Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools create a seamless and effortless CX while significantly reducing costs across front- and back-end operations. Artificial intelligence, advanced analytics, omnichannel capabilities, natural language processing (NLP), and streamlined security tools have important roles in this competitive and dynamic market. With COVID-19 social distancing measures limiting physical encounters, relationships between brands and consumers became mostly virtual, driving demand for contact center and remote CX services. The pandemic also brought about new challenges for in-house contact center operations, including the management of major remote operations, the implementation of several technologies to facilitate the work-from-home model, and significant investments needed to provide a high-quality CX. More and more companies started to outsource the bulk of their CX practices, which created major growth opportunities for business process outsourcing providers. In a highly fragmented market composed of more than 200 organizations, Frost & Sullivan independently plotted the top 18 companies in this Frost Radar™ analysis in terms of market reach, user adoption, growth rates, product innovation, and customer experience. The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients. Author: Sebastian Menutti