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Industry Research : Technology Aids Growth of Contact Center Systems Market
The Latin American contact center market has progressed over the last few years in terms of quality, infrastructure and performance, and systems that help improve these features and provide first-class services will continue expanding in the near future. Performance optimization tools such as contact center analytics and workforce management (WFM), for example, are in demand not only from large or global providers, but also local, small and medium-sized centers.
New analysis from Frost & Sullivan, Latin American Contact Center Systems Market 2013, finds that the market earned revenues of $315.0 million in 2012 and estimates this to reach $506.4 million in 2019 at a compound annual growth rate of 7 percent. The study covers inbound contact routing systems, IP contact center suites, interactive voice response and voice portals, outbound solutions, and agent performance optimization systems which include quality monitoring, WFM and contact center analytics. Analytics will be a key growth segment, and social media integration will gather pace as well.
"The Mexican contact center systems market will experience maximum growth in the region driven by a favorable labor scenario and a healthy economy that is fast recovering from the downturn," said Frost & Sullivan Enterprise Communications Industry Manager Juan Manuel González. "Brazil will remain in 2013 the dominant country in the Latin American market with an estimated 45.4 percent share."
However, many key companies in the region are still reeling from the effects of the economic slowdown. The past year saw certain contact center system vendors struggle to boost sales in Latin America - the largest contact center system manufacturers had either decreased or just managed to maintain sale volumes. As a result, the future expansion pace of the contact center market will be decided by the speed at which market majors bounce back.
Going forward, customized solutions will be crucial for success. As the market picks up, all vendors will need a capable structure to provide tailored solutions for diverse clients across industries.
"Proactive tools will also become popular as companies in the region change their reactive posture toward end-user needs and look to provide consumers with new offers or services, even before customers ask for them," concluded González.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 2, 2013