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Selling Contact Center Technology in Central and Latin America (Market Focus)Product Type: Market Research ReportPublished by: Datamonitor Published: July 2006 Product Code: R313-15744 Description IntroductionThe expansion in demand for products and services in Central and Latin America, combined with the increase in offshoring, will lead to the expansion of APs in the region. The brief describes how contact center vendors can exploit this unique growth opportunity and the issues they will need to take heed of. Scope Examines the current state of the Central and Latin American contact center market Identifies the growth opportunities in the market. Examines the issues the contact center vendors will need to take heed of when selling to this market. Highlights The robust growth of the contact center market in the region presents a great opportunity for vendors. The market will be worth $418 million to technology vendors in 2009. Reasons to Purchase Maximize investment strategies by identifying the largest and fastest-growing call center markets in Central and Latin America. Learn where the opportunities are, both vertically and in terms of sizebands. Table of Contents DATAMONITOR VIEW 1
CATALYST 1
The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth. 1
SUMMARY 1
METHODOLOGY 1
ANALYSIS 2
The robust growth of the contact center market presents a great opportunity for vendors 2
Brazil sets the tone in the region 2
Outsourcing accounts for one third of the total agent population in the region 3
The revenue potential in the SME market is significant 5
Open standards are driving down the price of technology making it more accessible to SMEs 5
Governments in Central and Latin America are increasingly supporting the SMEs growth 6
Flexibility and lower price points are keys for success in this market 6
The market will be worth $418 million to technology vendors in 2009 6
Voice still remains the dominant communication channel 8
APPENDIX 10
Definitions 10
Agent position (AP) 10
Contact center 10
Central and Latin America 10
Further reading 10
Ask the analyst 10
List of Tables
Table 1: Total agent positions in Central and Latin America segmented by country, 2004-2009 2
Table 2: Central and Latin American outsourced agent positions, 2005 - 2010 5
Table 3: Central and Latin America contact center technology revenues, $m 7
Table 4: Central and Latin America information and communication technology penetration, 2004 9
List of Figures
Figure 1: Central and Latin American outsourced agent positions, 2005 - 2010 4
Figure 2: Central and Latin America contact center technology revenues, $m 8
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