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Asia's Investments in Interactive Technology

F.Y. Teng | June 25, 2012
Two senior executives from vendor Interactive Intelligence talk about global contact centres, unified communications and business process automation in Asia.

Simon Lee, Regional General Manager for Asia, Interactive Intelligence

Earlier this month mis-asia.com interviewed two senior executives from global contact centre, unified communications and business process automation solutions provider Interactive Intelligence. Gary Blough, Executive VP, Worldwide Sales and Simon Lee, Regional General Manager for Asia at the US-based company told us about their company's plans for growing their business in the region, its target markets moving forward, and how it intends to respond to global economic trends.

mis-asia.com: Talk about how your business has grown in Asia in the past two years.
Gary Blough: 
We've experienced very strong growth across our APAC operations over the past two years.  Overall we grew at 82 percent year over year from 2009 to 2010, and 52 percent year over year 2010 to 2011.  The leading markets in Asia have been Greater China, Malaysia, and the Philippines.

How does the state of the global economy impact your business?
Blough:
In 2008 and 2009 we felt a minor slow down due to global economic conditions, however we still reported double digit growth for both of those years and in 2010 and 2011 we returned to even stronger growth reporting over 30 percent growth year over year in each year.

In which geographies round these parts will you be driving ININ's expansion?
Blough:
 Our focus growth geographies for all of APAC are Australia, Japan, Greater China, Malaysia, and Indonesia.

Also, which parts of your business are growing the fastest in Asia?
Blough:
 Our contact centre business and our flagship product CIC-Customer Interaction Center-continue to lead the way.  Innovations in CIC, including a Cloud Based offering, real-time speech analytics and process automation, continue help us expand our customer base.

Which geographies in Asia do you consider to be the most important to your business' future, in terms?
Blough:
 Of course, from purely a market size perspective China and Indonesia are the most interesting. However, at ININ we also focus on developing markets for the contact/call centre industry.  This makes the Philippines and Malaysia two very interesting markets.

We have our Southeast Asia operational hub based in Kuala Lumpur-we have over 50 people there- and that is working well for us. We also have large offices in Australia and Japan.  Our KL office has sales, support, consulting services, marketing and finance functions operating out of it.  Our Australia and Japan office also provide these services.  We are expanding our direct touch in China, Korea and the Philippines by expanding our existing direct sales offices in those countries.

The biggest trend we see in our industry is the move to cloud based computing.  Many organisations of all sizes, local and multinational, are finding value in moving their operations to the cloud.  Many factors effect this including utilising Opex vs. Capex payment models, eliminating all upgrade costs, eliminating hardware costs, et cetera.  This trend is catching on very quickly across Asia as well.  The one factor slowing some of the growth is the availability of low cost, high speed, reliable networks to support the infrastructure.

 

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