Contact Center Applications Market Trends in Vietnam
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Transcript of Contact Center Applications Market Trends in Vietnam
Contact Center Applications Market Trends in Vietnam
Dao Thi Minh “Thao”Information & Telecommunications
Technology PracticeFrost & Sullivan Asia-Pacific
5th April 2012
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Major Market Trends
Customers’ Challenges
11 Introduction – Market Condition and Situation
44 Key Drivers for Growth
66
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55 Top 3 Applications in Vietnam & Future Outlook
Key Takeaways/ Conclusion
Suggestions for CC apps Vendors
Agenda
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Vietnam’s Market Condition and Situation
“Vietnam is one of the fastest-growing countries in the region, with annual GDP in recent years at 7-8.5%.
Information and Communications Technology happens to be one of the strongest economic sectors that contributes to the significant development of Vietnam’s economy in few years back and towards the future.
In 2011, the contact center applications market in Vietnam was estimated to be worth $ 5.1 million, growing at 19% over the previous year.”
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Vietnam’s Contact Center Market Trends
Market TrendsTelemarketing
IP adoption
Outsourcing
Social Media integration
Initial discounting by global vendors
CC adoption by potential verticals
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Customers' Challenges
• Price sensitivity: While consumers want quality and understand that quality comes at a premium, most buying decisions are highly price-sensitive.
• IT Infrastructure: Though ICT industry in Vietnam is growing at the healthy rate with much improvement in IT infrastructure and bigger bandwidth. IT infrastructure is not at the very good level for IP adoption and unified communications solutions yet.
• Low awareness: Many enterprises still have not seen how important contact centers are for their businesses’ operations.
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Key drivers for growth
• Globalization: Vietnam opens the economy door for foreign investement. More international companies enter the domestic market and creates a fierce competition with local businesses. It leads to a focus on Customer Relationship Managerment and one of its tools – Contact Center.
• Certain verticals have requirement for Contact Centers to serve customers like Telco and BFSI especially with more branches are opened with an ever expanding customer base.
• Telemarketing: starts catching up with the global trends.• Social Networking is booming! Along with the explosion of Internet
and transparent information. Social networking gains popularity as ever and becomes one of the tools for contact center to serve customers better.
• Low cost of employment: Vietnam with a strong workforce and lower labour cost comparing to many other countries in the region and in the world.
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Top 3 Applications and Future Outlook
• Top three applications in the market are ACD (Automatic Call Distributor), CTI (Computer Telephony Integration) and IVR (Interactive Voice Response).
• ACD is the biggest contributor and still growing at a fast rate as majority of contact centers’ primary purpose is to support incoming voice calls.
• For the near future outlook, Outbound, Multimedia, Call Monitoring and WFM (Workforce Management) are taking trends to increase popularity.
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Suggestions for CC Apps Vendor
• Have better marketing, promotion campaigns.• Focus on other potential verticals such as Government, Travel
& Hospitality, Manufacturing, Education and Healthcare.• Have more competitive and flexible pricing schemes. • Embedding more value to products and solutions.
*Picture from Google
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Key Takeaways/ Conclusion
• Vendors keep recognizing Vietnam as a good prospect.• Contact Center Apps continue to grow in the country on the
back of an expanded presence.• Future of Outsourcing, Social Media and other Contact Center
Apps.
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For Additional Information
Donna JeremiahCorporate CommunicationsAsia Pacific+61 (0) 8247 8927 [email protected]
Carrie LowCorporate CommunicationsAsia Pacific+603 6204 [email protected]
Dao Thi Minh Research [email protected]
Jessie LohCorporate CommunicationsAsia Pacific+65 6890 [email protected]