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Market Research Report

Overview on the Latin American Contact Center Applications Markets

Published by Frost & Sullivan Product code 254459
Published Content info 114 Pages
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Overview on the Latin American Contact Center Applications Markets
Published: November 8, 2012 Content info: 114 Pages

This publication has been discontinued on July 2, 2018.

Description

Abstract

Evolution of the CRM Applications in Latin America

Different markets in the region present different set of opportunities for vendors. Increased activity has been seen along the whole region of a move toward self-service applications and using IVR as a tool for call resolution instead of call routing. The Latin American market also shows a strong interest and initial adoption of analytics solutions. Integrated suites of quality monitoring, workforce management, and analytics are starting to be strongly adopted. Very high on the agenda for most contact centers was the topic of social media. Leading companies and bigger outsourcers are in the experimental stages of using social media as a customer service channel.

Key Questions This Study Will Answer

  • Is the market growing, how long will it continue to grow and at what rate?
  • Which is the status of the industry within these countries? Are those structured correctly to reach further growth?
  • What are the key drivers and restraints for growth within Latin America?
  • How will the structure of the market change over time? Which are the key competitors to watch?
  • Are the applications offered today meeting customer needs or is there additional development needed? Will the current applications get commoditized? Will new applications arise?
  • How each of the applications markets will evolve in the short and medium term?
Table of Contents
Product Code: NBC6-01-00-00-00

Table of Contents

  • 1. Executive Summary
  • 2. Market Overview
  • 3. Total Contact Center Applications Market
    • External Challenges: Drivers and Restraints
    • Forecasts and Trends
    • Market Share and Competitive Analysis
  • 4. ICR Systems Segment Breakdown
  • 5. IVR Systems Segment Breakdown
  • 6. Outbound Segment Breakdown
  • 7. APO Segment Breakdown
  • 8. Brazil Breakdown
  • 9. Mexico Breakdown
  • 10. Central America and the Caribbean Breakdown
  • 11. Andean Region Breakdown
  • 12. Colombia Breakdown
  • 13. Southern Cone Breakdown
  • 14. Argentina Breakdown
  • 15. Chile Breakdown
  • 16. The Last Word (Conclusions and Implications)
  • 17. Appendix

List of Figures

  • Total Contact Center Applications Market: Revenue Forecast by Segment, Latin America, 2011-2018
  • Total Contact Center Application Market: Revenue Forecast by Region, Latin America, 2011-2018
  • Total Contact Center Applications Market: Company Market Share Analysis of Top 5 Participants, Latin America, 2011
  • Total Contact Center Applications Market: Competitive Structure, Latin America, 2011
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