CRM magazine offers a brief overview of the China contact center market here:
http://www.destinationcrm.com/articles/default.asp?ArticleID=6399
Among the points made by author Coreen Bailor:
- Agent positions will increase by 20% a year, according to Datamonitor, through 2009.
- VoiceXML is projected to overtake touch-tone IVR systems as the dominant platform in the country.
- The industry is primarily focused on domestic inbound calls currently.
To learn about the obstacles faced by this nascent market, read the article.
