Contact Centers

The Latin American unified communications (UC) and collaboration market has evolved over the last couple of years. New technologies and applications such as Web collaboration/personal video, UC communications client and audio/video/Web conferencing and mobile applications have penetrated this market, while others are losing ground. The cloud model ...

Companies have been expanding their marketing strategies from mass marketing to targeted marketing in order to increase response rates and sales. But with customers now in control of their corporate relationships, companies realize that they also have to engage with their clients on a customized basisand forward-thinking organizations are doing th...

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...

Years of focus on healthcare reform coupled with the prolonged economic downturn has put pressure on healthcare organizations to figure out how to make changes with scant resources. However, when it comes to customer engagement within the healthcare space, positive developments are proceeding apace. Not only is the level of service improving stea...

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience. But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data a...