Latin American Contact Center Systems Market 2015

Analytics, Workforce Management, and Quality Monitoring will Leverage Market Growth by 2020

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This research services provides market sizing and forecasts for premises-based contact center systems in Latin America. The product segments covered include: inbound contact routing, interactive voice response (IVR) and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segment, industry vertical, and contact center size. The study also provides vendor market shares for each of the product segments; for each of the regions, comprising Brazil, Mexico, Central America and the Caribbean, the Andean Region, and the Southern Cone; and for the total market

Table of Contents

1. Total Contact Center Systems Market: Latin America, 2014
Market Segments
Product Definitions
Revenue Definitions
Notes
2. Executive Summary
3. Total Contact Center Systems Market: Market Drivers and Restraints, Latin America, 2015–2020
Market Drivers
Increased focus on improving strategies to support omni-channel experience through application functionality
Rise in demand for contact center analytics, WFM, and QM applications
Relevant penetration of legacy infrastructure within medium and large contact centers in the region
Emergence of virtual and automated assistance
Market Restraints
Devaluation of Latin American currencies and slowdown of the Brazilian economy
Gradual movement of the market to cloud-based contact center solutions
Small and medium-sized companies' investments are being limited by the CAPEX model
Rise in operational complexity due to the addition of new contact channels
4. Total Contact Center Systems Market: Revenue Forecast by Product Segment, Latin America, 2013–2020
5. Total Contact Center Systems Market: Percent Revenue Forecast by Product Segment, Latin America, 2013–2020
6. Total Contact Center Systems Market: Revenue Forecast by Industry Vertical, Latin America, 2013–2020
7. Total Contact Center Systems Market: Revenue Forecast by Contact Center Size, Latin America, 2013–2020
8. Total Contact Center Systems Market: Revenue Forecast by Industry Vertical, Latin America, 2013–2020
9. Total Contact Center Systems Market: Revenue Forecast by Region, Latin America, 2013–2020
10. Total Contact Center Systems Market: Percent Revenue Breakdown, Latin America, 2013 and 2014
11. Total Contact Center Systems Market: Market Share by Product Revenue, Latin America, 2014
Avaya
Genesys
NICE
Verint
Others
12. ICR Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
Avaya
Genesys
Cisco
Unify Enterprise Communications Pvt Ltd
Others
13. IVR and Voice Portal Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
Avaya
Genesys
Cisco
TecnoVoz
Others
14. OBD Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
Altitude Software
Avaya
Aspect Software
Genesys
Others
15. QM Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
NICE
Verint
Interactive Intelligence, Inc.
Genesys
Others
16. WFM Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
Verint
NICE
Genesys
Avaya
Others
17. Contact Center Analytics Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
NICE
Verint
Genesys
Avaya
Others
18. Contact Center Systems Market: Percent Revenue Breakdown, Brazil, 2013 and 2014
Avaya
NICE
Genesys
Verint
Others
19. Contact Center Systems Market: Percent Revenue Breakdown, Mexico, 2013 and 2014
Avaya
Genesys
Cisco
NICE
Others
20. Contact Center Systems Market: Percent Revenue Breakdown, Central America and the Caribbean, 2013 and 2014
Avaya
Cisco
Verint
Genesys
Others
21. Contact Center Systems Market: Percent Revenue Breakdown, Andean Region, 2013 and 2014
Avaya
Genesys
Interactive Intelligence
Altitude Software
Others
22. Contact Center Systems Market: Percent Revenue Breakdown, Southern Cone, 2013 and 2014
Avaya
TecnoVoz
Genesys
Verint
Others
23. Key Takeaways
24. Appendix - Contact Center Systems Market: Products Offered by Vendors, Latin America, 2014
25. Legal Disclaimer


List of Figures & Charts

1. Market Segments
2. Total Contact Center Systems Market: Market Drivers and Restraints, Latin America, 2015–2020
3. Total Contact Center Systems Market: Revenue Forecast by Product Segment, Latin America, 2013–2020
4. Total Contact Center Systems Market: Revenue Forecast by Industry Vertical, Latin America, 2013–2020
5. Total Contact Center Systems Market: Revenue Forecast by Contact Center Size, Latin America, 2013–2020
6. Total Contact Center Systems Market: Revenue Forecast by Region, Latin America, 2013–2020
7. Total Contact Center Systems Market: Percent Revenue Breakdown, Latin America, 2013 and 2014
8. ICR Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
9. IVR and Voice Portal Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
10. OBD Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
11. QM Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
12. WFM Systems Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
13. Contact Center Analytics Segment: Percent Revenue Breakdown, Latin America, 2013 and 2014
14. Contact Center Systems Market: Percent Revenue Breakdown, Brazil, 2013 and 2014
15. Contact Center Systems Market: Percent Revenue Breakdown, Mexico, 2013 and 2014
16. Contact Center Systems Market: Percent Revenue Breakdown, Central America and the Caribbean, 2013 and 2014
17. Contact Center Systems Market: Percent Revenue Breakdown, Andean Region, 2013 and 2014
18. Contact Center Systems Market: Percent Revenue Breakdown, Southern Cone, 2013 and 2014
19. Contact Center Systems Market: Products Offered by Vendors, Latin America, 2014


1. Total Contact Center Systems Market: Percent Revenue Forecast by Product Segment, Latin America, 2013–2020
2. Total Contact Center Systems Market: Revenue Forecast by Industry Vertical, Latin America, 2013–2020
3. Total Contact Center Systems Market: Market Share by Product Revenue, Latin America, 2014



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