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Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets Published on June 2012

Report Summary This research study examines market trends, drivers, and restraints for the Asia-Pacific contact center outsourcing market. This study provides market size, revenue forecasts, and breakdown by country, industry vertical, and domestic versus offshore markets. Market shares for the leading outsourcers are also provided. The study profiles about 40 leading outsourcers, including global, regional and country-specific companies. Country-level breakdowns are provided for Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, The Philippines, Singapore, South Korea, Taiwan, and Thailand. Executive Summary 'The study covers the Asia-Pacific contact center outsourcing industry from 2011 to 2017. 'Growth in the Asia-Pacific region remains relatively high at X percent in 2011, with a CAGR of X percent through 2017. 'Cost efficiency and the rise of domestic regional markets are the key drivers to industry growth. 'Revenue growth is robust in China, India, the Philippines and Malaysia, while growth is slower in Singapore, Hong Kong, Australia, and Taiwan. 'India, Japan, and the Philippines are the top three regional markets, based on revenue. 'The banking and telecommunication industries led the revenue growth, while technology, retail, and government also showed concrete growth. 'In 2011, the top X market participants in the study contributed Xpercent of revenues.

Table of Content TABLE OF CONTENTS Executive Summary 4 Market Overview 8 Asia-Pacific Contact Center Outsourcing Market External Challenges: Drivers and Restraints 14 Market Trends 28 Forecasts and Trends 36 Market Share Analysis 119 Outsourcer Profiles 137 The Last Word 184 Appendix 187

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Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets