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This is an in-depth analysis of the top 21 growth and innovation leaders in the European unified communications as a service (UCaaS) market. Competition is intensifying as the market matures. As a result, it is exceedingly important for participants to accelerate innovation and develop sustainable growth strategies. This Frost Radar provides perspe...

The Customer Experience industry benefitted greatly from the COVID-19 pandemic, which shifted millions of agents to work-at-home (WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investments soared; however, in 2023 global economic and political unrest created a more conservative and focused approach...

Frost & Sullivan defines communications platforms as a service (CPaaS) as any cloud-based platform that enables developers to programmatically embed voice, video, chat, and messaging services in their business or consumer applications and workflows. In nearly all cases, the embedded communications and collaboration services leveraged through a CPaa...

This research report frames artificial intelligence (AI) not as an incremental feature but as a paradigm shift in unified communications (UC), redefining how enterprises connect, coordinate, and get work done. For decades, UC platforms have acted as passive conduits—carrying calls, messages, and meetings between people. The emerging generation of A...

The CX industry is in a disruptive state as IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of failure in these uncertain times, making organizations less agile than in previous years. Trust, ease of use, and reliability are t...

Frost & Sullivan’s 2023 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities: • Current communications and collaboration technology adoption rates and future adoption plans • Demand for private branch exchange (PBX) and cloud/mobile PBX functionality • Evolution of enterprise tele...

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 CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also ...

Frost & Sullivan defines Communications Platforms as a Service (CPaaS) as any cloud-based platform that enables developers to programmatically embed voice, video, chat, and messaging services within their business or consumer applications. In nearly all cases, the embedded communications and collaboration services leveraged through a CPaaS are a fe...