Introduction
 
This brief describes the state of voice business in Australia and New Zealand, concentrating on the main vertical markets using speech technology, market sizing and strategic recommendations.
 

 
Scope
 
The total market size of voice technology in Australia and New Zealand.
 
How Australia / New Zealand sits proportionately to other APAC markets in terms of voice investment.
 
The key vertical markets that currently use voice automation in Australia / New Zealand and the industries with the best future potential.
 
Strategic recommendations outlining the best approaches for voice vendors to adopt when entering the Australia / New Zealand market.
 
Highlights
 
Comparatively, Australia / New Zealand is a costly region in which to employ contact center agents. In conjunction with economic growth in both markets, unemployment rates have fallen lower than those found in many other industrialized countries.
 

 
The total voice business investment in Australia / New Zealand will grow from just over $20m in 2003 to nearly $100m by 2008. It is noted that annual growth increases year-on-year until 2007, at which point revenues will crest, in conjunction with market maturity and a likely shift in the economic cycle.
 

 
Due to the mature nature of the Australian voice business market, vendors can realistically develop solutions specifically geared toward particular industries.
 

 
Reasons to Purchase
 
Learn about how voice automation has flourished in Australia / New Zealand.
 
Understand the key verticals in which to sell voice solutions.
 
Gain knowledge of the growing SME voice deployments in Australia / New Zealand.
 

TABLE OF CONTENTS
 
WHY ARE WE LOOKING AT THE AUSTRALIA / NEW ZEALAND VOICE MARKET? 7
 
Economic growth 7
 
Discerning consumer base 8
 
Limited offshore options 8
 
Self- service legacy 9
 
Speech technology acceptance 9
 
Labor costs 9
 
Small market 10
 
Localization concerns 11
 
False starts 11
 
Mature voice competition 12
 
AUSTRALIA / NEW ZEALAND VOICE BUSINESS MARKET CONTEXT 13
 
KEY VERTICAL MARKETS IN AUSTRALIA / NEW ZEALAND 15
 
Introduction 15
 
Gaming 15
 
Public sector 15
 
Financial services 16
 
Telcos 16
 
Small and medium enterprises 17
 
STRATEGIC RECOMMENDATIONS 18
 
Vertical specialization 18
 
Hosted solutions for the SME market and point solutions 18
 
Develop partner networks 18
 
Localization 19
 
APPENDIX 20
 
Future readings 20
 
SPP writing team 20
 
How to contact experts in your industry 21
 

 

 
LIST OF TABLES
 
Table 1: Voice business revenues: Australia / New Zealand, 2003 - 2008 13
 

 

 
LIST OF FIGURES
 
Figure 1: Real GDP performance in Australia and New Zealand, 2000 – 2004 8
 
Figure 2: Selected national unemployment levels, 2004 10
 
Figure 3: Regional population trends – EU, North America and Australia / New Zealand: 2004 11
 
Figure 4: Voice business revenues: Australia / New Zealand, 2003 - 2008 13
 
Figure 5: Voice business in APAC by national market share, 2003 - 2008 14