With the increased Cloud Momentum, the On-premises and Hybrid Market for Contact Centre and Enterprise Collaboration in the APAC region remains relevant.
While there has been good cloud momentum and growth in the ANZ market for Contact Centre and Workplace Collaboration, the on-premises market is still relevant in the APAC region. It still stands at about 50-60% (depending on which analyst report you read) and many of these markets include the ASEAN region, North Asia, India, Japan and South Korea.
Many of these large customers operate in mission-critical industries and are not ready to fully transition to cloud-based communications because of the sensitivity and nature of their businesses. These industries include Mining, Oil and Gas, Emergency Services, Hospitals, Investment Banks, Police, Federal and State Government agencies, and many others. These customers have the responsibility to ensure business continuity for citizens and customers in the event of a sudden disaster. Maintaining fallback options like TDM and on-premises services for Voice remains a key part of their requirements.
Vendors, including Cisco, Avaya, and Mitel, are addressing these requirements across the APAC region by offering customers various options for their contact center and workplace collaboration needs. They provide a hybrid strategy for enterprise customers, allowing them to maintain control while leveraging innovations in the cloud. Cisco’s strengths, for example, include the ability to offer high levels of security, observability, and reliability through its acquisition of Cisco ThousandEyes and Splunk. For customers in these mission-critical sectors, that is important. Mitel is investing and supporting its customers in the APAC market through a hybrid CC and UC strategy. Avaya’s Infinity platform, which supports multiple architectures, will support MCP (Model Context Protocol) (MCP) later this year. MCP, created by Anthropic, will allow AI models to securely interact with external tools, data sources, APIs, and user context. As part of this initiative, Avaya is collaborating with Databricks.
In some cases, there have been cloud-to-hybrid transitions, and this could become important as AI becomes more widespread. Many customers across APAC in mission-critical industries want to innovate and benefit from AI. Due to data sensitivity, privacy concerns, operating in highly regulated business environments, and a duty to citizens, they are likely to avoid relying solely on a fully cloud-based architecture in the coming years. They will want to deploy a hybrid enterprise solution.
Cloud Momentum Meets Reality: APAC’s Hybrid Contact Centre Story
