Latin American Contact Center Systems Market, Forecast to 2021

Thinking Outside the "Contact Center" Box and into Innovation, Business Transformation and Industry Verticals

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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. Market Definitions
Market Segments
Product Definitions
Inbound Contact Routing (ICR) Systems
Interactive Voice Response (IVR)
Outbound Dialer (OBD) Systems
Quality Monitoring (QM) Systems
Workforce Management (WFM) Systems
Contact Center Analytics Systems
Revenue Definitions
2. Executive Summary
Latin America is responding to diminished resources
Contact center on-premises product revenue in Latin America declined in the ICR
Revenue market shares are expected to decline further in the ICR
3. Drivers and Restraints
Market Drivers
Innovation and transformation through analytics
Differentiation of solutions tailored to specific industry verticals
Relevant penetration of legacy infrastructure within medium and large contact centers in the region
Market Restraints
Brazilian economic crisis
Small-sized companies' investments are being limited by the CAPEX model
Increasing focus on cloud contact center solutions from major vendors
4. Growth Opportunity
Growth Opportunity 1: Social Media
Growth Opportunity 2: Move to the Cloud
Growth Opportunity 3: Omni-channel Customer Experience (CX)
Growth Opportunity 4: Automation via Artificial Intelligence (AI)
Growth Opportunity 5: Virtual Agent/Advisor
5. Forecast by Product Segment
Revenue Forecast by Product Segment
Percent Revenue Forecast by Product Segment
6. Forecast by Industry Vertical
Revenue Forecast by Industry Vertical
Percent Revenue Forecast by Industry Vertical
7. Forecast by Contact Center Size
Revenue Forecast by Contact Center Size
Percent Revenue Forecast by Contact Center Size
8. Forecast by Region
Revenue Forecast by Region
Percent Revenue Forecast by Region
9. Market Share—Total Market
Percent Revenue Breakdown
Market Share by Product Revenue
10. Market Share–ICR
Percent Revenue Breakdown
Market Share
11. Market Share–IVR
Percent Revenue Breakdown
Market Share
12. Market Share–OBD
Percent Revenue Breakdown
Market Share
13. Market Share–QM
Percent Revenue Breakdown
Market Share
14. Market Share–WFM
Percent Revenue Breakdown
Market Share
15. Market Share–Analytics
Percent Revenue Breakdown
Market Share
16. Market Share–Brazil
Percent Revenue Breakdown
Market Share
17. Market Share–Mexico
Percent Revenue Breakdown
Market Share
18. Market Share–CaCar
Percent Revenue Breakdown
Market Share
19. Market Share–Andean Region
Percent Revenue Breakdown
Market Share
20. Market Share–Southern Cone
Percent Revenue Breakdown
Market Share
21. Key Takeaways
22. Appendix
23. Legal Disclaimer


List of Figures & Charts

1. Total Contact Center Systems Market: Market Drivers and Restraints, Latin America, 2016–2021
2. Total Contact Center Systems Market: Revenue Forecast by Product Segment, Latin America, 2014–2021
3. Total Contact Center Systems Market: Revenue Forecast by Industry Vertical, Latin America, 2014–2021
4. Total Contact Center Systems Market: Revenue Forecast by Contact Center Size, Latin America, 2014–202
5. Total Contact Center Systems Market: Revenue Forecast by Region, Latin America, 2014–2021
6. Total Contact Center Systems Market: Percent Revenue Breakdown, Latin America, 2014 and 2015
7. ICR Systems Segment: Percent Revenue Breakdown, Latin America, 2014 and 2015
8. IVR and Voice Portal Systems Segment: Percent Revenue Breakdown, Latin America, 2014 and 2015
9. OBD Systems Segment: Percent Revenue Breakdown, Latin America, 2014 and 2015
10. QM Systems Segment: Percent Revenue Breakdown, Latin America, 2014 and 2015
11. WFM Systems Segment: Percent Revenue Breakdown, Latin America, 2014 and 2015
12. Contact Center Analytics Segment: Percent Revenue Breakdown, Latin America, 2014 and 2015
13. Contact Center Systems Market: Percent Revenue Breakdown, Brazil, 2014 and 2015
14. Contact Center Systems Market: Percent Revenue Breakdown, Mexico, 2014 and 2015
15. Contact Center Systems Market: Percent Revenue Breakdown, Central America and the Caribbean, 2014 and 2015
16. Contact Center Systems Market: Percent Revenue Breakdown, Andean Region, 2014 and 2015
17. Contact Center Systems Market: Percent Revenue Breakdown, Southern Cone, 2014 and 2015
18. Contact Center Systems Market: Products Offered by Vendors, Latin America, 2015


1. Total Contact Center Systems Market: Latin America, 2015
2. Total Contact Center Systems Market: Percent Revenue Forecast by Product Segment, Latin America, 2014–2021
3. Total Contact Center Systems Market: Percent Revenue Forecast by Industry Vertical, Latin America, 2014–2021
4. Total Contact Center Systems Market: Percent Revenue Forecast by Contact Center Size, Latin America, 2014–2021
5. Total Contact Center Systems Market: Percent Revenue Forecast by Region, Latin America, 2014–2021
6. Total Contact Center Systems Market: Market Share by Product Revenue, Latin America, 2015
7. ICR Systems Segment: Percent Revenue Breakdown, Latin America, 2015
8. IVR and Voice Portal Systems Segment: Percent Revenue Breakdown, Latin America, Latin America, 2015
9. OBD Systems Segment: Percent Revenue Breakdown, Latin America, 2015
10. QM Systems Segment: Percent Revenue Breakdown, Latin America, 2015
11. WFM Systems Segment: Percent Revenue Breakdown, Latin America, 2015
12. Contact Center Analytics Segment: Percent Revenue Breakdown, Latin America, 2015
13. Contact Center Systems Market: Percent Revenue Breakdown, Brazil, 2015
14. Contact Center Systems Market: Percent Revenue Breakdown, Mexico, 2015
15. Contact Center Systems Market: Percent Revenue Breakdown, Central America and the Caribbean, 2015
16. Contact Center Systems Market: Percent Revenue Breakdown, Andean Region, 2015
17. Contact Center Systems Market: Percent Revenue Breakdown, Southern Cone, 2015



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