In Mexico, during 2011, the domestic contact center outsourcing market remained stable while the offshoring business increased compared with 2010. It is expected that offshore penetration will keep growing during the forecast period. However, the highest growth rate will be seen in 2013. A positive investment environment remains within the Central America and Caribbean outsourcing services market, which grew with double digit from 2010. Both revenue and workstations are expected to grow at a relatively constant rate until 2018.Offshore revenue continues to dominate the market by a wide margin.

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Mexico, Central America and Caribbean Contact Center Outsourcing Markets
Demand in Offshore Segment Drives Growth
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In Mexico, during 2011, the domestic contact center outsourcing market remained stable while the offshoring business increased compared with 2010. It is expected that offshore penetration will keep growing during the forecast period. However, the highest growth rate will be seen in 2013. A positive investment environment remains within the Central America and Caribbean outsourcing services market, which grew with double digit from 2010. Both revenue and workstations are expected to grow at a relatively constant rate until 2018.Offshore revenue continues to dominate the market by a wide margin.

Table Of Contents

TABLE OF CONTENTS

Executive Summary 9
Market Overview 19
Contact Center Outsourcing Services Market -
•External Challenges: Drivers and Restraints 29
•Forecast and Trends 40
•Market Share and Competitive Analysis 63
Outsourcing Services 79
The Last Word (Conclusions and Implications) 92
Appendix 95

List of Figures
Contact Center Outsourcing Services Market: Workstation Forecast, Mexico, 2011-2018 48
Contact Center Outsourcing Services Market: Workstation Forecast, Central America and the Caribbean, 2011-2018 51
Contact Center Outsourcing Services Market: Revenue Forecast by Origin, Mexico, 2011-2018 54
Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Origin,
Mexico, 2011-2018 56
Contact Center Outsourcing Services Market: Revenue Forecast by Origin,
Central America and the Caribbean, 2011-2018 59
Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Origin, Central America and the Caribbean, 2011-2018 61
Contact Center Outsourcing Services Market: Company Market Share Analysis of Top 5 Participants, Mexico, 2011 68
Contact Center Outsourcing Services Market: Company Market Share Analysis of Top 5 Participants, Central America and the Caribbean, 2011 69
Contact Center Outsourcing Services Market: Competitive Structure, Mexico, 2011 70
Contact Center Outsourcing Services Market: Competitive Structure, Central America and the Caribbean, 2011 71
Contact Center Outsourcing Services Market: SWOT Analysis, Mexico, 2011 74
Contact Center Outsourcing Services Market: SWOT Analysis, Central America and the Caribbean, 2011 75
Contact Center Outsourcing Services Market: Percent of Revenue by Tier of Competition,
Mexico, 2011 77
Contact Center Outsourcing Services Market: Percent of Revenue by Tier of Competition,
Central America and the Caribbean, 2011 78

List of Charts
Contact Center Outsourcing Services Market: Market Engineering Measurements, Mexico, 2011 14
Contact Center Outsourcing Services Market: Central America and the Caribbean, 2011 16
Contact Center Outsourcing Services Market: Percent Sales Breakdown, Mexico, 2011 27
Contact Center Outsourcing Services Market: Percent Sales Breakdown, Central America and the Caribbean, 2011 28
Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Mexico, 2012-2018 30
Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Central America and the Caribbean, 2012-2018 35
Contact Center Outsourcing Services Market: Market Engineering Measurements, Mexico, 2011 41
Contact Center Outsourcing Services Market: Market Engineering Measurements, Central America and the Caribbean, 2011 43
Contact Center Outsourcing Services Market, Revenue Forecast, Mexico, 2011-2018 47
Contact Center Outsourcing Services Market, Revenue Forecast, Central America and the Caribbean, 2011-2018 50
Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Mexico, 2011-2018 53
Contact Center Outsourcing Services Market: Percent Offshore Revenue Forecast by Origin, Mexico, 2011-2018 55
Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Central America and the Caribbean, 2011-2018 58
Contact Center Outsourcing Services Market: Percent Offshore Revenue Forecast by Origin, Central America and the Caribbean, 2011-2018 60
Contact Center Outsourcing Services Market: Percent of Revenue, Mexico, 2011 64
Contact Center Outsourcing Services Market: Percent of Revenue, Central America and the Caribbean, 2011 65
Contact Center Outsourcing Services Market: Percent Market Share Trend, Mexico, 2010 and 2011 66
Contact Center Outsourcing Services Market: Percent Market Share Trend, Central America and the Caribbean, 2010 and 2011 67
Contact Center Outsourcing Services Market: Percent of Revenue by Provider Type, Mexico, 2011 72
Contact Center Outsourcing Services Market: Percent of Revenue by Provider Type, Central America and the Caribbean, 2011 73
Contact Center Outsourcing Services: Percent of Revenue by Major Industry Vertical,
Mexico, 2011 80
Contact Center Outsourcing Services Market: Percent of Revenue by Major Industry Vertical, Central America and the Caribbean, 2011 81
Contact Center Outsourcing Services Market: Percent of Activities by Contact Center Medium Type, Mexico, 2011 82
Contact Center Outsourcing Services Market: Percent of Activities by Contact Center Medium Type, Central America and the Caribbean, 2011 83
Contact Center Outsourcing Services Market: Percent of Activities by Interaction Channel Type, Mexico, 2011 84
Contact Center Outsourcing Services Market: Percent of Activities by Interaction Channel Type, Central America and the Caribbean, 2011 85
Contact Center Outsourcing Services Market: Percent Revenue Forecast by Service Type, Mexico, 2011-2018 86
Contact Center Outsourcing Services Market: Percent of Revenue by Services Provided,
Mexico, 2011 88
Contact Center Outsourcing Services Market: Percent Revenue Forecast by Service Type, Central America and the Caribbean, 2011-2018 89
Contact Center Outsourcing Services Market: Percent of Revenue by Services Provided,
Central America and the Caribbean, 2011 91

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