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Global vendor-Local partner ecosystem, expected to increase competition

rost & Sullivan is hosting the inaugural Customer Contact Summit in Jakarta today - Bringing fresh insights from the region and addressing specific issues of Indonesia’s customer contact market, Frost & Sullivan hosted the Customer Contact Indonesia at Mandarin Oriental hotel in Jakarta.

Jakarta, Indonesia, October 6, 2010 – Positioned as a growth segment the Contact Centre Applications market in Indonesia recorded revenue of US$9.2million in 2009 and is projected to hit US$28 million by 2016.

The Indonesian contact center applications market was largely sustained by the domestic demand in 2009. Frost & Sullivan notes that the demand in 2009 was largely fueled by the limited number of expansions or upgrade deals that the industry saw rather than from new deployments. This is believed to be an effect of hesitation to spend on new deployments during uncertain economic times.

On the other hand, global contact center vendors continued to make in-roads into the country by strengthening their partner network. This move is expected to reap some returns in the mid-term.

Bringing fresh insights from the region and addressing specific issues of Indonesia’s customer contact market, Frost & Sullivan hosted the Customer Contact Indonesia at Mandarin Oriental hotel in Jakarta.

In summing up the growth opportunities for outsourcers in the Indonesian market Shivanu Shukla, Associate Director at Frost & Sullivan commented that, “The Indonesian market is expected to grow. The rising demand from local consumers coupled with the contact centre operators’ increasing maturity will see this fast paced market rise to a more competitive level field amongst its regional counterparts.”

Another exciting area that was discussed at the conference was the topic of social media and how it can be leveraged to drive customer experience. Titled, ‘Social Customer Engagement Strategy – Leveraging on Social Networks to drive Customer Experience”’, the session detailed out ways in which social media can be used by enterprises, the process and its people. It also explained the changes that would be required for a social customer engagement strategy and the potential challenges faced in using such strategies.

Other topics of interest that were covered include Leveraging the Voice of the Customer; Social Customer Engagement Strategy: Leveraging on Social Networks to drive Customer Experience;, Driving Performance by building a Customer-Focused Organizational Culture; The Mobile Workforce: Enhancing Customer Care with Remote Agents; Increasing Quality, Service & Customer Satisfaction whilst reducing operating costs’ and many other thought-provoking current issues faced by the contact centre industry at present.

The full-day summit heard idea exchanges and case-studies from market leaders from PT Bank Central Asia, GN Netcom, Bakrie Telecom, Bank Danamon, Teleperformance, COPC Asia Pacific, Brandt International along with senior industry analysts from Frost & Sullivan.
Frost & Sullivan tracks the contact centre applications and enterprise market. The growth partnership company began the year presenting new insights and outlook into the thriving opportunities that the industry can tap within the Malaysian market. Progressing into the year, Frost & Sullivan took its insights and findings to Thailand and the Philippines to illustrate the unique preposition that each of these markets held. Completing the year long tour was today’s summit in Jakarta that opened its doors to some 100 delegates primarily from the local market.

To download presentations from the summit or for more details on the Customer Contact Indonesia Summit, email visit

Jabra, PeopleXS and Teleperformance were the partner sponsors, while ASC was the lanyard sponsor.

ZDNetAsia was the official online media partner. TelecomAsia and Wireless Asia were the official media partners, The Telecom Channel was the official TV partner and Management Systems Asia was the media partner.

BPO Services Association Unlimited (BSA/U), Hong Kong Call Centre Association (HKCCA) and the International Institute for Outsource Management (IIOM) were the supporting associations for this summit.

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our rowth Partnership, please visit

Neethiya Sadagopal
P: +65.6890.0966

Press Contact:
Neethiya Sadagopal

Contact Information

  • Name: Neethiya Sadagopal

    Company: Global vendor

    Telphone: +65.6890.0966 , +65.6890.0966

    Address: Neethiya Sadagopal