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Latin America Contact Center Applications Market

  • ID: 1199721
  • February 2010
  • Region: America, America (exc North), Latin America
  • 101 Pages
  • Frost & Sullivan

The Latin American contact center applications market reached $508.1 million in 2008, a growth of 11.1 percent when compared to 2007. The first semester of the year presented a healthy growth, but as economies slowed in the fourth quarter, purchase decisions were extended and contact center projects began to slow down.

Key Market Trends:

Migration to IP: The migration to support IP networking in contact centers is in full swing as enterprises continue to converge their voice and data networks. The majority of enterprises are operating on hybrid (part TDM and part IP) networks at this point as the full migration to IP is likely to take several more years. One of the benefits of operating on IP networks is that virtualization of contact centers can be made easier and less costly. A growing number of enterprises ar econsolidating their contact centers into a smaller number of centrally managed centers, which support the remote locations without the need to physically locate the contact center systems at these locations.

Down Economy and Tight Budgets as well as Tight Credit: Many companies, including those which had planned to replace legacy inbound contact READ MORE >

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