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The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile. When interest rates drop, consumers have more buying power. In the BFSI industry, this impacts growth in consumer spending for big-ticket items, such as houses and cars, often requiring lo...

The Customer Experience Outsourcing Services has undergone a significant shift in the last few years across the world and the European market is no different. The market in Europe is characterized by demand for specific languages, smaller markets, differences that may be unique to certain countries, and increasing demand for nearshoring, among othe...

04 Oct 2019  |  Latin America  |  Market Research

Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024

Hosted/Cloud Solutions Leading Market Growth Through Innovation and Flexibility

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This study examines the contact center (CC) solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate studies for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year both studies are combined. This study is based on extensive primary and secondary research. Some ...

The contact center outsourcing services market in Latin American and the Caribbean (CALA) remain relatively stable in terms of revenue in 2018, compared to 2017. This negative performance was mostly due to automation of a large number of interactions by telecom companies, which was partially offset by solid performances of Colombia, Central America...

Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the underl...

The Context of Europe’s Economy The European economy is a stark drama that continues to unfold in real-time, as Germany and Greece in particular try to come to terms with how to best move forward on the European project. In fact, negotiations between Greece and the European Union may turn out to be a turning-point for the Continent. Consider tha...

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 ...

The Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Market achieved stability in 2017, after a tough 2016. Although the overall market is still behind 2015 marks in most variables, the progressive recovery of the Latin American economy is expected to fuel new investments in enterprise communications, as well as...

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 & Sulliva...