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
New Technologies and Increasing Customers´ Expectations Provide a New Window for Differentiation
save 25 %
* Required Fields
Pay by invoice
The Contact Center Outsourcing (CCO) Services Market in Latin America experienced high growth in the offshore segment, while the domestic business was negatively affected by the regional economic crisis. The United States consolidated as the main market for offshoring, while Latam-shore activities grew driven by Latin America companies looking to reduce costs while improving their customer experience. The arisen of new technologies for customer care – such as cloud computing, analytics, speech recognition, omnichannel capabilities, digital services, intelligent IVRs, virtual agents and, more recently, artificial intelligence – is requiring stronger investments to offer full-fledge services, as well as new skills and larger expertise in managing them. And at the same time, consumers are increasingly demanding high quality and seamless experiences from their providers. This scenario represents a unique opportunity for contact center service providers (CCSPs), since they specialize in customer experience management, are experts in the matter and can usually provide better quality of services than internal contact centers. Moreover, as the CCSPs often manage larger volumes than internal contact centers, they are able to more effectively amortize the investments in new technologies. Consequently, the most relevant competitive advantage of the CCSPs against the internal contact centers is evolving from a cost-saving standpoint, to being able to deliver a more robust customer experience services and attained higher customer satisfaction marks through best of breed technologies and enhanced processes.Growth is expected in this market for the forthcoming years, based on a now consolidated offshore segment, as well as the recovery of the local markets. However, the rise and fall of major CCSPs will be largely determined by their ability to play a bigger role in their client´s path through the digital transformation.
Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day and Symposium, 2019
Infusing AI into the Retail Customer Experience
Global End-user Priorities for Customer Engagement, 2019
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
diet food market
solar energy market
glucose monitoring devices market
alternative energy market
well intervention market
functional beverage 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.