1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends

Analysis of the Hosted and Cloud Solutions for Contact Centers Market in Latin America

  • February 2014
  • 98 pages
  • Frost & Sullivan
Report ID: 2043234


Table of Contents

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?


- 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.

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 60 Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

Veronica helps you find the right report:


The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

Purchase Reports From Reputable Market Research Publishers

Global Cloud-Based Contact Center Market - Market Size, Trends, and Forecasts (2017 - 2022)

  • $ 4250
  • Industry report
  • January 2017
  • by Mordor Intelligence LLP

The global cloud-based contact center market has been estimated to be worth USD 4.51 billion in 2015 and is forecasted to grow at a CAGR of 26.08% over the forecast period, to reach USD 14.37 billion by ...

Cloud Based Contact Center - Global Market Outlook (2016-2022)

  • $ 4157
  • Industry report
  • December 2016
  • by Stratistics MRC

According to Stratistics MRC, the Global Cloud Based Contact Center Market is accounted for $4.9 billion in 2015 and expected to grow at a CAGR of 22.9% to reach $24.6 billion by 2022. Factors such as ...

Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

  • $ 7150
  • Industry report
  • November 2016
  • by MarketsandMarkets

“Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is expected to drive the overall market” The cloud-based contact center market ...

Experience Avaya 2016

August 2016 $ 500


Reportlinker.com © Copyright 2017. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.