South America Back-office workforce management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis - by Solution and End User Industry

The back-office workforce management market in South America is expected to grow from US$ 96.45 million in 2022 to US$ 161.12 million by 2028. It is estimated to grow at a CAGR of 8.9% from 2022 to 2028.

Back-office functions require many personnel in many businesses and government organizations. Businesses are planning to reduce manual efforts required in back-office operations by automating these operations. Organizations seek to transform their back-office management practices by improving visibility and transparency, cutting down operational costs, enhancing customer/constituent experience, and increasing engagement. Workforce management platforms allow them to appoint resources with appropriate skill sets to meet the anticipated staffing requirements; moreover, these platforms help them predict the back-office staffing requirements. Back-office departments may need to undertake various types of tasks simultaneously, and all these tasks call for distinct expertise. Workforce management solutions help monitor the volume of incoming and outgoing work, including backlogged and deferred tasks, as most back-offices lack the automation capabilities necessary to simplify these tasks. The back-office workforce management solutions monitor the performance of employees through desktop analytics, which involves recording their desktop activities, monitoring job allocation and management, and keeping a log of manual check-ins and check-outs. Although the degree of automation may vary with the job type, all back-office workforce management tools can gather the vast amount of data needed to execute their job. For example, BambooHR, a back-office workforce management solution provider that majorly caters to medium-sized organizations, provides a solution with a comprehensive set of functions such as time and attendance monitoring, and recruitment automation. Thus, the need for automation in back-office workforce management fuels the market growth during the forecast period.

Market Overview

The South America back-office workforce management market is expected to experience moderate growth due to the growing popularity of software-as-a-service (SaaS) in the region. In response to the growing competition to deliver efficient services, organizations in this region are harnessing cloud computing capabilities for workforce management to ensure faster real-time data transfers. Cloud computing is one of the fastest-growing technologies in South America, with the increasing adoption of Software as a Service (SaaS) and Infrastructure as a Service (IaaS). Brazil is leading the way for cloud growth in the region owing to many connected consumers across the country coupled with increasing internet penetration. Despite the economic crisis, enterprises in the region have seen a 50% increase in the number of services demanded by middle-class consumers in the past decade, which is compelling businesses to expand their customer service operations by embracing cloud services.

South America Back-office workforce management Market Segmentation

The South America back-office workforce management market is segmented into solution, end user, and country. Based on solution, the market is segmented into robotic automation process, performance management, back-office optimization, process analytics, and others. The robotic automation process segment held the largest market share in 2022.

• Based on end user, the market is segmented into IT and telecom, BFSI, transportation, retail and E-commerce, government, and others. The IT and telecom segment held the largest market share in 2022. Based on country, the market is segmented into Brazil, Argentina, and Rest of South America. Brazil dominated the market share in 2022. NICE Ltd.; Open Text Corporation; Verint Systems, Inc.; Alvaria, Inc.; Calabrio Inc.; Oracle Corporation; Genesys; and Intradiem are the leading companies operating in the back-office workforce management market in the region.