Introduction

China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment.

Scope

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Growing IT investments among Chinese firms 2
Contact centers' increasing role in government and communications markets 4
Contact centers in government 4
Contact centers in the communications market 5
The growing importance of consolidating and standardizing systems in China 6
Basic contact center technologies are currently in use but upgrades are likely in 24 months 7
Increasing efficiency in the contact center will lead to an increase in investment in WOTs 9
ACTIONS 9
Why certain vendors will have more success in China 9
Emerging multinational Chinese companies seek foreign vendors and operators to deliver solutions 9
International operators are investing in Chinese telecom companies to grow market share 9
China promises long-term prosperity but watch out for short-term risks 9
APPENDIX 11
Methodology 11
Further reading 11
Ask the analyst 11
Datamonitor consulting 11
Disclaimer 11
List of Tables
Table 1: Agent positions and growth rates in China, 2006 - 2012 4
Table 2: Contact center technology spend in China, 2006 - 2012 8
List of Figures
Figure 1: IT budgets in China are set to increase 2
Figure 2: Customer satisfaction is a top priority objective 3
Figure 3: Agent positions and growth rates in China, 2006 - 2012 4
Figure 4: Simplifying systems is the top strategic priority for 2007 6
Figure 5: Contact center technology spend in China, 2006 - 2012 7
Figure 6: Basic contact centers followed by quality monitoring are the most used technologies in China 8