Frost Radar™: Latin American Cloud Contact Centers, 2023

Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the internet) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider (including telecom service providers). Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis.

This study covers multi-tenant and multi-instance cloud contact center applications but does not include premises-based multi- instance or cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside a customer's premises and accessed using the internet or through a dedicated access point.

The vendor, the service provider, or a third party (i.e., Amazon Web Services [AWS], Azure, Equinix, and Google) can host the infrastructure.
While Frost & Sullivan research on this market includes close to 70 service providers, this Frost RadarTM profiles the 17 more significant players in terms of market reach, user adoption, growth rates, product innovation, and customer experience (CX).

For this comparison, Frost & Sullivan is evaluating full contact center as a service (CCaaS) suite providers in Latin America (besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization [WFO], workforce engagement management [WEM], analytics, and/or use artificial intelligence [AI] to enhance self-service channels, automated interfaces, and several applications).

This analysis highlights only top-tier providers that offered a multi-tenant or a multi-instance cloud CCaaS platform in Latin America by December 2022. Frost & Sullivan considered several other factors for a company to be included in this Frost RadarTM.

• Local market presence and brand awareness: a company must demonstrate that it regularly sells and operates as a cloud CCaaS provider in Latin America and has developed brand awareness through comprehensive, consistent marketing programs, which create strong partnership opportunities for sales and product integrations.
• Local revenue: annual revenue of at least $1.5 million in local sales of cloud CCaaS licenses as of December 2022.
• Local clients: a minimum of 3,000 active cloud CCaaS licenses in Latin America as of December 2022.

This Frost RadarTM is not all-inclusive. Some vendors chose not to participate, could not complete the questionnaire in a timely fashion, or would not provide any data to substantiate growth or revenue in the region.