- Customized contact center solutions will find more takers as demand increases
BUENOS AIRES, Argentina, Nov. 6, 2013 /PRNewswire/ -- The Latin American contact center market has progressed over the last few years in terms of quality, infrastructure and performance, and systems that help improve these features and provide first-class services will continue expanding in the near future. Performance optimization tools such as contact center analytics and workforce management (WFM), for example, are in demand not only from large or global providers, but also local, small and medium-sized centers.
New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), Latin American Contact Center Systems Market 2013, finds that the market earned revenues of $315.0 million in 2012 and estimates this to reach $506.4 million in 2019 at a compound annual growth rate of 7 percent. The study covers inbound contact routing systems, IP contact center suites, interactive voice response and voice portals, outbound solutions, and agent performance optimization systems which include quality monitoring, WFM and contact center analytics. Analytics will be a key growth segment, and social media integration will gather pace as well.
"The Mexican contact center systems market will experience maximum growth in the region driven by a favorable labor scenario and a healthy economy that is fast recovering from the downturn," said Frost & Sullivan Enterprise Communications Industry Manager Juan Manuel Gonzalez. "Brazil will remain in 2013 the dominant country in the Latin American market with an estimated 45.4 percent share."
However, many key companies in the region are still reeling from the effects of the economic slowdown. The past year saw certain contact center system vendors struggle to boost sales in Latin America – the largest contact center system manufacturers had either decreased or just managed to maintain sale volumes. As a result, the future expansion pace of the contact center market will be decided by the speed at which market majors bounce back.
Going forward, customized solutions will be crucial for success. As the market picks up, all vendors will need a capable structure to provide tailored solutions for diverse clients across industries.
"Proactive tools will also become popular as companies in the region change their reactive posture toward end-user needs and look to provide consumers with new offers or services, even before customers ask for them," concluded Gonzalez.
If you are interested in more information on this research, please send an e-mail to Francesca Valente, Corporate Communications, at firstname.lastname@example.org, with your full name, company name, job title, telephone number, company e-mail address, company website, city, state and country.
Latin American Contact Center Systems Market 2013 is part of the Contact Centers & CRM Growth Partnership Service program. Frost & Sullivan's related research services include: North America Contact Center Systems Market, North America Hosted Contact Center Market, Brazil's Contact Center Outsourcing Services Market, and Argentinean and Chilean Contact Center Outsourcing Services Market. All research services included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
- The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
- The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Latin American Contact Center Systems Market 2013
Corporate Communications – Latin America
SOURCE Frost & Sullivan