The Latin America, Middle East and Africa Contact Center Transformation Market is expected to witness market growth of 20.4% CAGR during the forecast period (2020-2026).
Customer expectations are constantly changing which increases the need for cloud-based contact centers that are capable of meeting changing expectations. Customer service is a strategic differentiator for companies. Once consumers reach out to contact centers to address a complicated issue, they expect to be linked to an agent who can function as a customer advocate, anticipate their needs, make them feel respected, and fix their problem on the first contact, no matter which channel they select. When a business is not available on a platform of the customer's choice (social, email or web), it is expected to be less competitive and will ultimately lose its customers. Cloud systems allow organizations to seamlessly get their omnichannel support solutions up and running.
The segment of consumer goods and retail is projected to emerge as the most rapidly rising end-use segment over the forecast period. Consumer products and retailers are using innovative approaches and digital strategies to communicate with consumers and remain ahead of the competition. Tracking customer buying behavior trends has become an important task for consumer products and retail organisations. Nevertheless, the customer experience data collected by CRM in conjunction with real-time analytics helps these companies recognize customer purchasing trends, thus increasing the adoption of contact center transformation technologies in the consumer goods and retail industry.
An important driving force behind digital revolutions is the smartphone and how it changes interactions itself by transforming the way communications happen now. People don't always call each other, but they email, send videos, photos, and more. And with over 90 percent acceptance in most developed populations and geographies, smartphones have become the default mode of communication.
Being continually linked makes it possible to learn or experience new and improved ways of doing things. Search engines level playing field by making it easier for consumers to locate their competitors. Social media provides people with a forum to communicate and exchange views with each other. Self-help rewards with high availability. Digital experiences, especially those utilizing the capabilities and platforms of smartphones, may generate fast, convenient, informative and integrated experiences.
Based on Component, the market is segmented into Software and Services. Software market is further bifurcated across Workforce Engagement, Real Time Repotting & Analytics, Social Media Analytics, Visual Network Analytics & Omnichannel Routing, Voice Biometrics and Others. Based on Deployment Type, the market is segmented into On-premise and Cloud. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Travel & Hospitality, Healthcare & Life Sciences, Telecom & IT and Others. Based on countries, the market is segmented into Brazil, Argentina, UAE, Saudi Arabia, South Africa, Nigeria, and Rest of LAMEA.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include AT&T, Inc., Cisco Systems, Inc., Microsoft Corporation (Metaswitch Networks), RingCentral, Inc., SAP SE, Five9, Inc., AGC Networks Ltd., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and Aculab PLC.
Scope of the Study
Market Segmentation:
By Component
By Deployment Type
By Organization Size
By End User
By Country
Companies Profiled
Unique Offerings from the Publisher
Customer expectations are constantly changing which increases the need for cloud-based contact centers that are capable of meeting changing expectations. Customer service is a strategic differentiator for companies. Once consumers reach out to contact centers to address a complicated issue, they expect to be linked to an agent who can function as a customer advocate, anticipate their needs, make them feel respected, and fix their problem on the first contact, no matter which channel they select. When a business is not available on a platform of the customer's choice (social, email or web), it is expected to be less competitive and will ultimately lose its customers. Cloud systems allow organizations to seamlessly get their omnichannel support solutions up and running.
The segment of consumer goods and retail is projected to emerge as the most rapidly rising end-use segment over the forecast period. Consumer products and retailers are using innovative approaches and digital strategies to communicate with consumers and remain ahead of the competition. Tracking customer buying behavior trends has become an important task for consumer products and retail organisations. Nevertheless, the customer experience data collected by CRM in conjunction with real-time analytics helps these companies recognize customer purchasing trends, thus increasing the adoption of contact center transformation technologies in the consumer goods and retail industry.
An important driving force behind digital revolutions is the smartphone and how it changes interactions itself by transforming the way communications happen now. People don't always call each other, but they email, send videos, photos, and more. And with over 90 percent acceptance in most developed populations and geographies, smartphones have become the default mode of communication.
Being continually linked makes it possible to learn or experience new and improved ways of doing things. Search engines level playing field by making it easier for consumers to locate their competitors. Social media provides people with a forum to communicate and exchange views with each other. Self-help rewards with high availability. Digital experiences, especially those utilizing the capabilities and platforms of smartphones, may generate fast, convenient, informative and integrated experiences.
Based on Component, the market is segmented into Software and Services. Software market is further bifurcated across Workforce Engagement, Real Time Repotting & Analytics, Social Media Analytics, Visual Network Analytics & Omnichannel Routing, Voice Biometrics and Others. Based on Deployment Type, the market is segmented into On-premise and Cloud. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Travel & Hospitality, Healthcare & Life Sciences, Telecom & IT and Others. Based on countries, the market is segmented into Brazil, Argentina, UAE, Saudi Arabia, South Africa, Nigeria, and Rest of LAMEA.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include AT&T, Inc., Cisco Systems, Inc., Microsoft Corporation (Metaswitch Networks), RingCentral, Inc., SAP SE, Five9, Inc., AGC Networks Ltd., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and Aculab PLC.
Scope of the Study
Market Segmentation:
By Component
- Software
- Workforce Engagement
- Real Time Repotting & Analytics
- Social Media Analytics
- Visual Network Analytics & Omnichannel Routing
- Voice Biometrics
- Others
- Services
By Deployment Type
- On-premise
- Cloud
By Organization Size
- Large Enterprises
- Small & Medium Enterprises
By End User
- BFSI
- Retail & Consumer Goods
- Government & Defense
- Travel & Hospitality
- Healthcare & Life Sciences
- Telecom & IT
- Others
By Country
- Brazil
- Argentina
- UAE
- Saudi Arabia
- South Africa
- Nigeria
- Rest of LAMEA
Companies Profiled
- AT&T, Inc.
- Cisco Systems, Inc.
- Microsoft Corporation (Metaswitch Networks)
- RingCentral, Inc.
- SAP SE
- Five9, Inc.
- AGC Networks Ltd.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- Aculab PLC
Unique Offerings from the Publisher
- Exhaustive coverage
- Highest number of market tables and figures
- Subscription based model available
- Guaranteed best price
- Assured post sales research support with 10% customization free
Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market Overview
Chapter 3. Competition Analysis - Global
Chapter 4. LAMEA Contact Center Transformation Market by Component
Chapter 5. LAMEA Contact Center Transformation Market by Deployment Type
Chapter 6. LAMEA Contact Center Transformation Market by Organization Size
Chapter 7. LAMEA Contact Center Transformation Market by End User
Chapter 8. LAMEA Contact Center Transformation Market by Country
Chapter 9. Company Profiles
Companies Mentioned
- AT&T, Inc.
- Cisco Systems, Inc.
- Microsoft Corporation (Metaswitch Networks)
- RingCentral, Inc.
- SAP SE
- Five9, Inc.
- AGC Networks Ltd.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- Aculab PLC
Methodology
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