Overview on the Latin American Contact Center Applications Markets

Evolution of the CRM Applications in Latin America

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Different markets in the region present different set of opportunities for vendors. Increased activity has been seen along the whole region of a move toward self-service applications and using IVR as a tool for call resolution instead of call routing. The Latin American market also shows a strong interest and initial adoption of analytics solutions. Integrated suites of quality monitoring, workforce management, and analytics are starting to be strongly adopted. Very high on the agenda for most contact centers was the topic of social media. Leading companies and bigger outsourcers are in the experimental stages of using social media as a customer service channel.

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Overview on the Latin American Contact Center Applications Markets, 2012 Contact Center Applications Markets in Latin AmericaApplications for Contact Centers in Latin AmericaContact Center Applications Markets




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