SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

Call center Grow in Latin America

August 11, 2014

For some time now, analysts and market research experts having been predicting the end of traditional call centers. Cloud solutions are in, they said, and traditional call center setup had no place anymore, they claimed.

Well, they may be wrong, at least in Latin America.

Cloud solutions may be the new favorites of contact center service providers, but that will not stop from contact center solutions from registering an impressive growth in Latin America. In its new report, “Latin American Contact Center Systems Market 2014,” Frost & Sullivan (News - Alert) found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.


And there’s more good news for the future. According to the findings, Frost & Sullivan expects this to go up to $380.6 million in 2018. The range of the study includes inbound contact routing, interactive voice response (IVR) and voice portals, as well as outbound dialers, quality monitoring, workforce management, and contact center analytic systems.

But the findings do not mean that traditional contact center companies will have it easy in this market. Small and medium companies are showing an unprecedented interest in cloud technologies and this is a technology shift waiting to happen sooner or later. When that happens, traditional contact centers are likely to find going tough, the report warns.

“Nevertheless, most of larger companies in the region continue to own and control legacy infrastructure and the applications provided by on-premise models, as they remain skeptical about the information security and reliability of cloud-based solutions," said Frost & Sullivan Information and Communication Technologies Industry Analyst Maiara Paula Munhoz. "This will present immense growth potential for vendors, especially in the IVR and contact center analytics segments.”

In another report, Frost & Sullivan had reported that there will be increased growth in IP Telephony for enterprises in Latin America over the next six years. This is mainly because of stronger reliability of services in that region these days, the report noted. 





Follow Us On:

Hosted Call Center Social Networks
Resources

Visit our call center industry resource library and learn how to optimize your contact center for maximum profitability.


Find these resources and more at incontact.com

LEARN MORE
››

Featured Executive Priorities
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities

Is your business prepared to succeed over the next 12 to 24 months? Each year, business leaders - regardless of size, industry sector or geographic location - sit down to budget for the coming year (and beyond, in some cases).

Download now ››

Featured Datasheets
inContact ACD

Featuring rich multi-channel ACD software to optimize your customer interactions.

Download now ››

inContact Chat

inContact makes it easy to configure and route incoming chats to your agents. The application can automatically provide the chat requestor with a message indicating their position in queue.

Download now ››

inContact Work Item Routing: SalesForce Case Routing

Lots of contact centers use SalesForce. Each day hundreds, even thousands of cases are referenced, created, and modified.

Download now ››

blog comments powered by Disqus

Technology Marketing Corporation

800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2014 Technology Marketing Corporation. All rights reserved.