• March 7, 2021
RPA Part of APAC Contact Center Application Boom: Report

The market for contact center applications in the Asia-Pacific region will grow on the back of technologies including RPA to nearly $1 billion over the next five years, according to a new report. Contact centers have become an important area for growth in the RPA space, and the new research from Frost & Sullivan finds companies in APAC are preparing to invest heavily in technologies to make those operations more efficient.

The report finds that the mature contact center markets in the region including Australia, Hong Kong, Japan, New Zealand, Taiwan, Singapore and South Korea are aiming to invest heavily in cloud-based applications. And, while inbound contact routing applications will dominate the investments, the report cited RPA specifically and other automation tools as technologies that will see more investment as organizations deal with the disruptions caused by Covid-19 restrictions.

“Looking at adoption of contact center applications by vertical, the banking, financial services and insurance (BFSI) industry will be the leader in deploying contact center applications, followed by telecommunications.” said Arpan Bid, Information & Communication Technologies Research Analyst at Frost & Sullivan.

Bid added, “Similarly, government and education, e-commerce, and healthcare are poised to be the fastest-growing sectors during the Covid-19 pandemic. The retail industry will grow relatively faster after the pandemic.”