

To understand the variety of opportunities, needs and challenges across these differing markets, Frost & Sullivan will host a series of Customer Contact events in 2010 at the following cities:

• Kuala Lumpur, Malaysia – 12 May
• Sydney, Australia – 24 June
• Bangkok, Thailand – 28 July
• Hanoi, Vietnam – 26 August
• Manila, Philippines – 22-23 September
• Jakarta, Indonesia – 10 November

To know more about individual Frost & Sullivan Customer Contact summits, visit, http://www.frost-cc.com

Into its third year of running cross-country customer contact summits, Frost & Sullivan yet again presents new insights and thriving opportunities that the industry on the whole can tap on within this region. The first in this series, Customer Contact Malaysia will be held at the Sheraton Imperial Kuala Lumpur on May 12, 2010.

Themed Next Generation Customer Contact – Driving Customer Experience through New Strategies, Technologies & Processes, the summit is aimed at drawing influential key players primarily from the Malaysian contact centre industry along with regional practitioners with a keen eye on the outsourcing market within Malaysia.

Shivanu Shukla, associate director for ICT Practice at Frost & Sullivan believes that as economy begins to show signs of recovery, the Asia Pacific contact center market too will pave its way back to growth in 2010. Domestic demand from India, China, Indonesia and other emerging markets coupled with the offshore outsourcing market, demand is expected to drive the industry. Emergence of social media and adoption of new technologies is also expected to spur investment from the industry in 2010 and beyond.

Shivanu comments, "With established markets such as India and the Philippines, along with emerging destinations such as Thailand, Malaysia, China, and in the foreseeable future Vietnam, the Asia Pacific contact center outsourcing market is set to grow at a compound annual growth rate (CAGR) of 14.0 percent from 2008-2011."

He added that Malaysia is expected to see steady growth over the next 3-4 years. Demand for business process outsourcing (BPO) services is expected to grow strongly and cross $500 million by 2015. Malaysia's pan-Asian language skills as well as good infrastructure makes the country a strong destination for outsourcing work within the region as well as for the North American and  European markets.

To further understand the strengths and weaknesses of this market and to offer insights into the growth potential of Malaysia as an ideal off-shoring location for contact centres, the full-day summit will discuss numerous topics in the form of panel discussion and track sessions.  

Topics of discussion at this summit include keynote delivery by Andrew Hume, Chief Operating Officer from Salmat SalesForce titled "The Future of Customer Service - Home-Based Agents?", presentation on Leveraging Social Networks to drive Customer Experience, Cloud Computing & the Contact Center and panel discussion on the Emerging Customer Relationships in Social Media. Along with these stand-alone presentations, track sessions titled People Management, Customer-centricity,  Business Strategies and Innovation & Technology will also be open for delegate participation.

For a detailed program agenda and speakers list, please visit http://www.frost-ccmy.com/. To register for the conference, email your requests to [email protected].

Partner sponsors for Customer Contact Malaysia 2010 are Genesys, Interactive Intelligence, Jabra and SAP. ASC is the bag sponsor for this summit.

ZDNet Asia is the official online media partner, Malaysian Reservce is the official business newspaper, PRNewswire is the official newswire while Management Systems Asia is the media partner. The International Institute for Outsource Management (IIOM) and the Hong Kong Call Centre Association (HKCCA) are the supporting associations for the summit.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth. The company's TEAM Research, Growth Consulting and Growth Team Membership empower clients to create a growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. For more information about Frost & Sullivan's Growth Partnerships, visit http://www.frost.com

SOURCE Frost & Sullivan