Cloud, Digital, and Omnichannel Drive Contact Center Solutions Market Growth in Latin America and the Caribbean

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 to the challenges brought on by the New Normal, CC application vendors and service providers had to quickly respond to the remote working needs of the industry, providing free or trial offers for remote agents, position aggressive pricing models, and accelerating the migration to the Cloud or Hybrid deployment alternatives in a remarkably short amount of time.

In 2021 the CALA CC Solutions market keeps gradually shifting from On-Premise systems, which still represents the vast majority of installed contact centers today, to cloud solutions. Software upgrades and refresh cycles constitute a significant portion of on-premises revenue gains, even though most of the enhancements and improvements are increasingly been built and delivered from the cloud. In this context, leading vendors are clearly articulating migration strategies and positioning options to integrate cloud-based applications with On-Premise solutions, in order to smooth the transition for existing premise-based customers and for those that don’t want to go “all in” to the cloud (hybrid approach).

While Frost & Sullivan expects there will still be a place in the foreseeable future for On-Premise CC systems, the Cloud CC Solutions market has greatly benefited from the Pandemic. Companies in CALA have realized that the cloud offers a flexible and agile way to improve the functionalities of their CC at a very competitive price and with predictable monthly invoices. Undoubtedly, CC cloud services have matured in the region and offer an extremely attractive value proposition for companies of different sizes and vertical sectors. Not only more tier-1 platforms became widely available in CALA during 2020 (NICE inContact, Bright Pattern and, Twilio, just to mention a few, accelerated and enhanced their CALA go-to-market strategy) but most vendors introduced very aggressive offerings (on top of the free trial alternatives mentioned above), intensifying rivalry in this space. Frost & Sullivan expects that with the release of new platforms in 2021 and 2022 from leading vendors into the CALA marketplace (such as Cisco Webex CC, Avaya OneCloud CCaaS, and Aspect VIA) the competitive pressure will keep climbing to unseen levels in the regional scenario.

Major growth opportunities in this market include, but are not limited to:
• The Future of the CC is Hybrid
• Make Omnichannel and Digital a Reality
• Elevate the Employee Experience
• Competitive Differentiation through a differentiated Value Proposition and Expanded Coverage
• Assure Compliance and Secure Interactions across Channels

This report provides a detailed assessment of the Contact Center Solutions Market in Latin America and the Caribbean (including both Cloud and On-Premise segments), providing segmentations for several variables such as geography, customer size, industry vertical, and market share. The base year of this study is 2020. Revenue and users are forecasted until 2026.

Author: Juan Gonzalez