Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2023

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.