Contact Centers

This research services provides market sizing and forecasts for premises-based contact center systems in Latin America. The product segments covered include: inbound contact routing, interactive voice response (IVR) and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market f...

16 Sep 2015  |  Asia Pacific

Analysis of the Asia-Pacific Contact Center Applications Market

Omni-channel Integration Consolidates Communication Platforms

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Contact centers are actively transforming from call centers to customer engagement centers. This study breaks down the contact center applications market across 14 countries in Asia-Pacific based on 8 application segments: ACD, CTI, IVR, outbound systems, call monitoring, WFM, speech technology, and multimedia systems. It presents the market sizing...

This market insight identifies the current state of the market in terms of opportunities for service providers over the next 5 years. It also highlights the leading trends characterizing the data center and cloud computing market that are expected to remain dominant over the next 5 years. Key recommendations are provided for service providers to ta...

This Market Insight examines key trends, vendor performance, and vertical and horizontal revenue and trends in the Indian contact center applications market. Customer service is a critical differentiating factor amongst businesses. Organizations are showing more willingness to invest in new processes and solutions to enhance customer service and im...

This research service includes analysis of the hosted contact center services market in the Asia-Pacific region. Market sizing and forecasting are provided for Asia-Pacific, in terms of seats and revenue. The competitive landscape is examined at the vendor level and at the service provider level. Regional analyses and forecasting are presented for ...

Maintaining global competitiveness is a complex pursuit for enterprises across industry verticals. Intensifying competition in the business-to-consumer space, with decreasing customer loyalty and higher customer expectations, is proving to be a challenge for product and service providers. This market insight examines the emerging trends in the omni...

The contact center outsourcing services market in Latin America is expected to attain growth through the end of 2014, driven by a strong performance from regions such as Colombia, Mexico, Central America & the Caribbean, and Peru. While domestic business in the region is predicted to grow at a moderate rate, the offshore services provided from Lati...

This study breaks down the contact center applications market across 13 countries in the Asia-Pacific region based on 8 application segments including Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response, Outbound, Call Monitoring, Workforce Management (WFM), Speech Technology, and Multimedia applicatio...

Remote work has not yet been largely adopted in Latin America, especially due to the lack of specific legislation regarding this work modality and its use of information and communication technologies (ICTs). However, important companies in the region from different industry verticals have implemented the home-office model, partially or full-time, ...