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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.
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