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In a Complex Economic Scenario, Flexibility and Scalability are Drawing Attention to the Cloud Model

This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015. The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management). The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers.

Executive Summary
- The penetration of cloud revenue was % of the total contact center revenue in 2015. Although market evolution was perceived, security concerns remain a relevant restraint, along with the complex economic
scenario.
- On the other hand, contact center cloud adoption was a suitable option for many companies that did not wish to either cope with making high investments on infrastructure or make a commitment to long-term
contracts.
- A lot of the contact center premises vendors are already offering hosted/cloud solutions, while important carriers and North American vendors also start to pave their way into the Latin American cloud contact
center market.
- Many vendors conduct at least a part of their cloud operations indirectly, through carriers or service providers. This helps them mitigate security concerns—their data centers are located in Latin America—and allows the end user to purchase the end-to-end solution (telephony, video, contact center, maintenance, services, etc.) as a combination of both parties’ solutions.
- Peru, Brazil, Mexico, and Chile are the countries where the most cloud activity was perceived in 2015. In the following years, Colombia is also expected to rise in the total share, as many companies are starting
to invest in this particular market.
- Automatic Call Distributor (ACD) was the application that earned the most market revenue in 2015, and together with the hosted agent performance optimization (APO) segment, was responsible for nearly
% of total market revenue.
- As the competition for customer visibility and mindshare intensifies around premises vendors, telcos and outsourcers will need to step up their marketing and sales efforts to remain competitive in this space.

Research Scope
- This research study covers hosted and cloud solutions for contact centers in Latin America.
- While this study covers several hosted and cloud applications, the most important and frequently used ones are hosted IVR, hosted ACD, hosted outbound customer contact, and hosted APO (Workforce Management, Analytics and Quality Monitoring).
- The base year for this research study is 2015.
- The study discusses market trends, drivers and restraints, vendors’ and service providers’ profiles and strategic considerations for hosted and cloud solutions for contact centers.

Table Of Contents

Analysis of the Hosted and Cloud Contact Center Market in Latin America
1. EXECUTIVE SUMMARY

Executive Summary
Market Engineering Measurements

2. MARKET OVERVIEW AND DEFINITIONS

Market Overview and Definitions
Research Scope
Research Methodology
Market Overview—Geographical Coverage
Market Overview—Key Questions This Study Will Answer
Market Definitions
Revenue Definitions
Key Market Trends
Key Pricing Trends

3. EXTERNAL CHALLENGES: DRIVERS AND RESTRAINTS—TOTAL HOSTED AND CLOUD CONTACT CENTER MARKET

External Challenges: Drivers and Restraints—Total Hosted and Cloud Contact Center Market
Market Drivers
Drivers Explained
Market Restraints
Restraints Explained

4. FORECAST AND TRENDS—TOTAL HOSTED AND CLOUD CONTACT CENTER MARKET

Forecast and Trends—Total Hosted and Cloud Contact Center Market
Forecast Assumptions
Total Hosted and Cloud Contact Center Market—Revenue Forecast
Revenue Forecast Discussion
Hosted and Cloud Contact Center Revenue Market vs. Total Contact Center Market Revenue
2015 Revenue Split by Region—Latin America
2015 Revenue by Region Discussion
Hosted and Cloud Contact Centre Market—Revenue Forecast by Segment
Revenue Forecast by Segment Discussion

5. MARKET SHARE AND COMPETITIVE ANALYSIS

Market Share and Competitive Analysis
2015 Revenue Market Share—Latin America

6. REPRESENTATIVE VENDOR AND SERVICE PROVIDER PROFILES

Representative Vendor and Service Provider Profiles
Key Solution Features Available in Latin America— Application Providers/Vendors
Vendor/Application Provider Profiles
Key Solution Features Available in Latin America— Service Provider and Channels
Channels/Service Provider Profiles

7. THE LAST WORD

The Last Word
Recommendations for End Users
The Last Word—Recommendations for Service Providers
The Last Word—Predictions
Legal Disclaimer

8. APPENDIX

Appendix
Market Engineering Methodology
Market Engineering Measurements
Companies Interviewed

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