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Overview on the Latin American Contact Center Applications Markets

  • November 2012
  • -
  • Frost & Sullivan
  • -
  • 114 pages

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.

Table Of Contents

Overview on the Latin American Contact Center Applications Markets
TABLE OF CONTENTS

Executive Summary 10
Market Overview 15
Total Contact Center Applications Market -
•External Challenges: Drivers and Restraints 23
•Forecasts and Trends 29
•Market Share and Competitive Analysis 39
ICR Systems Segment Breakdown 45
IVR Systems Segment Breakdown 50
Outbound Segment Breakdown 55
APO Segment Breakdown 60
Brazil Breakdown 65
Mexico Breakdown 70
Central America and the Caribbean Breakdown 75
Andean Region Breakdown 80
Colombia Breakdown 85
Southern Cone Breakdown 90
Argentina Breakdown 95
Chile Breakdown 100
The Last Word (Conclusions and Implications) 105
Appendix 108

List of Figures
Total Contact Center Applications Market: Revenue Forecast by Segment, Latin America, 2011-2018 36
Total Contact Center Application Market: Revenue Forecast by Region, Latin America, 2011-2018 38
Total Contact Center Applications Market: Company Market Share Analysis of Top 5 Participants, Latin America, 2011 42
Total Contact Center Applications Market: Competitive Structure, Latin America, 2011 43

List of Charts
Total Contact Center Applications Market: Latin America, 2011 12
Total Contact Center Applications Market: Percent Sales Breakdown by Application, Latin America, 2011 21
Total Contact Center Applications Market: Percent Sales Breakdown by Region, Latin America, 2011 22
Total Contact Center Applications Market: Key Market Drivers and Restraints, Latin America, 2012-2018 24
Total Contact Center Applications Market: Revenue Forecast, Latin America, 2011-2018 31
Total Contact Center Applications Market: Percent Revenue Forecast by Contact Center Band Size, Latin America, 2011-2018 33
Total Contact Center Applications Market: Percent Revenue Forecast by Segment, Latin America, 2011-2018 35
Total Contact Center Applications Market: Percent Revenue Forecast by Region, Latin America, 2011-2018 37
Total Contact Center Applications Market: Percent of Sales, Latin America, 2011 40
Total Contact Center Applications Market: Percent Market Share Evolution, Latin America, 2010-2011 41
ICR Systems Segment: Market Engineering Measurements, Latin America 2011 46
ICR Systems Segment: Revenue Forecast, Latin America, 2011-2018 47
ICR Systems Segment: Percent Sales Breakdown, Latin America, 2011 49
IVR Systems Segment: Market Engineering Measurements, Latin America, 2011 51
IVR Systems Segment: Revenue Forecast, Latin America, 2011-2018 52
IVR Systems Segment: Percent Sales Breakdown, Latin America, 2011 54
Outbound Segment: Market Engineering Measurements, Latin America, 2011 56
Outbound Segment: Revenue Forecast, Latin America, 2011-2018 57
Outbound Segment: Percent Sales Breakdown, Latin America, 2011 59
APO Segment: Market Engineering Measurements, Latin America, 2011 61
APO Segment: Revenue Forecast, Latin America, 2011-2018 62
APO Segment: Percent Sales Breakdown, Latin America, 2011 64
Contact Center Applications Market: Brazil, 2011 66
Contact Center Applications Market: Revenue Forecast, Brazil, 2011-2018 67
Contact Center Applications Market: Percent of Sales, Brazil, 2011 69
Contact Center Applications Market: Mexico, 2011 71
Contact Center Applications Market: Revenue Forecast, Mexico, 2011-2018 72
Contact Center Applications Market: Percent of Sales, Mexico, 2011 74
Contact Center Applications Market: Central America and the Caribbean, 2011 76
Contact Center Applications Market: Revenue Forecast, Central America and the Caribbean, 2011-2018 77
Contact Center Applications Market: Percent of Sales, Central America and the Caribbean, 2011 79
Contact Center Applications Market: Andean Region, 2011 81
Contact Center Applications Market: Revenue Forecast, Andean Region, 2011-2018 82
Contact Center Applications Market: Percent of Sales, Andean Region, 2011 84
Contact Center Applications Market: Colombia, 2011 86
Contact Center Applications Market: Revenue Forecast, Colombia, 2011-2018 87
Contact Center Applications Market: Percent of Sales, Colombia, 2011 89
Contact Center Applications Market: Southern Cone, 2011 91
Contact Center Applications Market: Revenue Forecast, Southern Cone, 2011-2018 92
Contact Center Applications Market: Percent of Sales, Southern Cone, 2011 94
Contact Center Applications Market: Argentina, 2011 96
Contact Center Applications Market: Revenue Forecast, Argentina, 2011-2018 97
Contact Center Applications Market: Percent of Sales, Argentina, 2011 99
Contact Center Applications Market: Chile, 2011 101
Contact Center Applications Market: Revenue Forecast, Chile, 2011-2018 102
Contact Center Applications Market: Percent of Sales, Chile, 2011 104
Total Contact Center Applications Market: Latin America, 2011 110

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