Brazil's Contact Center Outsourcing Services Market 2013

Brazil's Contact Center Outsourcing Services Market 2013

Contact Centers Moving Beyond Traditional Customer Service

RELEASE DATE
17-Jul-2013
REGION
Latin America
Research Code: NCB3-01-00-00-00
SKU: IT00692-LA-MR_01921
$3,950.00
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SKU
IT00692-LA-MR_01921
$3,950.00
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Description

The contact center outsourcing services market in 2012 witnessed a transition in which companies, aiming to seek higher rates of profitability, began embracing new business models detached from price-sensitive offers based on voice and workstations. Participants are repositioning their brands to offer broader solutions, integrating contact center and IT solutions in a more consultative, business-processes outsourcing approach. This positioning is granting a solid, organic revenue growth and the securing of significant deals with new and existing clients, and, in turn, increasing market competition. This trend is expected to unfold, opening a promising future for the contact center outsourcing services market.

Table of Contents

Executive Summary

Executive Summary—Market Engineering Measurements

Executive Summary—Market Engineering Measurements (continued)

Executive Summary—CEO’s Perspective

Market Overview—Definitions

Market Overview—Definitions (continued)

Market Overview—Definitions (continued)

Market Overview—Key Questions This Study Will Answer

Drivers and Restraints

Drivers Explained

Drivers Explained (continued)

Restraints Explained

Restraints Explained (continued)

Forecast Assumptions

Contact Center Outsourcing Services Market—Revenue Forecast

Contact Center Outsourcing Services Market—Workstations Forecast

Revenue and Workstations Forecast Discussion

Contact Center Outsourcing Services Market—Revenue Forecast by Origin

Contact Center Outsourcing Services Market—Percent Offshore Revenue Forecast by Region

Revenue Forecast by Origin Discussion

Competitive Analysis—Market Share

Competitive Analysis—Market Share Evolution

Competitive Analysis by Provider Type

Competitive Environment

Top Competitors

Competitive Factors and Assessment

Brazilian Contact Center Outsourcing Services Market—Vertical Analysis

Brazilian Contact Center Outsourcing Services Market—Activities by Medium Type Analysis

Brazilian Contact Center Outsourcing Services Market—Activities by Interaction Channel Type Analysis

Brazilian Contact Center Outsourcing Services Market— Percent Revenue Forecast by Service Type

Revenue Forecast by Service Type Discussion

Brazilian Contact Center Outsourcing Services Market— Services Provided Analysis

The Last Word—Predictions

Legal Disclaimer

Market Engineering Methodology

Market Engineering Measurements

Market Engineering Measurements (continued)

Additional Sources of Information on Contact Center Outsourcing Services Market

Partial List of Companies Interviewed

List of Companies Included in “Others”

Learn More—Next Steps

Related Research
The contact center outsourcing services market in 2012 witnessed a transition in which companies, aiming to seek higher rates of profitability, began embracing new business models detached from price-sensitive offers based on voice and workstations. Participants are repositioning their brands to offer broader solutions, integrating contact center and IT solutions in a more consultative, business-processes outsourcing approach. This positioning is granting a solid, organic revenue growth and the securing of significant deals with new and existing clients, and, in turn, increasing market competition. This trend is expected to unfold, opening a promising future for the contact center outsourcing services market.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number NCB3-01-00-00-00
Is Prebook No