Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
Automation is Heading the Market for Disruption
save 10 %
* Required Fields
Pay by invoice
The Contact Center Outsourcing (CCO) Services Market in Latin America and the Caribbean experienced high growth, driven by solid performances in CaCar and Colombia, as well as the devaluation of the US Dollar against most Latin American currencies in 2017 (especially against the Chilean peso (15.5%) and the Brazilian reais (8.5%)). Frost & Sullivan witnessed significant growth in the offshore segment, mostly driven by U.S. customers, but also by customers in Canada, Spain and rest of Europe. Meanwhile, merges & acquisitions continued to take place in the BPO space and impact the CALA market. In 2018, Concentrix acquired Convergys, and Aegis merged with Startek; in Argentina, CAT Technologies acquired the local operation of Comdata Group, and in Colombia, Colombian Outsourcing Solutions bought Top Factory. In Chile, Upcom acquired DTS at the end of 2017, consolidating a significant player in this market. As many CALA CCSPs look at technology as a route to avoid commoditization in the marketplace, robot process automation (RPA) tools can provide greater levels of service quality and lower costs than live agents Many companies in the region are adopting RPA solutions to streamline back office operations and gain more productivity and efficiency, while this is becoming a normal request from clients in the region. Moreover, Front office automated AI-powered interfaces – such are intelligent virtual assistants – are not yet widely adopted across CALA. Besides the traditional IVRs and chatbots– which are largely spread -, new and more intelligent alternatives are just been tested on the field. Yet, the market is beginning to experience the consequences of automating interactions.Although the time of "omnichannel" as a buzz-word has passed, many CALA CCSPs are yet to deploy full-fledge omnichannel systems. Most providers do support more than one digital channel (such as email, chat & web collaboration, social media, SMS), but not that many of them provide a full omnichannel experience, as they have not fully integrated all channels of contact with its back office systems. This report provides a detailed assessment of the contact center outsourcing services market in Latin America and the Caribbean, providing segmentations and forecasts for several variables such as geography, industry vertical, channel of contact, service function and market shares. The base year of this study is 2017 and forecasts reach 2023.
Why People Must be a Critical Aspect of Digital Transformation
English Proficiency is the New Black
End User Priorities in Digital Transformation, Latin America, 2019
End User Priorities in Digital Transformation, Asia-Pacific, 2019
Growth Opportunities in the North American Contact Center Market, Forecast to 2023
Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024
Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024
End User Priorities in Digital Transformation, Europe, 2019
Contact Center Buyers Guide, North America, 2019
Companies to Watch in Customer Contact, North America, 2019
electric vehicle market analysis
fleet management market
augmented reality market
neurology devices market
diabetes care devices market
wound care market
glucose monitoring devices market
smart lighting market
dietary supplements market
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.