Thailand Contact Center Applications Market

The bustling Contact Centers in Thailand is on the verge of transformation expected to grow at 7.4% to reach a Market Size of US$ 29.3 Million in 2025. The new and advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML) technologies such as Predictive Analytics has brought about a paradigm shift in the Contact Center Applications Market in Thailand and is set to augur well for the growth of the Market.

  • Definition / Scope
  • Market Overview
  • Market Risks
  • Market Drivers
  • Market Restraints
  • Industry Challenges
  • Technology Trends
  • Pricing Trends
  • Impact of COVID-19
  • Market Size and Forecast
  • Market Outlook
  • Technology Roadmap
  • Competitive Landscape
  • Competitive Factors
  • Key Market Players
  • Strategic Conclusion
  • Appendix

Definition / Scope

Contact Center application is a telephone system that allows companies and consumers to connect with one another. By delivering efficient communication through multiple platforms, such as speech, video, internet, chat, mobile apps, and social networking, contact center software enables companies to create and strengthen relationships with their customers and prospects. Organizations can improve their overall efficiency by optimizing inbound and outbound operations with contact Center tools. Furthermore, it provides organizations with a centralized network that allows them to track, analyze, and report on calls.

The list of these features that better describe the products and how they help meet business needs in the Contact Center Applications Market include

Call managementAgents can make both inbound and outbound calls. They can mute, unmute, and record calls as needed, as well as pass calls to another agent or forward calls to a different phone number.
Call routingAllows users with sufficient access to route calls to specific agents or groups of agents, ensuring that customers are linked to the appropriate individual.
Omnichannel routingAllows consumers to be connected with the best agent at any moment, regardless of the contact channel they are using (chat, email, phone, social media, etc.).
Automatic call distribution (ACD)Administrators may use this tool to assign calls to agents with unique skills and specialties.
Interactive voice response (IVR)Customers can use a keypad and voice inputs to communicate with a computer interface.
Predictive dialingTo save time, it automatically dials a set of phone numbers and filters out busy, no-answer, and disconnected numbers. Predicts when the right time is to make a call. Call routing is modified based on available agents, average handle time, and other variables.
ScriptingUsers can build scripts for both inbound and outbound calls, as well as edit the templates as appropriate.
Workforce managementAdministrators can keep track of agent schedules, time-off requests, workflows, and queues to ensure that no one is overworked.
Quality managementAllows managers to comment on and rate recordings for use in training and quality control. Provides real-time analysis of speech content and automates routine quality management tasks such as providing live input to agents, recognising stress levels, and automating repetitive quality management tasks.
ComplianceEnsures that outbound and inbound activities comply with state and federal do not call regulations.
Unified dashboardAllows managers to see agent activity, active calls, contact center performance, and more at a glance, without having to switch windows or scrolling.
Text-to-speechConverts text data into speech to allow agents to continue delivering information to customers as they work on their problems.
Speech recognitionCustomers may use interactive voice response to access self-service applications (IVR). Speech recognition of the current call pulls customer data and past contacts more easily, and helps in analysis of customers’ calls (for example, in the case of repeat calls) to pinpoint the root cause of a problem.
Speech analytics integrationIt can be used to help agents better understand customers and for coaching. The sound of a customer’s voice can be used to detect tension, satisfaction, and other emotions, as well as cross-selling and upselling opportunities.
Conference callingAllows agents and additional services to be added to a call in order to better support customers.
IntegrationIntegrates with other types of business software, including customer service, CRM, marketing, file sharing, and productivity tools, for seamless data transfer and quicker access.
Contact managementContact information and customer interaction histories are stored so that agents can access them quickly during customer encounters.

Market Overview

Rapid technological advancements in the field of customer relationship management, as well as the introduction of machine learning and artificial intelligence into business processes are anticipated to boost the market growth. Businesses are now focused on incorporating stack technology into their processes because it allows agents to respond to customer problems and questions consistently through all contact channels. As a result, organizations can boost customer satisfaction and operating productivity.

Over the forecast period, the introduction of the omnichannel customer experience in contact center software is expected to accelerate growth. Customers may reach out for support from any channel with an omnichannel contact center. Furthermore, it enables agents to seamlessly switch between networks so that they can provide the best possible service to their customers.

Businesses across Thailand are vastly adopting work-from-home policies to deal with the crisis and respect social distancing norms. This has had a major impact on contact center services in a variety of industries. In addition, due to pandemic crises and underlying uncertainties, businesses are seeing unexpected behavioral shifts among their consumer base. Customers expect prompt answers to their inquiries. Since the majority of workers operate from home, many companies have transferred their customer service to the cloud.

However, the demand for contact Center applications is being threatened by the inability to achieve low first call resolution (FCR) and higher average speed of response (ASA).

Market Risks

The Major Risks posing as threat to the growth of the Contact Center Applications Market in Thailand include

Commoditization of the services

The Contact Center Applications market is essentially commoditized, where most of the vendors offer products with similar features. The offering of undifferentiable products at varying price points is affecting the decision-making. The commoditization of the Contact Center Applications market creates significant pressure on margins which reflects in the form of compressed margins.  Commoditization is the single, biggest threat against growth and profitability of the Contact Center Applications market. 

Fragmentation of the Market

The Contact Center Applications market is fragmented in the emerging markets. There exists a large number of local players in the market and they offer products to the local markets at a much lower price when compared to the organized international players. The factors leading to the fragmentation of the Contact Center Applications market are low level of innovation in products, no economies of scale and strong competition in the market. A fragmented market will offer businesses with lower margins and expensive logistics. They also have no advantage of scale when dealing with suppliers or buyers.

Top Market Opportunities

The top opportunities for new-entrants in the Contact Center Applications Market in Thailand are

Advancements in technologies

The use of the internet and mobile devices has increased in recent years. As a result, the number of consumers who use social media has risen dramatically. The scope of social media is greater than that of any other medium. As a result, customers prefer to express their opinions and concerns about the services they receive through social media over other channels such as email or voice. Enterprises’ quick responses to consumer complaints on social media have a positive effect on brand awareness and customer experience. Businesses have discovered that social media is an important tool for customer service and have begun to incorporate it into their daily operations.

Artificial intelligence and analytics adoption in the contact center industry has opened up new ways for vendors to have a more streamlined customer experience. Enterprises can gain access to knowledge and perspectives that can help them make better business decisions by properly using these technologies. Bots and automated messaging are being developed with artificial intelligence, which has improved the operational efficiency of contact centers. Analytics provides businesses with both consumer and employee feedback, which they can use to solve problems such as customer service or employee efficiency. Contact centers have recognized the value and potential of incorporating these innovations into their processes and have begun to do so.

Opportunities in Social Media

The use of the internet and mobile devices has increased in recent years. As a result, the number of consumers who use social media has risen dramatically. The scope of social media is greater than that of any other medium. As a result, customers prefer to express their opinions and concerns about the services they receive through social media over other channels such as email or voice. Enterprises’ quick responses to consumer complaints on social media have a positive effect on brand awareness and customer experience. Businesses have discovered that social media is an important tool for customer service and have begun to incorporate it into their daily operations.

Market Drivers

The Key factors driving the growth of the Contact Center Applications Market in Thailand are

Increasing Demand for Cloud-based Contact Center

Cloud technology advances are accelerating its adoption across industries. Companies are increasingly turning to cloud-based software due to increased competition and growing costs of on-premise solutions. Traditional contact centers in an enterprise lack the versatility and scalability that cloud-based software provides. It provides immediate assistance to the agent, allowing them to provide better service to the customer. The agents may use the cloud-based information to assist the customer within the prescribed time period. This decreases customer waiting time while also increasing customer loyalty to the brand.

According to the Asia Cloud Computing Association (ACCA), Thailand advanced one spot to ninth place in the Cloud Readiness Index (CRI) due to improvements in international connectivity, data Center risk, and privacy parameters. Thailand’s rise is being attributed to the country’s efforts to improve international connectivity, data center security, and privacy protection reinstating the potential of Cloud solutions in Thailand.

Omnichannel Services increasing Customer Satisfaction and Engagement

Customers can connect with the business through a number of platforms, including emails, social media, SMS, phone calls, video, live chats, and more. It provides personalized customer communication, which increases customer satisfaction. The contact center solution decreases customer care costs while increasing the amount of complaints received. The involvement of service providers across all available channels’ aids in the development of client trust. It also gives the agents working with the consumer real-time insights into their clients through all platforms. This assists the agent in building deeper client relationships and enhancing the customer experience. The adoption of Omni-Channel in the Contact Center Applications Market in Thailand is driving the growth of the segment.

Automation of Routine Customer Interactions

With the growing need for an Omni-channel customer service presence as there is a paradigm shift into the digital era, businesses are starting to use chatbots as their agents of choice on the front end of their customer service response system. Chatbots use cognitive technology to interpret customers’ voice and text responses and respond with reliable, automated responses to quickly address routine customer service issues. Only then is the customer guided to a live agent if the chatbot is unable to take care of the conversation and resolve the issue. Another gain is that human agents can now concentrate on more challenging cases and value-based activities.

In short, by minimizing response times to a bare minimum and having a round-the-clock presence, virtual assistants not only increase the productivity of call center operations in a number of ways, but they also improve the overall customer experience significantly. Furthermore, the data generated by chatbots can provide valuable insights into a particular customer’s interests, making them a useful tool for delivering increasingly personalized customer experiences. Chatbots have the ability to be a game changer for companies, allowing for a more productive call center activity with increased customer and employee satisfaction.

Market Restraints

The Primary Factors hindering the growth of the Contact Center Applications Market in Thailand are

Complexity in integration with legacy systems

To keep up with the rapid speed of technological developments, contact centers have undergone a lot of modernization in recent years. In contact centers, however, there are many legacy systems in use, and it is important to incorporate contact center software solutions with these legacy systems. The legacy systems may have significant shortcomings, such as a lack of well-defined interfaces and documentation. Since legacy systems also lack well-defined interfaces, the risk of errors due to incorrect or insufficient data increases dramatically with such integrations. Furthermore, third-party applications could not always be compliant with conventional systems, resulting in errors. End-users are hesitant to switch their computers.

To prevent data loss, end-users are reluctant to migrate their conventional legacy systems to new age solutions. As a result, they tend to stick with their legacy systems rather than implementing modern technology technologies in order to escape system instability and the high cost of migrating their old systems to new technology. This has been a stumbling block to the widespread use of contact center apps.

Table: Major Restraints of Contact Center Applications Market according to Industry Experts in Thailand

IT Issues59.1%N/AN/AN/A
Need New Technologies53.8%46.9%42.0%39.9%
Conflicting Business Priories47.9%40.7%39.7%31.3%
Not enough Staff40.9%38.0%31.5%27.9%
Lack of time38.8%N/AN/AN/A
Not being aligned with other departments35.3%29.9%27.8%24.5%
Technology not aligned30.6%36.4%35.9%35.4%
Management buy-in29.7%36.1%35.9%28.1%

High Upfront and Maintenance Cost

Companies are faced with problems as the cost of contact center solutions increases. The on-premises contact center necessitates in-house hardware that must be maintained and serviced on a regular basis. The need for service maintenance and dedicated personnel results in significant company costs. Similarly, in cloud-based computing, prolonged downtime can be extremely costly to the business. Because of the number of cloud attacks, businesses that enable cloud systems must have dedicated cybersecurity solutions. During the forecast period, this is likely to stifle market growth.

Industry Challenges

The major challenges faced by the Players in the Contact Center Applications Market in Thailand are

High Attrition Rate

Employees must be professionally qualified in order to make the most of contact center applications. Customers communicate with contact center employees, who handle their problems and questions. Employees that aren’t properly qualified may reduce operational productivity and have a negative effect on the customer experience. Employee burnout is a problem in contact centers, which leads to a high attrition rate. New employee training is time and money consuming for contact centers.

IndustryTop Challenges
Financial ServicesDesktop Tools
Consumer ProductsAttrition
BPO / OutsourcingAttrition
InsuranceAttrition Budget for technology                                                          
GovernmentAttrition Self-Service
Software / B2B SoftwareTraining
Education / Non-profitAbsence / Adherence Frontline Staff
Professional ServicesCore Technology Desktop tools Self-Service

Lack of Customer engagement

Savvy financial services customers expect experiences that are customized to their specific needs and preferences, regardless of how they communicate with the brand. Financial services contact centers use smartphone applications and online chat features rather than other sectors. In addition, some banks have recently expressed an interest in video agents, especially for high-net-worth customers. It’s important to keep consumers satisfied with a high-quality service in the channel they choose at a time when it’s increasingly easy for them to turn to the competition.

Technology Trends

The emergence of Disruptive technologies has significantly influenced the growth of the Contact Center Applications Market in Thailand, some of the key technologies shaping the emergence of Contact Center Applications Market in Thailand are

Big data

Big data is a product of our digitized world, not just a pattern. Massive quantities of data are obtained daily in contact centers from various contact networks. This includes call and screen recordings, as well as chats, SMS messages, and other means of communication. It is virtually impossible to measure this amount manually; however, the knowledge is much too important to be overlooked. After all, it’s straight from the client, and it can be used to upsell or boost the customer’s experience. As a result, Big Data serves as the basis for many analytics trends. By means of sophisticated analyses, this data offers useful insight into customer behavior through sophisticated assessments, and thus leads to enhancing the customer experience, growing productivity, and exposing new business opportunities and business risks.

Pricing Trends

The Primary Factors that determine the pricing in the Contact Center Applications Market include Number of Support Agents, Level of Experience and Expertise, Types of Tools and Hours of Operation.

The various pricing structures available for customers in Thailand Contact center Market include:

Pricing StructureDescriptionExamples
FreeOpen source software: Vendors provide the source code, which allows developers to use, modify, and customize a platform. Freemium: Vendors offer the software for free, often with limited features with the option to purchase upgrades and add-ons.Fenero (Freemium)
By number of usersThe price of the software is per user (usually per month), so as the number of users increases, the price goes up. This allows flexibility to add users as your business grows, without paying for more user seats than you need.Aircall and PureCloud
SubscriptionSome vendors allow you to subscribe for a contract period, and the software is available to a set number of users. Subscriptions can be monthly, biannual, or annual. This type of pricing structure is good for large companies and/or those that are growing quickly.MightyCall
Custom plansSome vendors don’t have their pricing listed, but offer price quotes on request. They will often customize the software with the specific features you need. This structure is more suitable for larger teams and enterprises.Five9 and NICE inConta

Impact of COVID-19 on Contact Center Applications Market in Thailand

The COVID-19 outbreak is expected to have a positive effect on the contact center applications industry. Although contact center executives are focused on making fast decisions in order to help their customers effectively during the crisis, they are also striving to boost customer support and operations in the long run. However, the demand for contact center applications is expected to be hampered by low First Call Resolution (FCR) and the inability to achieve a higher Average Speed of Response (ASA). Additionally, companies must actively design business processes in order to comply with data laws and regulations.

Market Size and Forecast

The Thailand Contact Center Applications Market generated revenues of US$ 20.71 Million in 2020 and is poised to grow at a CAGR of 7% to reach a market size of US$ 29.3 Million in 2025.

The Drive to improve the Customer Experience to gain customer satisfaction and the increasing competition among both the local and international players implementing technologies such as Omnichannel Medium for Communication to meet customer needs, Automation and Cloud-based Contact Center is fueling the growth of the Market in Thailand.

Market Size based on Solution

Based on Solution, the Contact Center Applications Market is segmented into Inbound Contact Routing (ICR) Systems, Interactive Voice Response (IVR) Systems, Outbound Dialer (OBD) Systems, Quality Monitoring (QM) Systems, Workforce Management (WFM) Systems and Contact Center Analytics Systems.

The Interactive Voice Response (IVR) Application segment is expected to dominate in terms of Market Share constituting about 34% of the total market in terms of value, and the segment generated revenues to the tune of US$ 7 Million in 2020 and is expected to witness growth rate of 6.9% to reach a Market Size of US$ 9.77 Million in 2025.

Contact Center Analytics Systems is the fastest growing segment growing at a CAGR of 8.2% and accounting for 16% of the market share and US$ 3.72 Million in 2020 and it is projected to reach a Market Size of US$ 5.52 Million in 2025

Workforce Management (WFM) Systems holds 12% of the market share and totals around US$ 2.48 Million in Market Size and this segment is anticipated to reach a Market Size of US$ 3.63 Million by 2025.

Outbound Dialer (OBD) Systems segment constitutes 20% of the market share and US$ 4.14 Million in market size in 2020 and is projected to grow at a CAGR of 7.1% to reach US$ 5.83 Million in 2025.

Quality Monitoring (QM) Systems accounts for 8% of the market share and US$ 1.66 Million in 2020 and is poised to reach a market size of US$ 2.35 Million in 2025 growing at 7.2% in the forecast period (2019 – 2025).

Inbound Contact Routing (ICR) Systems constitutes 11% of the market share and recorded revenues of US$ 2.28 Million in 2020 and is poised to grow at 7% to attain market size of US$ 2.69 Million in 2025.

Market Size based on Deployment

The on-premise segment dominated the market for contact center applications and accounted for more than 60% share of the total revenue in 2020 and is valued at US$ 12.42 Million in 2020 and is poised to grow at 6.9% to reach a Market Size of US$ 17.34 Million in 2025.

The Cloud hosted segment is projected to register the highest growth over the forecast period (2020 – 2025) to reach a Market Size of US$ 9.91 Million by 2025 from a valuation of US$ 8.3 Million in 2020 growing at a CAGR of 3.6% from 2020 to 2025.

Market Size based on Service

The integration and deployment segment led the market for contact center applications and accounted for more than a 42% share of the total revenue in 2020 which is expected to garner revenues to the tune of US$ 8.7 Million in 2020 and is poised to grow at a CAGR of 7.1% to reach a Market Size of US$ 12.26 Million in 2025.

Support & Maintenance segment constitutes 24% of the market share and US$ 4.97 Million in market size in 2020 and is expected to grow at a CAGR of 7.4% to reach US$ 7.1 Million in 2025.

Training & Consulting segment accounts for 16% of the market share and US$ 3.31 Million in 2020 and is projected to reach a market size of US$ 3.8 Million in 2025 growing at 6.8% in the forecast period (2020 – 2025).

Managed Services segment is the fastest growing segment growing at a CAGR of 8.2% and the segment is valued at US$ 3.73 Million in 2020 and is projected to reach a Market Size of US$ 5.53 Million in 2025.

Market Outlook

The Outlook for the Contact Center Applications Market in Thailand is optimistic as the growth of the industry is fueled by the exponential increase in the social media usage by customers, the adoption of Advanced Technologies such as Artificial Intelligence and Predictive Analytics, the recent outbreak of COVID-19 in Thailand has also increased the need for Contact Center Applications for quicker Customer Service and Fast Query Resolution,

Artificial intelligence, cloud computing, predictive analytics, and machine learning 13 are expected to enhance contact center capabilities. The rising understanding of consumer rights has resulted in a rise in customer inquiries across industries. Consumer products and retail, BFSI, healthcare, and other customer service-oriented sectors are increasingly investing in contact canters to boost the customer experience and ensure service satisfaction. Customers can now contact businesses via all available channels, including phone calls, video chats, emails, and social media, thanks to technological advances. As a result, the contact center. have enabled the customers to approach the companies through all the available platforms.

Omni-channel solutions are provided by the contact center solution to meet consumers through multiple channels. DXC Technology, for example, used Amazon Connect, a cloud-based contact center tool, to provide a consistent and intelligent customer experience. As a result, the demand for contact center applications is likely to be influenced by the growing rivalry to maintain loyal customers through seamless services.

Technology Roadmap

The Thailand contact centre applications market will be driven by the end of lifecycles for existing vendor platforms, the refreshing of core segment applications, the addition of new networks, and the provision of richer integrations, all of which will offer lucrative growth opportunities for market participants, including:

Introducing New and Emerging technologies such as predictive analytics and machine learning. to enhance capabilities, add value, and remain competitive.

To help digital transformation initiatives, contact centres can incorporate systems and applications from outside the contact centre.

As businesses increasingly source end-to-end analytics solutions for their business needs, vendors are offering rich and easy-to-use contact centre analytics capabilities.

As contact centres are forced to rapidly invest in advanced technologies to handle the fallout from the COVID-19 pandemic, they are providing work-from-home (WFH) solutions, AI-enabled bots, Robotic Process Automation (RPA), and automation tools.

Competitive Landscape

The contact centre software industry is extremely fragmented. Partnerships, product innovation, strategic joint ventures, research and development projects, mergers and acquisitions, and regional expansion are among the tactics used by prominent players to secure their position in the industry. Players are concentrating on providing both on-premise and cloud-based solutions to large and small businesses. These tools are intended to help businesses manage a large volume of consumer inquiries more effectively.

Competitive Factors

The major contact center application vendors (Alcatel-Lucent, Altigen, Altitude, Aspect Software, Avaya, Bridgetec, Callray, Cisco Systems, Convergys, eGain, Enghouse Interactive, Ericsson, Fujitsu, Genesys, Grandsys, Hanmec, Huawei, Infobird, Infotalk, Interact, Interactive Intelligence, Inticube, MPC, NEC, Neocas, Nexus, NICE Systems, Nuance Communications, Oki Electric, P&W Solutions, Samsung (Seoul Commtech) Unify, Spectra, Todentsu, Verint Systems, Voiceware, West Interactive, Zinglabs, ZTE.

These vendors have a broad customer base and a wide geographic presence, as well as well-organized distribution networks, which aids in sales growth.

Key Market Players

Some of the key players in the Contact Center Applications Market in Thailand include

Aspect Software, Inc. provides software for unified communications and contact centres. Protocol-based voice over, automated call delivery, predictive dialling, voice portal, internet communication, workflow management, and multi-channel recording are among the services provided by the company. Customers from all over the world use Aspect Software.

AltiGen Communications, Inc. (AltiGen) is a cloud-based provider of IP-PBX and Contact Center solutions. Voice over Internet Protocol (VoIP) phone systems and call centre solutions are designed, delivered, and supported by the company. Its Unified Communications solutions are built on an open framework. Hosted Enterprise Cloud Communications Systems and Premise-Based Business Communications Applications are two of the company’s solutions groups. Hosted Skype for Business, MaxACD Cloud Contact Center, MaxUC Cloud, and Session Initiation Protocol (SIP) Trunking Service are among AltiGen’s Hosted Enterprise Cloud Communications Services.

BRIDGETEC Corp. is a company based in Korea that provides contact centre and network software solutions. The company offers call centre solutions, such as call centre infrastructure and software; IP-based wired and wireless multimedia services, such as voice and video services and Internet telephony multimedia services, among others; and cloud call centre services, such as call centre infrastructure rental, phone call management, and advanced research systems (ARS), among others.

eGain Corporation (eGain) is a customer engagement software-as-a-service (SaaS) provider for the digital world. Business-to-consumer (B2C) brands may use the company’s centralised customer interaction hub, which offers connected artificial intelligence (AI), information, and analytics capabilities to simplify self-service through touch points, augment a digital-first, omnichannel agent desktop, and boost business agility. It provides digital-first, omnichannel desktop, AI and information applications, analytics and machine learning applications, free, protected application programming interfaces (APIs), and pre-built, certified third-party connectors, as well as open, secure APIs and pre-built, certified third-party connectors.

Fujitsu Limited is a Japanese company that produces, manufactures, sells, and manages a variety of information and communication technology (ICT) products and electronic devices. Three market divisions make up the company’s operations. System integration solution / system integration (SI) service, outsourcing service, network service, system support service, and infrastructure service are among the services provided by the Technology Solutions category. Design, manufacture, and selling of notebook computers, desktop computers, and cell phones are all part of the Ubiquitous Solutions category. Large scale integrated circuits (LSI) and semiconductors are provided by the Device Solutions section.

Hansol Inticube Co., Ltd. is a Korean company that specialises in networking solutions for the contact centre and wireless Internet industries. The company is divided into three sections. The CRM contact centre division offers Internet protocol contact centre (IPCC) solutions, predictive dialling systems (PDSs), computer telephony integration systems, and simple call management systems, among other services. Quick message service centre (SMSC) solutions, wireless application protocol (WAP) gateway solutions, multimedia message service centre (MMSC) solutions, and other services are available via the mobile division. Through its subsidiary Hansol C&M Corporation, the audio content division provides digital audio contents such as audio books, audio dramas, audio broadcasting content, and others.

Oki Electric Industry Company, Limited is a company based in Japan that primarily provides information systems. There are four business divisions in which the company operates. Transportation infrastructure systems, disaster management systems, security systems, networking devices for communication carriers, and other items are all part of the Information Communication category.

Spectra Systems Corporation is a technology-based security solution are offered by. Fraud detection, money laundering, match fixing, and statistical analysis are all resources available via the ICS.

Strategic Conclusion

The Contact Center Applications Market in Thailand is transitioning from a growth segment to a maturing industry. The need for improving customer experience among companies across various domains such as IT & Telecom, BFSI, Retail, Healthcare and other segments is contributing to the growth of the Contact Center Applications Market in Thailand. The Contact Center Applications vendors in Thailand are embracing new and advanced technologies such as Artificial Intelligence, Predictive Analytics and Social Media and other Omnichannel Communication to differentiate themselves with their competitors in the Market, this is expected to augur well for the growth of the Market in Thailand.


  • AI – Artificial Intelligence
  • ML – Machine Learning
  • CRM – Customer Relationship Management
  • CRI – Cloud Readiness Index
  • ACCA – Asia Cloud Computing Association

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