Information Technology Frost Radar™: Latin American Cloud Contact Centers, 2023

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines


RELEASE DATE
19-May-2023
REGION
Latin America
DELIVERABLE TYPE
Frost Radar

RESEARCH CODE
K8F0-01-00-00-00
SKU
IT04709-LA-MR_27690
Yes
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Frost Radar™: Latin American Cloud Contact Centers, 2023
Published on: 19-May-2023 | SKU: IT04709-LA-MR_27690

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Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the internet) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider (including telecom service providers). Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis.

This study covers multi-tenant and multi-instance cloud contact center applications but does not include premises-based multi- instance or cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside a customer's premises and accessed using the internet or through a dedicated access point.

The vendor, the service provider, or a third party (i.e., Amazon Web Services [AWS], Azure, Equinix, and Google) can host the infrastructure.
While Frost & Sullivan research on this market includes close to 70 service providers, this Frost RadarTM profiles the 17 more significant players in terms of market reach, user adoption, growth rates, product innovation, and customer experience (CX).

For this comparison, Frost & Sullivan is evaluating full contact center as a service (CCaaS) suite providers in Latin America (besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization [WFO], workforce engagement management [WEM], analytics, and/or use artificial intelligence [AI] to enhance self-service channels, automated interfaces, and several applications).

This analysis highlights only top-tier providers that offered a multi-tenant or a multi-instance cloud CCaaS platform in Latin America by December 2022. Frost & Sullivan considered several other factors for a company to be included in this Frost RadarTM.

• Local market presence and brand awareness: a company must demonstrate that it regularly sells and operates as a cloud CCaaS provider in Latin America and has developed brand awareness through comprehensive, consistent marketing programs, which create strong partnership opportunities for sales and product integrations.
• Local revenue: annual revenue of at least $1.5 million in local sales of cloud CCaaS licenses as of December 2022.
• Local clients: a minimum of 3,000 active cloud CCaaS licenses in Latin America as of December 2022.

This Frost RadarTM is not all-inclusive. Some vendors chose not to participate, could not complete the questionnaire in a timely fashion, or would not provide any data to substantiate growth or revenue in the region.

Latin American Cloud Contact Centers 2023

  • Latin American Cloud Contact Centers

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

  • Market Share (previous 3 years)
    This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
  • Growth Pipeline
    This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

  • INNOVATION SCALABILITY
    This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
  • COMPETITIVE INTENSITY
    Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.

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Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the internet) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider (including telecom service providers). Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis. This study covers multi-tenant and multi-instance cloud contact center applications but does not include premises-based multi- instance or cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside a customer's premises and accessed using the internet or through a dedicated access point. The vendor, the service provider, or a third party (i.e., Amazon Web Services [AWS], Azure, Equinix, and Google) can host the infrastructure. While Frost & Sullivan research on this market includes close to 70 service providers, this Frost RadarTM profiles the 17 more significant players in terms of market reach, user adoption, growth rates, product innovation, and customer experience (CX). For this comparison, Frost & Sullivan is evaluating full contact center as a service (CCaaS) suite providers in Latin America (besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization [WFO], workforce engagement management [WEM], analytics, and/or use artificial intelligence [AI] to enhance self-service channels, automated interfaces, and several applications). This analysis highlights only top-tier providers that offered a multi-tenant or a multi-instance cloud CCaaS platform in Latin America by December 2022. Frost & Sullivan considered several other factors for a company to be included in this Frost RadarTM. • Local market presence and brand awareness: a company must demonstrate that it regularly sells and operates as a cloud CCaaS provider in Latin America and has developed brand awareness through comprehensive, consistent marketing programs, which create strong partnership opportunities for sales and product integrations. • Local revenue: annual revenue of at least $1.5 million in local sales of cloud CCaaS licenses as of December 2022. • Local clients: a minimum of 3,000 active cloud CCaaS licenses in Latin America as of December 2022. This Frost RadarTM is not all-inclusive. Some vendors chose not to participate, could not complete the questionnaire in a timely fashion, or would not provide any data to substantiate growth or revenue in the region.
More Information
Deliverable Type Frost Radar
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 Cloud Contact Center Providers
Keyword 2 cloud based contact center
Keyword 3 cloud contact center as a service
Podcast No
WIP Number K8F0-01-00-00-00

Frost Radar™: Latin American Cloud Contact Centers, 2023

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
IT04709-LA-MR_27690