CaaS Featured Article

Cloud-Based Contact Center Solutions to Gain Momentum in Australia: Report

November 15, 2012

In Australia, cloud-based contact center solutions are expected to gain momentum in the next three to five years, according to a new Frost & Sullivan’s (News - Alert) report entitled “Australian Contact Centre Market 2012.”

Australia’s contact center market is expected to transform as cloud-based solutions and mobile devices change the way organizations provide customer service, the report notes.

The report predicts that the growth and revenue of traditional on-premises models will decline as most organizations facing a contract renewal or new deployment will be reluctant to commit to long contract terms in a rapidly changing technology landscape.

Anand Balasubramanian, industry analyst for Australia and New Zealand at ICT Practice, said Australia's contact centre market is moving from on-premise to third-party managed solutions.

“While organizations value the level of control offered by on-premises models, cost constraints and flexibility – in terms of scalability and pricing – requirements are causing organizations to evaluate alternative options at the time of a new deployment or upgrade,” he said, adding that organizations are becoming increasingly inclined towards deploying hosted and cloud-based solutions.

A combination of changing business models as well as the impact of enabling factors, including the NBN, is expected to make cloud-based deployments the preferred model for new contact center deployments in Australia.

The report also predicts the entry of several new players in the market as the demand is expected to grow over 2013-2014 timeframe. The rapid deployment of cloud-based solutions will present the “greatest threat” to the traditional premises-based model.

In recent times, customers increasingly prefer hosted and cloud based solutions. The report observes that traditional contact centre vendors will look to supplement their on-premises solutions with cloud-based versions.

According to Frost & Sullivan’s report, existing investments on contact center infrastructure – hardware and software – and perception among organizations are the biggest hurdles for adoption of cloud based alternatives.

Organizations, however, may comprehensively evaluate on-premises alternatives at the time of renewal or end-of-contract and based on the evaluation select a solution. The report also says the changing nature of technology and customer service will make organizations more skeptical to signing long-term contracts.

Recently, Frost & Sullivan noted that online search advertising remains the strongest performing main segment of the online advertising industry, growing 29 percent in 2012 and outperforming online general advertising – online banner, sponsorships, integrated site content, advertorials, EDM / e-newsletters – online directories and online classifieds advertising.

Looking to grow your channel opportunities? Then be sure to attend Channel Vision Expo (CVx), collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at Channel Vision Expo. Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related CaaS Articles

Synergy Research Group Highlights Key UCaaS Players

Synergy Research Group provides research analysis of a variety of IT markets. Its most recent report shows the state of the unified communications as a service (UCaaS) market and notes the key players which claim the highest market share and those that are growing the fastest. [ Read More ]
11/24/2014

Cisco Announces Launch of BE6000S Collaboration Platform

With its Business Edition 6000 platform, Cisco is targeting midsize firms that demonstrate a need for voice, video, and social collaboration tools implemented from a single location. [ Read More ]
11/19/2014

MASS Communications Enters Global Agreement with IMAX Corporation

The first IMAX film was shown at Expo 70' in Osaka, Japan, and as of September 30, 2014, there were 880 IMAX theaters in 60 countries around the world. Next to the U.S., China is the second largest market with 25 theaters, and to continue its growth, IMAX Corporation has entered in to an agreement with MASS Communications to expand telecommunication services in the country as well as consolidating its global services. [ Read More ]
11/19/2014

Time to Switch to New Technology: Five Signs

According to a recent survey, 81 percent of small businesses experienced revenue growth this past year, with an even greater number expecting an increase next year. Though this growth is encouraging, entrepreneurs are faced with the challenge of evaluating whether or not the technology they currently use can properly scale with this growth. [ Read More ]
11/18/2014

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!