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

Flexibility and Scalability Concerns to Catalyze Uptake of Cloud Model

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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.

Table of Contents

1. Executive Summary
Market Engineering Measurements: Total Hosted and Cloud Contact Center Market, Latin America, 2015
Market Revenue
Compound Annual Growth Rate
Market Concentration
2. Market Overview
Research Scope
Research Methodology
Geographical Coverage
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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
9. Appendix
Market Engineering Methodology
Market Engineering Measurements
Companies Interviewed

Infographic



List of Figures & Charts

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



Keyword1
cloud contact center
Keyword2
cloud-based contact center
Keyword3
cloud contact center

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