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Latin America Contact Center Solutions MarketsProduct Type: Market Research ReportPublished by: Frost & Sullivan Published: February 2006 Product Code: R1-4709 Description 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:
The following technologies are covered in this research:
Table of Contents 1. Market Overview 2. Market Forecast & Trends 3. Competitive Analysis |
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