Frost Radar™: Latin American Cloud Contact Center Market, 2021

Frost Radar™: Latin American Cloud Contact Center Market, 2021

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

RELEASE DATE
18-Aug-2021
REGION
Latin America
Research Code: K639-01-00-00-00
SKU: IT04371-LA-MR_25688
$4,950.00
In stock
SKU
IT04371-LA-MR_25688
$4,950.00
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Description

As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers for years to come.

The migration to the cloud accelerated across Latin America recently, and the contact center industry was no exception. The drastic variations in demand for several services during quarantine periods required flexible, scalable, and fast-to-implement solutions. The cloud was able to prove its value by providing those features in an agile and efficient manner, ensuring uninterrupted business continuity, including the ability to deploy work-at-home-agent models.

In a field of dozens of contact center industry participants, Frost & Sullivan is evaluating only full cloud contact center suite providers in Latin America. Besides voice-call routing in the cloud, these providers might have core competencies in other areas, including workforce optimization, workforce engagement management, and/or use of artificial Intelligence to enhance self-service channels and applications. This analysis has highlighted only top-tier providers that offered a multitenant or a multi-instance cloud contact center platform in Latin America by December 2020. Hosted and managed contact center services are not part of this analysis. Telco providers that offer cloud and hosted CC solutions are not included.

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 an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.

Author: Juan Gonzalez

Table of Contents

Strategic Imperative

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Definitions

Frost Radar™: Latin American Cloud Contact Center Market, 2021

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

Amazon Web Services (AWS)

Bright Pattern

Callflex

Callix

Enghouse Interactive

Five9

Genesys

inConcert

Integra

NICE

Talkdesk

Twilio

Vocalcom

WebCentrix

Strategic Insights

Significance of Being on the Frost Radar™

Frost Radar™ Empowers the CEO’s Growth Team

Frost Radar™ Empowers Investors

Frost Radar™ Empowers Customers

Frost Radar™ Empowers the Board of Directors

Frost Radar™: Benchmarking Future Growth Potential

Frost Radar™: Benchmarking Future Growth Potential

Legal Disclaimer

Related Research
As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers for years to come. The migration to the cloud accelerated across Latin America recently, and the contact center industry was no exception. The drastic variations in demand for several services during quarantine periods required flexible, scalable, and fast-to-implement solutions. The cloud was able to prove its value by providing those features in an agile and efficient manner, ensuring uninterrupted business continuity, including the ability to deploy work-at-home-agent models. In a field of dozens of contact center industry participants, Frost & Sullivan is evaluating only full cloud contact center suite providers in Latin America. Besides voice-call routing in the cloud, these providers might have core competencies in other areas, including workforce optimization, workforce engagement management, and/or use of artificial Intelligence to enhance self-service channels and applications. This analysis has highlighted only top-tier providers that offered a multitenant or a multi-instance cloud contact center platform in Latin America by December 2020. Hosted and managed contact center services are not part of this analysis. Telco providers that offer cloud and hosted CC solutions are not included. 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 an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Author: Juan Gonzalez
More Information
No Index No
Podcast No
Author Juan Manuel Gonzalez
Industries Information Technology
WIP Number K639-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,99DF-C1,9A5B-C1,9661