Latin American Hosted and Cloud Contact Center Market, Forecast to 2020

Latin American Hosted and Cloud Contact Center Market, Forecast to 2020

Flexibility and Scalability Concerns to Catalyze Uptake of Cloud Model

RELEASE DATE
16-Mar-2016
REGION
Latin America
Research Code: K01D-01-00-00-00
SKU: IT02987-LA-MR_17061

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
IT02987-LA-MR_17061

$4,950.00

$3,712.50 save 25 %

DownloadLink

Pay by invoice

ENQUIRE NOW

Description

This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015. The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management). The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers.

RESEARCH: INFOGRAPHIC

This infographic presents a brief overview of the research, and highlights the key topics discussed in it.
Click image to view it in full size

Table of Contents

Market Engineering Measurements: Total Hosted and Cloud Contact Center Market, Latin America, 2015

  • Market Revenue
  • Compound Annual Growth Rate
  • Market Concentration

Research Scope

Research Methodology

Geographical Coverage

Hosted Contact Center Market

Key Market Trends

Key Pricing Trends

  • Hosted Automatic Call Distributor (ACD)
  • Hosted Interactive Voice Response (IVR)
  • Hosted outbound customer contact services
  • Hosted Agent Performance Optimization (APO)

Key Market Drivers, Latin America, 2016–2020

Key Market Restraints, Latin America, 2016–2020

Forecast Assumptions

Revenue Forecast, Latin America, 2015–2020

Percent Revenue Breakdown, Latin America, 2015

Company Market Share Analysis of Top 8 Participants, Latin America, 2015

Key Solution Features Available in Latin America— Application Providers/Vendors

Features by Application Providers, Latin America, 2015

Key Solution Features Available in Latin America— Service Provider and Channels

Features/Functionality by Service Providers, Latin America, 2015

Recommendations for End Users

Recommendations for Service Providers

Predictions

Legal Disclaimer

Market Engineering Methodology

Market Engineering Measurements

Companies Interviewed

List of Figures
  • 1. Total Hosted and Cloud Contact Center Market: Market Engineering Measurements, Latin America, 2015
  • 2. Total Hosted and Cloud Contact Center Market: Key Market Drivers, Latin America, 2016–2020
  • 3. Total Hosted and Cloud Contact Center Market: Key Market Restraints, Latin America, 2016–2020
  • 4. Total Hosted and Cloud Contact Center Market: Revenue Forecast, Latin America, 2015–2020
  • 5. Contact Center Services Market: Hosted and Cloud Contact Center Market Revenue versus Total Contact Center Market Revenue, Latin America, 2015 and 2020
  • 6. Hosted and Cloud Contact Center Market: Percent Revenue Split by Region, Latin America, 2015
  • 7. Hosted and Cloud Contact Center Market: Revenue Forecast by Segment, Latin America, 2015–2020
  • 8. Hosted and Cloud Contact Center Market: Percent Revenue Breakdown, Latin America, 2015
  • 9. Hosted and Cloud Contact Center Market: Company Market Share Analysis of Top 8 Participants, Latin America, 2015
  • 10. Hosted and Cloud Contact Center Market: Features by Application Providers, Latin America, 2015
  • 11. Hosted and Cloud Contact Center Market: Features/Functionality by Service Providers, Latin America, 2015
Related Research
This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015. The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management). The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers.--BEGIN PROMO--

More Information
No Index No
Podcast No
Table of Contents | Executive Summary~ || Market Engineering Measurements: Total Hosted and Cloud Contact Center Market, Latin America, 2015~ ||| Market Revenue~ ||| Compound Annual Growth Rate~ ||| Market Concentration~ | Market Overview~ || Research Scope~ || Research Methodology~ || Geographical Coverage~ | Market Definitions~ || Hosted Contact Center Market~ ||| Hosted Automatic Call Distributor (ACD)~ ||| Hosted Interactive Voice Response (IVR)~ ||| Hosted outbound customer contact services~ ||| Hosted Agent Performance Optimization (APO)~ || Key Market Trends~ ||| Mature and cost-conscious businesses are looking to invest increasingly less on infrastructure~ ||| Hosted and Cloud Contact Center Market offering is very unequal among vendors, service providers, and channel partners.~ || Key Pricing Trends~ | Drivers and Restraints—Total Hosted and Cloud Contact Center Market~ || Key Market Drivers, Latin America, 2016–2020~ ||| Flexible scalability and business agility~ ||| Managing technology not a core competency for contact centres~ ||| Reducing the total cost of ownership (TCO) of contact centre IT~ ||| Shift from upfront capital investment to usage-based ongoing expense model~ || Key Market Restraints, Latin America, 2016–2020~ ||| Perceived lack of network security and customer data privacy~ ||| Insufficient network availability and stability~ ||| IT infrastructure refresh cycle~ ||| Perception of reliability assurance~ | Forecast and Trends—Total Hosted and Cloud Contact Center Market~ || Forecast Assumptions~ || Revenue Forecast, Latin America, 2015–2020~ ||| Hosted and Cloud Contact Center Market Revenue versus Total Contact Center Market Revenue, Latin America, 2015 and 2020~ ||| Percent Revenue Split by Region, Latin America, 2015~ ||| Revenue Forecast by Segment, Latin America, 2015–2020~ | Market Share and Competitive Analysis~ || Percent Revenue Breakdown, Latin America, 2015~ ||| Sixbell~ ||| ININ~ ||| InConcert~ ||| Crossnet~ ||| Others~ || Company Market Share Analysis of Top 8 Participants, Latin America, 2015~ | Representative Vendor and Service Provider Profiles~ || Key Solution Features Available in Latin America— Application Providers/Vendors~ || Features by Application Providers, Latin America, 2015~ ||| Aspect~ ||| Avaya~ ||| Five9~ ||| Genesys~ ||| InConcert~ ||| Interactive Intelligence~ ||| Nice Systems~ ||| Verint~ || Key Solution Features Available in Latin America— Service Provider and Channels~ || Features/Functionality by Service Providers, Latin America, 2015~ ||| British Telecom~ ||| Telefonica~ | The Last Word~ || Recommendations for End Users~ ||| Why Migrate to the Cloud?~ ||| What to Look for in a Hosted and Cloud Contact Center Vendor?~ ||| How to Achieve Success in the Cloud?~ ||| Why will Moving to the Cloud Give me a Competitive Advantage?~ || Recommendations for Service Providers ~ || Predictions ~ || Legal Disclaimer~ | Appendix~ || Market Engineering Methodology~ || Market Engineering Measurements~ || Companies Interviewed~
List of Charts and Figures 1. Total Hosted and Cloud Contact Center Market: Market Engineering Measurements, Latin America, 2015~ 2. Total Hosted and Cloud Contact Center Market: Key Market Drivers, Latin America, 2016–2020~ 3. Total Hosted and Cloud Contact Center Market: Key Market Restraints, Latin America, 2016–2020~ 4. Total Hosted and Cloud Contact Center Market: Revenue Forecast, Latin America, 2015–2020~ 5. Contact Center Services Market: Hosted and Cloud Contact Center Market Revenue versus Total Contact Center Market Revenue, Latin America, 2015 and 2020~ 6. Hosted and Cloud Contact Center Market: Percent Revenue Split by Region, Latin America, 2015~ 7. Hosted and Cloud Contact Center Market: Revenue Forecast by Segment, Latin America, 2015–2020~ 8. Hosted and Cloud Contact Center Market: Percent Revenue Breakdown, Latin America, 2015~ 9. Hosted and Cloud Contact Center Market: Company Market Share Analysis of Top 8 Participants, Latin America, 2015~ 10. Hosted and Cloud Contact Center Market: Features by Application Providers, Latin America, 2015~ 11. Hosted and Cloud Contact Center Market: Features/Functionality by Service Providers, Latin America, 2015~
Author Maiara Munhoz
Industries Information Technology
WIP Number K01D-01-00-00-00
Keyword 1 Cloud Contact Center
Keyword 2 Cloud-Based Contact Center
Keyword 3 Cloud Contact Center in Latin America
Is Prebook No