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Home > Computers and Information Technology > Software > CRM & Customer Service
Latin America Contact Center Solutions Markets
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| Published Date:
February 2006
Published By:
Frost & Sullivan
Order Code:
R1-4709
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Research Overview
This Frost & Sullivan research examines the Latin America Contact Center Solutions Markets. The research also discusses the prevailing market challenges and gives strategic recommendations to overcome them.
IP Migration and Technology Developments Widens Opportunities
With the trend toward IP and the proliferation of software-based solutions, basic call recording and computer telephone integration (CTI) features are likely to be sold as part of standard positions. Nevertheless, the flexibility that a soft environment provides in terms of enabling remote access, and the ability of open architectures to integrate with different solutions, are strongly increasing demand for contact center solutions.
Need For Security and Quality in Customer Services Will Increase Adoption of CTI and Call Recording Solutions
CTI solutions are becoming more standardized and tend to be sold combined with each position, pressuring prices downward. However, penetration over total positions is increasing, and the add-on cost will endorse revenues expected from this solution over the forecasting period. Call recording solutions are slowly increasing penetration and constantly face the high prices as a strong restraint, yet is becoming more adopted, driven by increased competition and the need to increase level of security in transactions.
Companies are clearly looking for solutions that improves customer satisfaction and can be integrated to any type of platform and other types of solutions. In this sense, CTI is the best option for contact center clients and not just the basic features are becoming is standard, but more complex solutions are being also demanded. Meanwhile, tools that can enable more secure calls and transactions, such as call and screen recording, are also being considered as part of the perception of the quality of the customer service.
Benefits of this Service
Vertical Segment Aids in Customer Segmentation Strategies
Analysis of important vertical segments provides valuable information on future trends and demand by type of customer.
Identification of New Market Trends is Crucial for Planning of Future Offering
Trends appearing in the market are identified providing a valuable asset in planning the evolution of the services offering.
Forecast Analysis Aids in Determining Future Growth and Opportunities
An extensive forecast by service portrays the growth/decline trends per service, which provides a view of possible future scenarios that are invaluable towards planning ahead.
Market Share Analysis Provides Insight on Different Players Having Success in the Market
The market share analysis provides insightful information into the competitive structure of the market showcasing the way to tackle this market.
Competitors’ Strengths and Weaknesses Provide an Idea of the Successful Strategies Within the Market, as well as the Pitfalls to Avoid
The competitors SWOT analysis provides insightful information into how to successfully do business in this space and the future opportunities for different types of players.
Market Sectors
Frost & Sullivan’s expert analysts thoroughly examine the following sectors in this research:
- ACD
- CTI
- IVR
- Predictive Dialing
- IP Contact Center
- Workforce Management
- Web-enabled Solutions
- Call Recording Solutions
- Contact Center Outsourcing
- Offshore Services
Technologies
The following technologies are covered in this research:
- ACD: (Automatic Call Distributor) systems are the hardware and software that answers and routes large volumes of inbound calls to a group of agents based on instructions stored in a database.
- CTI: the tying of the information received over the telephone to a computer system; the basic computer technology as the ACD link, associated with pop-up screens.
- IVR: (Interactive Voice Response) automates transactions by connecting computers and networks to the telephone; handles incoming calls, allows access to the company’s database, and provides customer information to specific queries.
- Predictive Dialing: automatically dials telephone numbers from a database; uses an adjustable algorithm so that it can call out at a rate to match the availability of agents as closely as possible.
- IP Contact Center: an ACD alternative contact center with agents working over an IP network; enables rapid deployment of contact centers and enables customers with legacy ACDs to evolve their existing call centers to virtual multimedia contact centers.
- Web-enabled solutions: link a call center to a website, enabling customers to interact real-time with a customer-service representative; customers would be able to choose among voice, email, fax, or chat media to reach vendors.
- Call Recording: a quality management software that records call center agents' conversations with customers for security, training, and improvement purposes.
- Workforce Management: software that manages and forecasts data from automatic call distributors, generating reports to the call center manager in order to allow optimal staffing schedule.
What's Included
- Extensive market segmentation (5 subregions, 8 solutions, 3 sizes of contact centers)
- Revenue, penetration, and positions forecasts (total market, as well as per solution, per sub-region, and per size)
- Pricing levels
- Market shares for ACD/CTI/IVR/IPCC/PD vendors
- Market share for advanced solutions (both for the Latin American market and by sub-region)
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