Virtual Agents in the Latin American Market

Companies Win 3 WaysOperational Costs Drop, Productivity Rises, and Customer Interaction Improves

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The development of new, diverse channels such as the interactive voice response (IVR), social media, chat, and short message service (SMS) has driven customers to demand more qualified, personalized services, which has led to a greater adoption of virtual agent (VA) applications. Furthermore, specifically in Brazil, the increase in purchase power has had a relevant impact on the market by increasing the demand for products and services. In turn, some companies have begun to adopt VAs to revamp their customer service offering, most importantly due to the reduction in operational costs and the productivity increase provided by them.

Table of Contents

Virtual Agents in the Latin American MarketExecutive SummaryKey FindingsMarket OverviewDefinitionsDefinitions (continued)Definitions (continued)Market IntroductionIntroduction—Self-service ApplicationsIntroduction—Self-service Applications (continued)Introduction—Self-service Applications (continued)Introduction—Self-service Applications (continued)Market Trends and AnalysisSocioeconomic Impact on Customer Service in BrazilSocioeconomic Impacts on Customer Service in Brazil (continued)VAs—BenefitsVAs—Benefits (continued)VAs—Early Adopters in BrazilVAs—Main UsesVAs—Main Uses (continued)Case StudiesVAs—Selected Solutions OverviewNext IT—Company OverviewNext IT—Best Practices Case in BrazilGenesys Prime—Company OverviewGenesys Prime—Best Practices Case in BrazilGenesys Prime—Best Practices Case in Brazil (continued)Bluelab—Top Success Cases in BrazilAivo—Top Success Cases in Brazil and ArgentinaNuance—Company OverviewNuance—Success Case in the United StatesThe Last WordThe Last WordLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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