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Latin American Contact Center Applications Market 2010
Frost & Sullivan, December 2010, Pages: 112
The Latin American contact center applications market generated revenues of $354.7 million in 2009. After a slow fourth Semester of 2008, the year was characterized by a strong recessive economic environment in key regions such as Mexico, Colombia and the Southern Cone, where purchase decisions were extended, and contact center projects slowed down, especially in the first semester of the year, leading to a shrinking of the market by 14.5 percent when compared to 2008
This Frost & Sullivan research service titled Latin American Contact Center Applications Market 2010 provides market overview, analysis, drivers, restraints, and key market trends along with country-wise analysis and vendor profiles. Strategic recommendations are also provided. In this research, Frost & Sullivan's expert analysts thoroughly examine the following technologies: inbound contact routing, agent performance optimization, interactive voice response systems, and outbound dialing.
Market Overview
The Latin American Contact Center Applications Market Is Recovering Gradually
The Latin American contact center applications market experienced a strong recessive economic environment in key regions such as Mexico, Colombia, and the Southern Cone, where purchase decisions were extended and contact center projects were slowed down, especially in the first two quarters of 2009, leading to the market shrinkage by 14.5 percent when compared to 2008. It is expected that a gradual recovery of the economy in the second half of 2010, with the fundamental market drivers and restraints becoming strong, will result in growth rates of 6.2 percent and 7.0 percent annually for 2011 and 2012, respectively. From 2009 to 2016, the compound annual growth rate (CAGR) for the Latin American market is expected to be 6.6 percent.
Latin American has witnessed a reduced number of new, large centers in the region, especially for the main market segments such as financial and telecom. “With a reduction in prices, contact center applications vendors are turning to smaller centers and their needs as an untapped market with potential to expand,” observes the analyst of this research service. “SMB ICR systems requirements include appropriate levels of application functionality, ease-to-use intuitive interfaces, low total cost of ownership, and local sales and support.” However, many vendors of large enterprise contact center systems find it challenging to create offers that appeal to these SMB requirements and to target SMBs through partners. Overall, a continued downward price pressure is likely to be experienced in the ICR system agent licenses in the short and medium terms, primarily due to Latin America’s strong competition among the main vendors to attract the untapped SMB market.
“Service providers’ ability to offer operating expense-based contracts instead of the typical capital expense-based contracts offered by most inbound contact routing systems vendors is expected to bring additional price pressure in the medium term by bringing ad hoc, per event or seasonal availability of seats to the clients,” says the analyst. The business value of blending inbound and outbound customer contacts is becoming more evident to enterprises. To participate in these growing demand shifts for unified outbound and blended inbound/outbound functionality, it is imperative for vendors to build suites of outbound functionality and make them interoperable with leading inbound customer contact applications.
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
- Contact Center Outsourcing Services
- Inbound Contact Routing
- Hosted Contact Centers
Technologies
The following technologies are covered in this research:
- Inbound Contact Routing
- Agent Performance Optimization
- Interactive Voice Response Systems
- Outbound Dialing
1. Introduction
- 1.1 Market Definitions
- 1.2 Research Scope and Methodology
2. Latin American Market Overview
- 2.1 Executive Summary and Major Market Findings
- 2.2 Market Engineering Measurements
- 2.3 Market Drivers
- 2.4 Market Restraints
- 2.5 Key Market Trends
3. Total Market Analysis
- 3.1 Latin American Market Share Analysis
- 3.2 Latin American Revenue Forecasts
- 3.3 Market Forecasts by Regional Cluster
- 3.4 Market Forecasts by Application
- 3.5 Regional Analysis (by Growth Rate, by Band Size, and by Vertical Market)
4. Analysis by Application
- 4.1 Inbound Contact Routing Systems
- 4.2 IVR and Voice Portal Systems
- 4.3 Outbound Dialing Systems
- 4.4 Agent Performance Optimization Systems
5. Country Analysis
- 5.1 Argentina
- 5.2 Brazil
- 5.3 Central America and Caribbean
- 5.4 Chile
- 5.5 Colombia
- 5.6 Mexico
6. Vendor Profiles
- 6.1 Aastra Technologies
- 6.2 Alcatel-Lucent
- 6.3 Altitude Software
- 6.4 Aspect software
- 6.5 Autonomy E-talk
- 6.6 Avaya
- 6.7 Cisco Systems
- 6.8 Genesys Telecommunications Labs
- 6.9 InConcert
- 6.10 Interactive Intelligence
- 6.11 Mitel Networks
- 6.12 Mitrol
- 6.13 Nice Systems
- 6.14 Nortel Networks
- 6.15 Siemens
- 6.16 TecnoVoz
- 6.17 Verint witness
7. Strategic Recommendations
List of Figures
- Contact Center Applications Market: Market Drivers Ranked in Order of Impact (Latin America), 2010-2016
- Contact Center Applications Market: Market Restraints Ranked in Order of Impact (Latin America), 2010-2016
- Total Contact Center Applications Market: Revenue Forecasts by Geography (Latin America), 2009-2016
- Total Contact Center Applications Market: Revenue Forecasts by Application (Latin America), 2009-2016
- Inbound Contact Routing Market: Company Market Share by Revenues (Latin America), 2009
- Interactive Voice Response Market: Company Market Share by Revenues (Latin America), 2009
- Outbound Dialing Systems Market: Company Market Share by Revenues (Latin America), 2009
- Agent Performance Optimization Market: Company Market Share by Revenues (Latin America), 2009
- Contact Center Market: Company Market Share by Revenues (Argentina), 2009
- Contact Center Application Market: Company Market Share by Revenues (Brazil), 2009
- Contact Center Application Market: Company Market Share by Revenues (Central America and Caribbean), 2009
- Contact Center Applications Market: Company Market Share by Revenues (Chile), 2009
- Contact Center Applications Market: Company Market Share by Revenues (Colombia), 2009
- Contact Center Applications Market: Company Market Share by Revenues (Mexico), 2009
- List Of Charts:
- Contact Center Applications Market: Markets Covered (Latin America), 2009
- Contact Center Applications Market: Technologies Included under Inbound Contact Routing (Latin America), 2009
- Contact Center Applications Market: Technologies Included under Interactive Voice Response (Latin America), 2009
- Contact Center Applications Market: Technologies Included under Agent Performance Optimization (Latin America), 2009
- Contact Center Applications Market: Technologies Included under Outbound Dialing (Latin America), 2009
- Contact Center Applications Market: Research Methodology (Latin America), 2009
- Contact Center Applications Market: Percent of Revenue by Application (Latin America), 2009
- Contact Center Applications Market: Percent of Revenue by Geography (Latin America), 2009
- Contact Center Applications Market: Market Engineering Measurements (Latin America), 2009
- Contact Center Applications Market: Company Market Share by Revenues (Latin America), 2009
- Contact Center Applications Market: Revenue Forecasts (Latin America), 2009-2016
- Total Contact Center Applications Market: Revenue Forecasts by Geography (Latin America), 2009-2016
- Total Contact Center Applications Market: Percent of Revenues by Contact Center Band Size (Latin America), 2009-2016
- Total Contact Center Applications Market: CAGR and Revenue Contribution (Latin America), 2009-2016
- Inbound Contact Routing Market: Company Market Share by Revenues (Latin America), 2009
- Inbound Contact Routing Market: Revenue Forecasts (Latin America), 2009-2016
- Interactive Voice Response Market: Company Market Share by Revenues (Latin America), 2009
- Interactive Voice Response Market: Revenue Forecasts (Latin America), 2009-2016
- Outbound Dialing Systems Market: Company Market Share by Revenues (Latin America), 2009
- Outbound Dialing Systems Market: Revenue Forecasts (Latin America), 2009-2016
- Agent Performance Optimization Market: Company Market Share by Revenues (Latin America), 2009
- Agent Performance Optimization Market: Revenue Forecasts (Latin America), 2009-2016
- Contact Center Market: Company Market Share by Revenues (Argentina), 2009
- Contact Center Applications Market: Revenue Forecasts (Argentina), 2009-2016
- Contact Center Application Market: Company Market Share by Revenues (Brazil), 2009
- Contact Center Applications Market: Revenue Forecasts (Brazil), 2009-2016
- Contact Center Application Market: Company Market Share by Revenues (Central America and Caribbean), 2009
- Contact Center Applications Market: Revenue Forecasts (Central America and Caribbean), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Chile), 2009
- Contact Center Applications Market: Revenue Forecasts (Chile), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Colombia), 2009
- Contact Center Applications Market: Revenue Forecasts (Colombia), 2009-2016
- Contact Center Applications Market: Company Market Share by Revenues (Mexico), 2009
- Contact Center Applications Market: Revenue Forecasts (Mexico), 2009-2016
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