tailieunhanh - Contact Center Applications Market Trends in Vietnam

Contact Center Applications Market Trends in Vietnam introduction: Market Condition and Situation, Major Market Trends, Customers’ Challenges, Key Drivers for Growth, Top 3 Applications in Vietnam & Future Outlook, Suggestions for CC apps Vendors,. | Contact Center Applications Market Trends in Vietnam Dao Thi Minh “Thao” Information & Telecommunications Technology Practice Frost & Sullivan Asia-Pacific 5th April 2012 2 3 Major Market Trends Customers’ Challenges 1 Introduction – Market Condition and Situation 4 Key Drivers for Growth 6 7 5 Top 3 Applications in Vietnam & Future Outlook Key Takeaways/ Conclusion Suggestions for CC apps Vendors Agenda Vietnam’s Market Condition and Situation “Vietnam is one of the fastest-growing countries in the region, with annual GDP in recent years at . 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 $ million, growing at 19% over the previous year.” Vietnam’s Contact Center Market Trends 4 Customers' Challenges Price sensitivity: While . | Contact Center Applications Market Trends in Vietnam Dao Thi Minh “Thao” Information & Telecommunications Technology Practice Frost & Sullivan Asia-Pacific 5th April 2012 2 3 Major Market Trends Customers’ Challenges 1 Introduction – Market Condition and Situation 4 Key Drivers for Growth 6 7 5 Top 3 Applications in Vietnam & Future Outlook Key Takeaways/ Conclusion Suggestions for CC apps Vendors Agenda Vietnam’s Market Condition and Situation “Vietnam is one of the fastest-growing countries in the region, with annual GDP in recent years at . 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 $ million, growing at 19% over the previous year.” Vietnam’s Contact Center Market Trends 4 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. 5 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