Contact Centers

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...

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, ...

The contact center outsourcing services market in Colombia exhibited high revenue growth in 2013, again the fastest-growing marketplace in Latin America. This performance was driven by both domestic and the offshoring businesses, but the latter experienced the higher growth rate. The Peruvian market also experienced high growth this year, although ...

Important companies have started to make significant investments in hosted and cloud contact center solutions. Other companies, however, have not yet witnessed the adoption of this new technology in the region, and continue to use on-premises solutions. This study covers the Latin American contact center systems market (Mexico, Brazil, Central Amer...

The bring your own device (BYOD) phenomenon is expected to positively influence the adoption of unified communications over the next few years. The market segments covered in this study are hosted services for audio conferencing, managed video conferencing, software video conferencing, Web conferencing, call center, email, and voice. Verticals cove...

The Brazilian BPO and contact center outsourcing services market witnessed a revenue increase of 4.7% in 2013, when measured in reais (R$). However, when measured in U.S. dollars, it itranslates into a downturn of 5.1% (given the current exchange instability). The market remains highly concentrated around the top 5 participants.  However, small co...

The Contact Center Outsourcing (CCO) Services Market in Argentina slightly decreased in revenue in 2013 because of the exit of providers during the year as a result of the low profitability margins. On the other hand, the CCO services market in Chile exhibited a mild revenue growth in 2013, mostly based on the domestic business, as several offshori...

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 ...