Latin America Contact Center Solutions Markets

SUMMARY

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.

TABLE OF CONTENTS

• 1. Market Overview
  • 1. Introduction
    • 1. Market Definitions
  • 2. Market Engineering Measurements
    • 1. Market Drivers and Restraints
    • 2. Market Engineering Parameters
• 2. Market Forecast & Trends
  • 1. Market Forecast
    • 1. Current Market Status
    • 2. Market Forecast Overview
  • 2. Technology Analysis
    • 1. ACD
    • 2. CTI
    • 3. IVR
    • 4. Predictive Dialing
    • 5. IP Contact Center
    • 6. Advanced Solutions
  • 3. Market Trends
    • 1. Pricing Trends & Strategies
    • 2. Distribution Channels
    • 3. Vertical Market Assessment
  • 4. Regional Analysis
    • 1. Brazil
    • 2. Mexico
    • 3. Southern Cone
    • 4. Andean Countries
    • 5. Central America and Caribbean
• 3. Competitive Analysis
  • 1. Competitive Environment
    • 1. Competitive Structure
    • 2. Market Share Analysis
  • 2. Company Profiles
    • 1. Alcatel
    • 2. Avaya
    • 3. Genesys
    • 4. Nice
    • 5. Nortel
    • 6. Siemens
    • 7. Tecnovoz
    • 8. Witness
  • 3. Product Analysis
    • 1. Vendor Product Offering
  • 4. Frost & Sullivan Awards for Latin America Contact Center Solutions Markets
    • 1. Introduction
    • 2. Market Leadership Award
    • 3. Business Development Strategy Award
    • 4. Technology Leadership Award

List of Figures

SEGMENT 1

• Contact Center Solutions Market: Market Drivers Ranked in Order of Impact (Latin America), 2005-2010
• Contact Center Solutions Market: Market Restraints Ranked in Order of Impact (Latin America), 2005-2010

SEGMENT 2

• Contact Center Solutions Market: Macro-environment Climate (Latin America), 2006
• Contact Center Solutions Market: Current and Forecast Contact Center Units Sold by Technology (Latin America), 2004-2010
• Contact Center Solutions Market: Current and Forecast Advanced Solutions Penetration Rates over Total Positions Sold (Latin America), 2004-2010
• Contact Center Solutions Market: Revenue Forecasts by Technology (Latin America), 2004-2010
• Contact Center Solutions Market: Advanced Solutions Revenue Breakdown by Solution (Latin America), 2004-2010
• Contact Center Solutions Market: Total Revenue Forecasts by Sub-region (Latin America), 2004-2010
• Contact Center Solutions Market: ACD Agent Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: ACD Revenue Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: CTI Agent Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: CTI Revenue Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: IVR Agent Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: IVR Revenue Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: Predictive Dialing Agent Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: Predictive Dialing Revenue Forecasts by Size (Latin America), 2004-2010
• Contact Center Solutions Market: Penetration Rates over ACD+IPCC Installed Base by Sub-region (Latin America), 2004
• Contact Center Solutions Market: Pricing Structure by Application (Latin America), 2004
• Contact Center Solutions Market: Pricing Structure by Application (Latin America), 2004
• Contact Center Solutions Market: Agent Position Forecasts by Application (Brazil), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Brazil), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Brazil), 2004-2010
• Contact Center Solutions Market: ACD, CTI, IVR and Predictive Dialing Revenue Forecast by Size (Brazil), 2004-2010
• Contact Center Solutions Market: Agent Position Forecasts by Application (Mexico), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Mexico), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Mexico), 2004-2010
• Contact Center Solutions Market: ACD, CTI, IVR and Predictive Dialing Revenue Forecasts by Size (Mexico), 2004-2010
• Contact Center Solutions Market: Agent Position Forecasts by Application (Southern Cone), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Southern Cone), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Southern Cone), 2004-2010
• Contact Center Solutions Market: ACD, CTI, IVR and Predictive Dialing Revenue Forecasts by Size (Southern Cone), 2004-2010
• Contact Center Solutions Market: Agent Position Forecasts by Application (Andean Countries), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Andean Countries), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Andean Countries), 2004-2010
• Contact Center Solutions Market: ACD, CTI, IVR and Predictive Dialing Revenue Forecasts by Size (Andean Countries), 2004-2010
• Contact Center Solutions Market: Agent Position Forecasts by Application (Central America and Caribbean), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Central America and Caribbean), 2004-2010
• Contact Center Solutions Market: Revenue and Growth Rate Forecasts by Application (Central America and Caribbean), 2004-2010
• Contact Center Solutions Market: ACD, CTI, IVR and Predictive Dialing Revenue Forecasts by Size (Central America and Caribbean), 2004-2010

SEGMENT 3

• Contact Center Solutions Market: Competitive Structure (Latin America), 2004
• Contact Center Solutions Market: Competitor Description - Alcatel (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Alcatel (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Avaya (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Avaya (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Genesys (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Genesys (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Nice (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Nice (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Nortel (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Nortel (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Siemens (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Siemens (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Tecnovoz (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Tecnovoz (Latin America), 2005
• Contact Center Solutions Market: Competitor Description - Witness (Latin America), 2004
• Contact Center Solutions Market: Competitive Position and Potential - Witness (Latin America), 2005
• Contact Center Solutions Market: Product Analysis by Major Vendor (Latin America), 2004