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The remote work modality is rapidly becoming the norm among office workers throughout the globe. Remote work is a way to work outside the employer´s premise. One common alternative to on-site work stations is the home office. In this scenario, the employee uses their own house as a workplace, but working from cafes, co-working spaces or any other l...

2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...

Over the course of the forecast period (2023 to 2029), the customer experience (CX) outsourcing services market in Latin America and the Caribbean (LAC) is expected to expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation for businesses to outsource their CX act...

As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...

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...

The LATAM cloud contact center (CC) market grew substantially in 2022, driven by accelerated migration from premises-based contact center implementations. As organizations realize that providing superior customer experience (CX) is fundamental for competitive differentiation, they respond to growing customer expectations by delivering seamless, eff...

During the forecast period (2024-2029), the customer experience management (CXM) market in Latin America and the Caribbean (LAC) will expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation among businesses to outsource their CX activities. This market is poise...

31 Jan 2022  |  Latin America  |  Frost Radar

Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

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The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools cre...