Industries

31 Jan 2022  |  Latin America  |  Market Research

Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

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

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The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools cre...

This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market sizein Mexico and Central America and the Caribbean in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA ...

This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Colombia and Peru in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overse...

This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Argentina and Chile in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others over...

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...

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+ emp...

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  |  Customer Research

Latin-America Cloud User Survey, 2020

Strong Support, Simpler Processes, and Cloud Evangelism will Be Crucial for Successful Cloud Adoption and Implementation Post-Pandemic

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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...

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...