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The infrastructure-as-a-service (IaaS) and platform-as-a-service (PaaS) market is experiencing rapid growth in Latin America. As in the rest of the world, cloud infrastructure and platforms form the foundation for digital economies. Over the past decade, they have driven technological modernization, from the migration of applications and data to th...

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...

The overall research objective is to measure the current use and future decision-making behavior toward unified communications and other workforce technologies around the globe, specifically: desktop, room-based and huddle room video conferencing; audio conferencing; web conferencing; IP telephony; team collaboration tools (e.g., Slack); unified co...

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 (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 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 ...

Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the internet) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider (includi...

This market insight presents an analysis of the current initiatives involving automation and self-service tools adoption in the Latin American contact center market, as well as a few successful business cases. It also provides a general view of how companies in the region are facing the new reality of integrating artificial intelligence (AI) and na...

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,...