Contact Centers

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The Brazilian BPO and contact center outsourcing services market witnessed a revenue increase of 4.7% in 2013, when measured in reais (R$). However, when measured in U.S. dollars, it itranslates into a downturn of 5.1% (given the current exchange instability). The market remains highly concentrated around the top 5 participants.  However, small co...

The Contact Center Outsourcing (CCO) Services Market in Argentina slightly decreased in revenue in 2013 because of the exit of providers during the year as a result of the low profitability margins. On the other hand, the CCO services market in Chile exhibited a mild revenue growth in 2013, mostly based on the domestic business, as several offshori...

The Latin American unified communications (UC) and collaboration market has evolved over the last couple of years. New technologies and applications such as Web collaboration/personal video, UC communications client and audio/video/Web conferencing and mobile applications have penetrated this market, while others are losing ground. The cloud model ...

Growth in the Mexican contact center outsourcing services market is expected to be driven by local business and offshoring markets. Central America and the Caribbean are experiencing saturation levels in key cities in Costa Rica and Panama, which represents growth opportunities for alternative locations in the region. This research service provides...

In Latin America, hosted and cloud services for contact centers are emerging as an alternative solution to premises-based contact center applications. These services are owned and operated by third-party providers, and they enable contact centers to be more productive, offering a better service to clients with reduced capital expenditures when comp...