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Agile Computing Authors: Liz McMillan, Pat Romanski, Elizabeth White, Dana Gardner, Andy Thurai

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Research and Markets: Overview on the Latin American Contact Center Applications Markets

Research and Markets (http://www.researchandmarkets.com/research/l5lttq/overview_on_the) has announced the addition of Frost & Sullivan's new report "Overview on the Latin American Contact Center Applications Markets" to their offering.

Evolution of the CRM Applications in Latin America

Different markets in the region present different set of opportunities for vendors. Increased activity has been seen along the whole region of a move toward self-service applications and using IVR as a tool for call resolution instead of call routing. The Latin American market also shows a strong interest and initial adoption of analytics solutions. Integrated suites of quality monitoring, workforce management, and analytics are starting to be strongly adopted. Very high on the agenda for most contact centers was the topic of social media. Leading companies and bigger outsourcers are in the experimental stages of using social media as a customer service channel.

Key Questions This Study Will Answer

- Is the market growing, how long will it continue to grow and at what rate?

- Which is the status of the industry within these countries? Are those structured correctly to reach further growth?

- What are the key drivers and restraints for growth within Latin America?

- How will the structure of the market change over time? Which are the key competitors to watch?

- Are the applications offered today meeting customer needs or is there additional development needed? Will the current applications get commoditized?

- Will new applications arise?

- How each of the applications markets will evolve in the short and medium term?

Key Topics Covered:

Executive Summary

Market Overview

Total Contact Center Applications Market

External Challenges: Drivers and Restraints

Forecasts and Trends

Market Share and Competitive Analysis

ICR Systems Segment Breakdown

IVR Systems Segment Breakdown

Outbound Segment Breakdown

APO Segment Breakdown

Brazil Breakdown

Mexico Breakdown

Central America and the Caribbean Breakdown

Andean Region Breakdown

Colombia Breakdown

Southern Cone Breakdown

Argentina Breakdown

Chile Breakdown

The Last Word (Conclusions and Implications)

Appendix

List of Figures:

For more information visit http://www.researchandmarkets.com/research/l5lttq/overview_on_the

Source: Frost & Sullivan

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