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Market Research Report

Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil

Published by Frost & Sullivan Product code 257325
Published Content info 61 Pages
Delivery time: 1-2 business days
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Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil
Published: December 17, 2012 Content info: 61 Pages
Description

Moving from Contact Center to Customer Experience

The base year for this study is 2011. Due to the economy, the market demand for customer care outsourcing continues to grow. Market participants reported a solid organic revenue growth and secured significant deals with new and already existing clients. A solid growth is forecasted, and companies will be less concerned about losing control over customer interactions as providers in this market continue to deploy successful implementations, offer advanced services, and publish customer success stories. Finally, there have been some recent merger and acquisition activities in 2010 and 2011 worth noting.

Key Questions This Study Will Answer

  • Is the market growing, how long will it continue to grow, and at what rate?
  • What is the status of the industry within these countries? Are they structured correctly to reach further growth?
  • What are the key drivers and restraints for growth within Brazil?
  • How will the structure of the market change over time? What are the key competitors to watch?
  • Are the products/services offered today meeting customer needs, or is additional development needed? Will the current products/services be commoditized? Will new products/services arise?
  • How will offshore services evolve in the short and medium term?
Table of Contents
Product Code: NBCB-01-00-00-00

Table of Contents

  • 1. Executive Summary
  • 2. Market Overview
  • 3. Total CRM BPO and Contact Center Outsourcing Services Market
    • External Challenges: Drivers and Restraints
    • Forecasts and Trends
    • Market Share and Competitive Analysis
  • 4. Outsourcing Services
  • 5. The Last Word
  • 6. Appendix

List of Figures:

  • Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011
  • Total CRM BPO and Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Brazil, 2012-2018
  • Total CRM BPO and Contact Center Outsourcing Services Market: Workstation Forecast, Brazil, 2011-2018
  • Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast by Origin, Brazil, 2011-2018
  • Total CRM BPO and Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Origin, Brazil, 2011-2018
  • Total CRM BPO and Contact Center Outsourcing Services Market: Company Market Share Analysis of Top 5 Participants, Brazil, 2011
  • Total CRM BPO and Contact Center Outsourcing Services Market: Competitive Structure, Brazil, 2011
  • Total CRM BPO and Contact Center Outsourcing Services Market: SWOT Analysis, Brazil, 2011
  • Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Tier of Competition, Brazil, 2011
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