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Improving Business Productivity Quickly and at a Lower Cost

Executive Summary

- The cloud-hosted model enables contact centers to be more productive, offering better service to clients with reduced capital expenditures (CAPEX), than on-premises implementation models.
- With a hosted or cloud solution, all features and functionalities are on demand. These solutions are easily scalable, so as businesses need an increase or decrease in any of the resources, they can adapt quickly by adding or reducing them.
- The operating expenditure (OPEX) model for hosted and cloud contact centers allows small and medium contact centers to utilize resources and technologies that traditionally only large enterprises have been able to afford since they require heavy capital investment and a dedicated team to lead infrastructure maintenance and management.
- Large enterprises have been most interested in the dedicated cloud model because it provides essential security and reliability. On the other hand, small and mid-sized businesses (SMBs) are drawn by the multi-tenant cloud model, which offers advanced technology at a low cost.
- By leaving the management of IT infrastructure to a specialized vendor, channel, or service provider, companies free up resources better used to strengthen the core business.
- In Latin America (LATAM), the hosting and cloud solutions market for contact centers is still in a nascent phase; however, some companies are showing interest, and early adopters have emerged.

Research Scope

- This research study covers hosted and cloud solutions for contact centers in LATAM.
- This study covers several hosted and cloud applications, but the most important and frequently used are hosted interactive voice response (IVR), hosted automatic call distributors (ACD), hosted outbound customer contact, and hosted agent performance optimization (APO) (workforce management, analytics, and quality monitoring).
- The base year for this research study is 2013.
- The study discusses market trends, drivers and restraints, supply and demand, and strategic considerations for hosted and cloud solutions for contact centers.

Research Methodology

- Frost & Sullivan conducted extensive primary interviews with the leading contact center solution providers, channels, and service providers in LATAM.
- Secondary research consisted of extensive reviews of industry publications, SEC filings, annual reports, press releases issued by market participants, and Frost & Sullivan’s in-house databases and historical data.

Key Questions This Study Will Answer

What is the status of the hosted and cloud solutions market for contact centers in LATAM today?
What are the trends, drivers, and restraints impacting the hosted and cloud solutions for contact centers in LATAM?
Which companies are the main participants in this market, and what is the go-to-market model they are using for their hosted and cloud solutions?
How are companies structuring their offers of hosted and cloud solutions for contact centers in LATAM?
What are the main adoption trends of the hosted and cloud solutions market for contact centers in LATAM?
What are the recommendations for companies that are interested in this market?

Introduction

- The idea of contact centers as a service is not new in the market, but only within recent years has it become a part of everyday conversation, especially with respect to the booming new concept of the cloud.
- Much of that has to do with external factors, such as the rise of Salesforce.com and Google Apps among other Web-based applications that have made people aware of the idea that they can offload application processing to a service provider. As a result, this new business and implementation model is becoming much more familiar.
- In addition, the prolonged economic downturn has forced many centers to rethink their approaches to capital spending and infrastructure in light of restricted budgets.
- The objective of this market insight is to understand the benefits of the hosted and cloud implementation model for contact center applications, identify the different types of business models that have evolved, and define their ecosystem and the business drivers, enablers, and inhibitors that are affecting the adoption of on-demand contact center applications in LATAM.

Table Of Contents

Analysis of the Hosted and Cloud Solutions for Contact Centers Market in Latin America
Executive Summary
Market Overview and Definitions
Hosted and Cloud Solutions for Contact Centers Market
External Challenges: Drivers and Restraints
Trends
Demand Analysis
Business Models
Ecosystem Analysis
Strategic Recommendations
The Last Word
The Frost and Sullivan Story

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