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  • 22 April 2004 10:30

Frost & Sullivan: Contact Centre Technology Spending Bounces Back

Sydney, Australia – April 22, 2004 – Australian businesses are once again positively spending on contact centre technologies, according to a new study recently released by Frost & Sullivan.

“Despite the challenges, the industry actually grew for the first time in 2 years in 2003 and we expect double digit growth for 2004 and 2005” Says Foad Fadaghi senior analyst for Frost & Sullivan Australia.

“We see a pending upgrade cycle in the next 2-4 years for most large contact centres, the last big upgrade was typically in 1999/2000 for Y2K.” says Fadaghi.

The Australian interaction customer relationship management (ICRM) market was worth $87.1 million in 2003. This was a modest increase of $2.8 million or 3.3 percent over 2002 as companies continued to be tight with budget allocations.

However, this result signifies a turnaround in the market, which has suffered from revenue decline in the preceding two years. The Australian ICRM market is forecast to grow to $143.7 million in 2010 at a compound annual growth rate (CAGR) of 7.4 percent between 2003 and 2010.

The fastest growing areas indicated in the report are in Call Monitoring (CM), Outbound Systems (OB), Interactive Voice Response Systems (IVR) and Speech Technology (ST). Other areas expected to gain momentum include E-mail Management (EM) and Real-Time Web Collaboration (RTWC) – or web chat.

Another finding showed that Australian companies in the last two years have been consolidating their IT investments and typically this has meant more aggressively integrating enterprise application to achieve maximum utility from previous investments.

In 2003, many companies sought to get better integration between their stand-alone CRM applications (such as those offered by SAP and Siebel Systems, Inc.) and their contact centres.

As a reasonable mature market, growth is expected to come mainly through product innovation and the consequential spending on upgrades or add-ons. The pace of technological change has also hastened the replacement cycle with strong market growth expected to come in the years following 2003.

Many of these replacements are likely to be IP-based solutions, which came of age in 2003.

IP contact centres are gaining momentum in the Australian market and can be considered to have gone past the initial hype stage. In particular, the acceptance of Voice over IP (VoIP) across all levels of government has been a driving force, as has been the growth in outsourced and specialised contact centres that are typically smaller and often distributed in nature.

Although not seen as a panacea for larger rollouts, IP contact centres are performing strongly with smaller rollouts (typically under 200 seats) and have become commonplace.

Contact centres are increasingly using multiple channels to maintain relationships with their customers. Multimedia integration is now mainstream, with very few (if any) new contact centres looking for systems without the ability to handle e-mail and Web initiated service.

About Frost & Sullivan

Frost & Sullivan was founded in 1961 in New York City with a specific mission: To publish world-class market consulting information and intelligence on emerging high technology and industrial markets. Today, we have developed a reputation as one of the leading companies in growth consulting, high tech market studies and industry analysis. We have currently over 500 consultants and market analysts based in 18 offices around the world in North & South America, EMEA and the Asia Pacific.

Frost & Sullivan’s Technology division is the largest dedicated telecommunications and network convergence group in the Asia Pacific. The local teams consist of highly capable and experienced analysts and consultants, operating in a network of offices across the region including Singapore, Japan, China, India, Australia, Malaysia, and Korea.


Australia Foad Fadaghi Senior Analyst - Technology Direct: +61-2-8247-8910 Mobile: +61-414-992-466 E:

Asia Pacific (Singapore) Francis Huan Media Relations Direct: +65-6391-0961 E:

Audrey William (Malaysia) Asia Pacific ICRM Research Manager Direct: +603-6204 5836 E:

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