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22 Sep 2021  |  Latin America
Travel Restrictions and Remote Work Unlock New Growth Potential for Digital-First Engagement
In 2020, remote work and social distancing norms drove millions of businesses to cancel their brick-and-mortar events and shift to webinars and virtual events as an alternative to connect with distributed audiences. Driven by the long term, sustainable impact of distributed and hybrid work and adoption of digital channels, webinars and virtual eve...
17 Sep 2021  |  Latin America
IT/Telecom Buyers’ Perspective On Communications and Collaboration Investment Priorities
This study provides the data collected through an online survey of 468 IT and telecom decision-makers across several customer size segments and diverse industries in Latin America. The survey was conducted during November and December of 2020. Respondents were qualified as follows: • IT/telecom decision-maker in organizations with 10+ emplo...
18 Aug 2021  |  Latin America
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...
11 May 2021  |  Latin America
Strong Support, Simpler Processes, and Cloud Evangelism will Be Crucial for Successful Cloud Adoption and Implementation Post-Pandemic
Latin American businesses continue to pursue the digital transformation they began several years ago, with a growing percentage of companies adopting new technologies and moving data and applications from on-premises data centers to the cloud. In fact, 2020 represented a tipping point for IT investments in the region, with companies splitting their...
07 May 2021  |  Latin America
Cloud, Digital, and Omnichannel Drive Contact Center Solutions Market Growth in Latin America and the Caribbean
The Post-Pandemic Scenario will See a Consolidated Hybrid Environment that Creates Opportunities for Vendor Differentiation
2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...
09 Apr 2021  |  Latin America
The Hybrid Work Environment Propels UCaaS and Cloud Meeting Services in Latin America and the Caribbean
The Pandemic Fosters Innovations and Opens Massive Growth Opportunities
2020 was a disruptive year for the entire world and for the unified communications-as-a-service (UCaaS) and cloud meetings landscape in Latin America and the Caribbean. While these markets were negatively impacted by a tremendous economic downturn along with the loss of millions of jobs (potential users), the demand for remote enterprise communicat...
09 Feb 2021  |  Latin America
A Benchmarking System to Spark Companies to Action—Innovation That Fuels New Deal Flow and Growth Pipelines
Customer experience (CX) is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business’ fate. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX jour...
10 Nov 2020  |  Latin America
The Growth of Cloud Providers in the Region Drives the Momentum for Colocation Services
The Latin American data center services market is growing; companies are beginning to understand the benefits of outsourcing infrastructure to a third party and are starting to lose their fear and mistrust of service providers. There are still considerable opportunities in the Latin American market, with providers expanding facilities and building...
05 Nov 2020  |  Latin America
Automation and Work-at-Home Transforming the Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2025
New Paramount Importance of Remote Interactions Spur Novel Growth Opportunities
The customer experience outsourcing (CXO) services market was significantly hit by the COVID-19 pandemic in 2020, especially when measuring revenue in US dollars. However, the negative impact was not as great as in other economic sectors, as a couple of positive trends were accelerated by the COVID-19 crisis. Social distancing regulations across th...
20 May 2020  |  Latin America
Benchmarking Future Growth Potential
The Latin America and Caribbean (CALA) UCaaS market exhibited a strong, double-digit performance in 2019, in terms of both users and revenue. Future growth is expected and forecast in the double-digit range and will be driven by a growing number of offerings in the market, an increasing acceptance of the cloud as a proven modality for technology co...
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