Press release
Malaysia Customer Experience Business Process Outsourcing Market Projected to Reach USD 4,401.22 Million by 2034, Growing at a CAGR of 12.1%
Malaysia Customer Experience Business Process Outsourcing Market
What is Customer Experience Business Process Outsourcing?
Customer experience business process outsourcing (CX BPO) refers to the delegation of customer experience-related operations and processes to third-party service providers. This type of outsourcing goes beyond traditional call center services. It focuses on enhanced customer satisfaction, loyalty, and engagement across various touchpoints of the customer journey. CX BPO encompasses various services, including multichannel and omnichannel support, technical support and helpdesk services, customer onboarding and engagement, sales and lead generation, feedback and quality management, and back-office support, amongst others. CX BPO providers manage customer interaction on behalf of companies through various channels, including voice calls, email, live chat, social media, and more.
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What's Driving Market Forward?
Rising Government Support for BPO Sector: The Malaysian government is implementing various initiatives to create a conducive ecosystem for BPO growth. It is offering investment incentives and conducting workforce upskilling programs to improve service delivery capabilities and drive foreign investments. Thus, the rising government support for the BPO sector boosts the Malaysia CX BPO market expansion.
Increasing Adoption of Advanced Technologies: The rising adoption of advanced technologies, such as cloud-based solutions, AI, and automation technologies, is transforming the market landscape. These technologies allow providers to streamline operations and reduce response times. Also, providers can deliver highly personalized customer experiences using these technologies. Further, the integration of AI-driven tools like chatbots and sentiment analysis enables intelligent issue resolution and continuous process optimization, impacting the market development favorably.
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Who Are Market Key Players?
The competitive landscape of the Malaysia customer experience business process outsourcing market is shaped by a mix of established leaders and local players. A few of the top market companies are:
• Cognizant Technology Solutions Corp.
• Concentrix Corporation
• Daythree Digital Berhad
• Foundever
• HelpSquad LLC
• Hugo Customer Ltd
• iEnergizer Limited
• SCICOM (MSC) BERHAD
• SRG Asia Pacific Sdn. Bhd
• Sutherland Global Services Inc.
• TDCX Inc.
• Teleperformance Group
• VADS Berhad
Malaysia Customer Experience Business Process Outsourcing Industry Developments:
• July 2024: CelcomDigi launched its AI Experience Centre (AiX), a collaborative hub equipped with 5G, AI, XR, and metaverse technologies designed to accelerate digital innovation across various industries. Supported by global partners, this facility aims to boost Malaysia's tech ecosystem and foster startup growth.
• June 2024: ZALORA introduced an AI-powered multilingual chatbot across six Asian markets, developed in partnership with Forethought. The advanced system utilizes generative AI and natural language processing to manage customer queries while providing personalized order support through direct integration with user accounts.
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How Is Market Segmentation Done?
The market is primarily segmented on the basis of service, type, support channel, and end use.
By support channel, the voice segment dominated the market share in 2024. This can primarily be attributed to the critical role of the segment in enabling direct and personalized interactions between businesses and their customers.
Based on service, the inbound segment is expected to witness significant growth during the forecast period. This is largely due to the increasing emphasis on customer-centric service models and 24/7 support operations.
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Malaysia Customer Experience Business Process Outsourcing Market, Type Outlook (Revenue - USD Million, 2020-2034)
• Onshore
• Offshore
• Nearshore
Malaysia Customer Experience Business Process Outsourcing Market, Services Outlook (Revenue - USD Million, 2020-2034)
• Inbound
• Outbound
Malaysia Customer Experience Business Process Outsourcing Market, Support Channel Outlook (Revenue - USD Million, 2020-2034)
• Voice
• Non-voice
Malaysia Customer Experience Business Process Outsourcing Market, End Use Outlook (Revenue - USD Million, 2020-2034)
• Automotive
• BFSI
• Healthcare
• Manufacturing
• Media & Entertainment
• Others
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