Contact Centers

Growth in the Mexican contact center outsourcing services market is expected to be driven by local business and offshoring markets. Central America and the Caribbean are experiencing saturation levels in key cities in Costa Rica and Panama, which represents growth opportunities for alternative locations in the region. This research service provides...

In Latin America, hosted and cloud services for contact centers are emerging as an alternative solution to premises-based contact center applications. These services are owned and operated by third-party providers, and they enable contact centers to be more productive, offering a better service to clients with reduced capital expenditures when comp...

The study covers the quality of Brazilian contact center customer service. For example, PROCON state consumer protection bodies are executing national policies at municipal and state levels, while corporate complaint Web sites ReclameAQUI function to provide customers relief in the network world of LinkedIn, Twitter, and Facebook. While a lot has b...

The Latin American contact center outsourcing services market experienced high growth during 2012 and 2013, mostly in domestic markets. The Latin American market is highly concentrated compared with other regions. This research service will provide metrics regarding market size, revenues by origin, offshoring destinations, and market share. Revenue...

This research service includes analysis of the hosted contact center services market in the Asia-Pacific region. Market sizing and forecasting is provided for Asia Pacific in terms of both seats and revenue. The competitive landscape is examined at a vendor level as well as at a service provider level. Furthermore, profiles of key hosted vendors an...

This study analyzes the contact center systems market of the Latin America region in 2013. The forecast period is 20132019, with 2012 as the base year. Market drivers, restraints, and trends are presented within this work. Frost & Sullivans investigation also includes a competitive analysis and market share discussions of the main industry compan...

This study breaks down the contact center applications market across 13 countries in Asia-Pacific based on 8 application segments including ACD, CTI, IVR, outbound, call monitoring, WFM, speech, and multimedia applications. It presents market sizing and market share by application and by country. Trends are also identified based on technology adopt...

The contact center outsourcing services market in 2012 witnessed a transition in which companies, aiming to seek higher rates of profitability, began embracing new business models detached from price-sensitive offers based on voice and workstations. Participants are repositioning their brands to offer broader solutions, integrating contact center a...

This market insight discusses the various subsectors of contact center analytics: performance analytics, speech analytics, enterprise analytics, and customer interaction analytics. It explores some of the main use cases of contact center analytics and the business benefits that can be derived from them. Adoption trends and vendor approaches across ...