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SUMMARY
The market for contact center solutions in Latin America has already reached a
level of relative maturity, composed mostly by international and regional
participants. However, there is an increase in the number of local
participants and international new entrants in the region. In this research
service, pricing, competitive and technology trends are analyzed, as well as
detailed profiles of competitors and their offerings. Current market status
and forecasts for 2013 are provided by revenue and application, including ACD,
CTI, IVR, Outbound Solutions, IP contact centers and advanced solutions.
TABLE OF CONTENTS
1. MARKET OVERVIEW
Introduction
Market Engineering Dynamics
- Market Engineering Measurements
- Industry Challenges
- Market Drivers and Restraints
2. MARKET FORECASTS AND TRENDS
Market Forecasts
- Current Market Status
- Market Forecasts Overview
Technology Analysis
- ACD
- CTI
- IVR
- Outbound Solutions
- IPCC
- Advanced Solutions
Market Trends
- Top Trends in Latin America
- Penetration Rates
- Pricing Trends and Strategies
- Distribution Channels
- Vertical Market Assessment
Regional Trends
- Argentina
- Brazil
- Central America and Caribbean
- Chile
- Colombia
- Mexico
3. COMPETITIVE ANALYSIS
Competitive Environment
- Market Share Analysis
- Growth Excellence Matrix
Company Profiles
- Alcatel-Lucent
- Aspect Software
- Autonomy Etalk
- Avaya
- Cisco Systems
- Genesys Telecommunications Laboratories
- Nice Systems
- Nortel Networks
- Siemens
- Tecnovoz
- Verint Witness
Product Analysis
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