Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
Hosted/Cloud Solutions Leading Market Growth Through Innovation and Flexibility
* Required Fields
Pay by invoice
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 traditional vendors from the on-premise contact center solutions arena, such as Genesys, InConcert and NICE, are increasing their overall share in the contact center market (cloud/premise) as they begin to position hosted/cloud solutions of their own. However, the sum of their sales is not reflected in this study. The total market share is difficult to determine as some vendors provide cloud solutions directly, but also sell through cloud partners who then get credit for those solutions in their own cloud market share numbers, rather than that revenue being attributed to the OEM supplier.This updated research shows that on-premise contact center solutions market remains relevant, while the hosted/cloud market finally gained traction in the region. Furthermore, revenue for the on-premise solutions market will keep showing a positive growth trend during the forecast period, with a decent 4.3% CAGR during 2018–2024. The increased adoption of hybrid solutions and the fact that companies in CALA push to get the most value out of existing infrastructure is keeping this market afloat. On the contrary, revenue for the hosted and cloud contact center market in the region will experience robust growth in all application segments. The total hosted/cloud market registered a revenue growth of 37.1% in 2018.According to recent findings from Frost & Sullivan, only 20% of the current CC users in the region have an omnichannel solution in place, which represents a clear upselling opportunity. Companies are still integrating newer contact channels such as mobile, chat, messaging, and social media, while facing enormous challenges to provide omnichannel customer experiences (CXs).Omnichannel CX is a key part of the shift toward a new digital landscape, providing a seamless journey no matter the customer’s starting or re-engagement point. Omnichannel CX capabilities will be the leading differentiator for vendors in the years to come. Providers are working on adding new product capabilities enabled by mobile, cloud, social, messaging, WebRTC, Big Data, and personalization, along with richer integrations to differentiate their solution portfolios. The inclusion of maturing technologies, such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) will also drive growth as companies seek to add intelligence to existing applications, and new self-service channels.
This report examines the contact center solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate reports for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year the reports are combined.
Key Issues Addressed
Author: Juan Manuel Gonzalez
Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day and Symposium, 2019
Infusing AI into the Retail Customer Experience
Global End-user Priorities for Customer Engagement, 2019
Why People Must be a Critical Aspect of Digital Transformation
English Proficiency is the New Black
End User Priorities in Digital Transformation, Latin America, 2019
End User Priorities in Digital Transformation, Asia-Pacific, 2019
Growth Opportunities in the North American Contact Center Market, Forecast to 2023
Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024
End User Priorities in Digital Transformation, Europe, 2019
augmented reality market
cyber security market
alternative energy market
residential energy storage market
medical robots market
aerospace industry outlook
heavy truck market
industrial robotics market
agricultural drones market
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.