Brazil's Contact Center Outsourcing Services Market 2013

Contact Centers Moving Beyond Traditional Customer Service

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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 SummaryExecutive SummaryExecutive Summary—Market Engineering MeasurementsExecutive Summary—Market Engineering Measurements (continued)Executive Summary—CEO’s PerspectiveMarket OverviewMarket Overview—DefinitionsMarket Overview—Definitions (continued)Market Overview—Definitions (continued)Market Overview—Key Questions This Study Will AnswerExternal Challenges: Drivers and Restraints—Contact Center Outsourcing Services MarketDrivers and RestraintsDrivers ExplainedDrivers Explained (continued)Restraints ExplainedRestraints Explained (continued)Forecasts and Trends—Contact Center Outsourcing Services MarketForecast AssumptionsContact Center Outsourcing Services Market—Revenue ForecastContact Center Outsourcing Services Market—Workstations ForecastRevenue and Workstations Forecast DiscussionContact Center Outsourcing Services Market—Revenue Forecast by OriginContact Center Outsourcing Services Market—Percent Offshore Revenue Forecast by RegionRevenue Forecast by Origin DiscussionMarket Share and Competitive Analysis—Contact Center Outsourcing Services MarketCompetitive Analysis—Market ShareCompetitive Analysis—Market Share EvolutionCompetitive Analysis by Provider TypeCompetitive EnvironmentTop CompetitorsCompetitive Factors and AssessmentOutsourcing ServicesBrazilian Contact Center Outsourcing Services Market—Vertical AnalysisBrazilian Contact Center Outsourcing Services Market—Activities by Medium Type AnalysisBrazilian Contact Center Outsourcing Services Market—Activities by Interaction Channel Type AnalysisBrazilian Contact Center Outsourcing Services Market— Percent Revenue Forecast by Service TypeRevenue Forecast by Service Type DiscussionBrazilian Contact Center Outsourcing Services Market— Services Provided AnalysisThe Last WordThe Last Word—PredictionsLegal DisclaimerAppendixMarket Engineering MethodologyMarket Engineering MeasurementsMarket Engineering Measurements (continued)Additional Sources of Information on Contact Center Outsourcing Services Market Partial List of Companies InterviewedList of Companies Included in “Others”Learn More—Next Steps




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