Description

Different markets in the region present different set of opportunities for vendors. Increased activity has been seen along the whole region of a move toward self-service applications and using IVR as a tool for call resolution instead of call routing. The Latin American market also shows a strong interest and initial adoption of analytics solutions. Integrated suites of quality monitoring, workforce management, and analytics are starting to be strongly adopted. Very high on the agenda for most contact centers was the topic of social media. Leading companies and bigger outsourcers are in the experimental stages of using social media as a customer service channel.