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Magic Quadrant for Call Recording as a Service in Asia. How would Touch compare?

Magic Quadrant for Call Recording as a Service in Asia. How would Touch compare?

Enterprises are increasingly migrating from on-premise enterprise applications to cloud-based options to secure a range of capabilities, from storage to collaboration to call recording. Here, Touch creates its own version of the famous Gartner magic quadrant for call recording.

According to a recent report by IDC, public cloud services (PCS) in the Asia-Pacific region will grow from $53.4 billion in 2021 to $153.6 billion by 2026 (a CAGR of 23.5%), with the region representing one of the fastest adoption rates in the world for cloud services.

Companies such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform, and IBM Cloud were all early entrants into Asia, and as such have a strong presence in the region when it comes to offering cloud services. But other organisations, such as Huawei and Alibaba, also have plans to invest significantly in the region.

Singapore and Indonesia lead the race towards cloud services

Singapore and Indonesia, in particular, are key adopters of the move to the cloud, driven by rapid digitalisation, high smartphone penetration rates and entrepreneurial technology environments in both states.

Enterprises throughout Asia have been flocking to the cloud to realise the multiple benefits the cloud model brings, including CAPEX and OPEX savings, rapid time-to-benefit, scalability, and an assured upgrade roadmap, to name a few. Now, even the most traditional organisations, such as banks with centuries of history of on-premise investments, have adopted a cloud strategy in recent years.

The cloud services market can be split into further segments. According to IDC, for example, Infrastructure-as-a-Service (IaaS) is forecast to reach a market value of $65.6 billion by 2026 accounting for 42.7% of the Asia-Pacific PCS market, driven by organisations looking to reduce capital expenditure and to operate more efficiently. Platform-as-a-Service (PaaS) will account for 19.4% of the region’s PCS market in 2026 (reaching $29.8 billion) as organisations look to enrich their application development and gain faster ROI.

Meanwhile, according to Statista, Software-as-a-Service (SaaS) will also drive PCS adoption in Asia, growing from $38.9 billion in 2023 to $63.4 billion by 2027 (a CAGR of 12.99%).

Mobile operator cloud services and MS Teams

But one of the most popular cloud-based solution providers is your mobile network provider. For example, just a few months ago in June 2023, Singtel was one of nine new carriers to offer Operator Connect – an operator-managed service for bringing Public Switched Telephone Network (PSTN) calling to MS Teams. The service allows businesses to plug in services from certified carriers with less complexity than Direct Routing.

Singtel was also the first to offer Unified Communications (UC) Direct Connect service for Microsoft Teams in the region. The service leverages the existing Singtel Cloud Connect service to provide high availability service with optimal routing that ensures consistent good call quality. It added to the existing solutions of Microsoft 365, Singtel Cloud Connect in conjunction with Microsoft Azure Peering Services as well as Azure Stack Hub on Singtel’s multi-access edge compute (MEC) offerings. 

Microsoft Teams, which also offers built-in telephony, is one of the fastest growing cloud-based collaboration tools in the region. According to Statista, there were 16.1 million downloads of the MS Teams mobile app in the Asia-Pacific region in the first half of 2023 alone.

The challenge for enterprises, however, is keeping pace with the rapid rate of change. New customer communication tools are being introduced rapidly across multiple channels including voice, chat, and other digital channels, but many still need to retain some on-premise applications, such as on-premise PBXs and financial trading systems.

Contact centres embrace cloud-based services

Market Data Forecast predicts the Asia Pacific cloud-based contact centre market will grow from $2.4 billion USD in 2020 to $8 billion in 2026 (a CAGR of 26.7% over the forecast period). This growth is being driven by the breadth of services offered within subscription-based models, including advanced analytics capabilities, AI‑enabled chatbots and personalised video solutions.

All major contact centre providers now offer cloud-based services, which means that organisations may need to change provider to keep pace – and may need to change again in the future. It means that enterprises need to support multiple channels, both on-premise and in the cloud.

The Gartner Magic Quadrant is known globally as a format for representing the success and innovation of different solutions in different regions of the world. The Magic Quadrant for CCaaS is an important addition to the series. Recording is key for call centre providers, and this has emerged as a fast-growing sector in its own right.

That’s because there are more communications channels to consider and so it has become a specialised sector. So, it’s surprising that we’ve yet to discover a Magic Quadrant for call recording. Often called compliance recording, it’s increasingly required to ensure that organisations meet strict regulations around personal data security, as well as financial regulations. So, we’ve taken the initiative and created our own version of the Gartner Magic Quadrant for Touch!

Touch Call Recording Service ‘Magic Quadrant’

Touch is an innovator for call recording services and is experiencing rapid growth in Europe and Asia. The Touch Call Recording Service is offered through a mix of direct sales and channel partner relationships, which vary between geographical regions. Touch focuses solely on call recording and as a specialist in this field, with a strong heritage, providing excellent service and support.

Strengths

Market understanding: Touch has 15 years’ experience in meeting the complex customer service needs of large and high-profile organisations, and offers notable pedigree in automation.

Vertical strategy: Touch demonstrate a strong commitment to key market verticals, including, but not limited to, Finance, Contact Centres and Telecom Operators.

Sales execution: Touch offers flexibility in contract negotiations, responsiveness, and a willingness to embrace flexible, customised contracts.

Service offer: Touch supports a broad range of organisation, from SMEs with just a handful of employees, up to large enterprises with tens of thousands of employees, through its highly scalable service and automated user management tools.

Multi-channel support: Comprehensive. Touch supports call recording for more than 50 different communications systems, including all major PBX providers, such as Cisco, Mitel, Avaya, and others, as well as CcaaS offerings such as Genesys, Cisco and other regional providers. Our call recording tools also integrate with multiple chat solutions including Bloomberg, Refinitiv, among others.

Touch would welcome a Gartner magic quadrant for call recording services, which are becoming essential for any organisation that processes or holds personal customer data, financial services providers, or any enterprise that has local and/or international standards and industry compliance obligations.

Meanwhile, to find out how we can help your organisation to ensure full compliance, while supporting multiple channels, spanning on-premise and cloud-based enterprise applications, why not contact us?

Explore touch call recording

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