Description

The Latin American contact center applications market generated revenues of $414.8 million in 2008. The first semester of the year presented a healthy growth; however, as economies slowed down in the fourth quarter of 2008, purchase decisions were extended, and contact center projects began to slow down. In this scenario, it is crucial for companies to differentiate. The shift to more common architectures based on industry standards is making inbound contact routing (ICR) systems increasingly more similar to each other. Vendors will be challenged to differentiate their systems as this trend continues and the market matures.