Latin American Contact Center Systems Market, Forecast to 2021

Latin American Contact Center Systems Market, Forecast to 2021

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

RELEASE DATE
02-Nov-2016
REGION
Latin America
Research Code: K0EA-01-00-00-00
SKU: IT03156-LA-MR_19141
$4,950.00
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SKU
IT03156-LA-MR_19141
$4,950.00
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Description

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

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

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

Market Drivers

Market Restraints

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

Revenue Forecast by Product Segment

Percent Revenue Forecast by Product Segment

Revenue Forecast by Industry Vertical

Percent Revenue Forecast by Industry Vertical

Revenue Forecast by Contact Center Size

Percent Revenue Forecast by Contact Center Size

Revenue Forecast by Region

Percent Revenue Forecast by Region

Percent Revenue Breakdown

Market Share by Product Revenue

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

Percent Revenue Breakdown

Market Share

List of Figures
  • 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
List of Charts
  • 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
Related Research
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.
More Information
No Index No
Podcast No
Table of Contents | 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~ | 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~ | 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~ | 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~ | Forecast by Product Segment~ || Revenue Forecast by Product Segment~ || Percent Revenue Forecast by Product Segment~ | Forecast by Industry Vertical~ || Revenue Forecast by Industry Vertical~ || Percent Revenue Forecast by Industry Vertical~ | Forecast by Contact Center Size~ || Revenue Forecast by Contact Center Size~ || Percent Revenue Forecast by Contact Center Size~ | Forecast by Region~ || Revenue Forecast by Region~ || Percent Revenue Forecast by Region~ | Market Share—Total Market~ || Percent Revenue Breakdown~ || Market Share by Product Revenue~ | Market Share–ICR~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–IVR~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–OBD~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–QM~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–WFM~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–Analytics~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–Brazil~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–Mexico~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–CaCar~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–Andean Region~ || Percent Revenue Breakdown~ || Market Share~ | Market Share–Southern Cone~ || Percent Revenue Breakdown~ || Market Share~ | Key Takeaways~ | Appendix~ | Legal Disclaimer~
List of Charts and Figures 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~
Author Maiara Munhoz
Industries Information Technology
WIP Number K0EA-01-00-00-00
Is Prebook No