Improved customer service, solution portfolios drive Asia-Pacific call center growth

Frost & Sullivan Digital Transformation Industry analyst Shuishan Lu said improved customer service (CX), upgrade of existing solution portfolios, and increased focus on the optimization of contact center operations are factors driving growth in the Asia-Pacific contact center application market. Lu advised vendors to harness the integration of web real-time communication, video, and artificial intelligence for better revenues. Lu added that vendors should tap greenfield opportunities while still catering to their large installed base of premise products. Avaya, Genesys, Verint Systems, NICE Systems, and Cisco strategically offer omnichannel CX to attract business across end-user segments.