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Analysis of the Hosted and Cloud Contact Center Market in Latin America

  • ID: 3639438
  • Report
  • March 2016
  • Region: Latin America
  • 74 Pages
  • Frost & Sullivan
In a Complex Economic Scenario, Flexibility and Scalability are Drawing Attention to the Cloud Model
This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015.

The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management). The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers.

Executive Summary:
- A lot of the contact center premises vendors are already offering hosted/cloud solutions, while important carriers and North American vendors also start to pave their way into the Latin American cloud contact center market.
- Many vendors conduct at least a part of their cloud operations indirectly, through carriers or service providers. This helps them mitigate security concerns - their data centers are located in Latin America - and allows the end user to purchase the end-to-end solution (telephony, video, contact center, maintenance, services, etc.) as a combination of both parties’ solutions
Note: Product cover images may vary from those shown
1. Executive Summary
  • Market Engineering Measurements
2. Market Overview and Definitions
  • Research Scope
  • Research Methodology
  • Market Overview-Geographical Coverage
  • Market Overview-Key Questions This Study Will Answer
  • Market Definitions
  • Revenue Definitions
  • Key Market Trends
  • Key Pricing Trends
3. External Challenges: Drivers and Restraints-Total Hosted and Cloud Contact Center Market
  • Market Drivers
  • Drivers Explained
  • Market Restraints
  • Restraints Explained
4. Forecast and Trends-Total Hosted and Cloud Contact Center Market
  • Forecast Assumptions
  • Total Hosted and Cloud Contact Center Market-Revenue Forecast
  • Revenue Forecast Discussion
  • Hosted and Cloud Contact Center Revenue Market vs. Total Contact Center Market Revenue
  • 2015 Revenue Split by Region-Latin America
  • 2015 Revenue by Region Discussion
  • Hosted and Cloud Contact Centre Market-Revenue Forecast by Segment
  • Revenue Forecast by Segment Discussion
5. Market Share and Competitive Analysis
  • 2015 Revenue Market Share-Latin America
6. Representative Vendor and Service Provider Profiles
  • Key Solution Features Available in Latin America- Application Providers/Vendors
  • Vendor/Application Provider Profiles
  • Key Solution Features Available in Latin America- Service Provider and Channels
  • Channels/Service Provider Profiles
7. The Last Word
  • Recommendations for End Users
  • The Last Word-Recommendations for Service Providers
  • The Last Word-Predictions
  • Legal Disclaimer
8. Appendix
  • Market Engineering Methodology
  • Market Engineering Measurements
  • Companies Interviewed
Note: Product cover images may vary from those shown