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Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil 2012
Frost & Sullivan, December 2012, Pages: 61
Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil 2012: Moving from Contact Center to Customer Experience
The base year for this study is 2011. Due to the economy, the market demand for customer care outsourcing continues to grow. Market participants reported a solid organic revenue growth and secured significant deals with new and already existing clients. A solid growth is forecasted, and companies will be less concerned about losing control over customer interactions as providers in this market continue to deploy successful implementations, offer advanced services, and publish customer success stories. Finally, there have been some recent merger and acquisition activities in 2010 and 2011 worth noting.
Key Questions This Study Will Answer
- Is the market growing, how long will it continue to grow, and at what rate?
- What is the status of the industry within these countries? Are they structured correctly to reach further growth?
- What are the key drivers and restraints for growth within Brazil?
- How will the structure of the market change over time? What are the key competitors to watch?
- Are the products/services offered today meeting customer needs, or is additional development needed? Will the current products/services be commoditized? Will new products/services arise?
- How will offshore services evolve in the short and medium term?
1. Executive Summary
2. Market Overview
3. Total CRM BPO and Contact Center Outsourcing Services Market
- External Challenges: Drivers and Restraints
- Forecasts and Trends
- Market Share and Competitive Analysis
4. Outsourcing Services
5. The Last Word
Appendix
List of Figures
Total CRM BPO and Contact Center Outsourcing Services Market: Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Key Market Drivers and Restraints, Brazil, 2012-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Workstation Forecast, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast by Origin, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Offshore Revenue Forecast by Origin, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Company Market Share Analysis of Top 5 Participants, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Competitive Structure, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: SWOT Analysis, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Tier of Competition, Brazil, 2011
List of Charts
Total CRM BPO and Contact Center Outsourcing Services Market: Percent Sales Breakdown, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Revenue Forecast, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Percent Revenue Forecast by Origin, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Percent Offshore Revenue Forecast by Origin, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue,Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Percent Market Share Trend, Brazil, 2011-2012
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Provider Type, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Major Industry Vertical, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Activities by Medium Type Analysis, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Activities by Interaction Channel Type, Brazil, 2011
Total CRM BPO and Contact Center Outsourcing Services Market: Percent Revenue Forecast by Service Type, Brazil, 2011-2018
Total CRM BPO and Contact Center Outsourcing Services Market: Percent of Revenue by Services Provided, Brazil, 2011
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