Search results for: 'Application and Opportunity Assessment'

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...

The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...

The traditional on-premises unified communications (UC) market is very mature and is experiencing pressure from both internal and external competitive forces. Premises-based solution vendors are facing challenges from a variety of competitors including disruptive unified communications as a service (UCaaS) providers, network service providers offer...

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...

The connected truck telematics industry in Mexico has been growing, primarily driven by the need to protect vehicles and cargo, reduce the total cost of ownership (TCO) for fleets, and comply with legislation. In 2024, for example, 1.51 million trucks were connected in the country, with fleet management and/or video solutions. This figure indicates...

The Brazilian power market is going through a transformation driven by current and upcoming changes in regulation as well as the spread of digital technologies and flexible and distributed assets. Global “3D” trends (decarbonization, decentralization, and digitalization) are shaping the power generation matrix to 2030 and disrupting businesses and ...

Enterprise dedicated Internet access (DIA) services have successfully penetrated the Latin American market over the last decade and are now in a mature phase of the product life cycle. Several factors affect the adoption of DIA services in the region, including the increasing use of bandwidth-intensive collaboration tools, demand for cloud and data...

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...

The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliva...