latin american contact center systems market 2014
TRANSCRIPT
Latin American Contact Center Systems Market
2014
Companies are Shifting their Focus to Cloud-based Contact Center
Solutions
July 2014
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Research Team
Maiara Paula Munhoz Industry Analyst
Information and Communication Technologies
Latin America
(5511) 3065-8478
Lead Analyst
Juan Manuel González Industry Manager
Information and Communication Technologies
Latin America
(5511) 3065-8422
Research Director
Strategic Review Committee Leader
José Roberto Mavignier Director
Information and Communication Technologies
Latin America
(5511) 3065-8463
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Contents
Section
Research Objectives & Scope
Executive Summary
Total Contact Center Outsourcing Market
• External Challenges: Drivers and Restraints
• Forecasts and Trends
• Competitive Analysis
Legal Disclaimer
The Frost & Sullivan Story
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Research Objectives and Scope
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Research Scope
Source: Frost & Sullivan analysis.
• This research study covers trends in the Latin American Contact Center Systems Market
and forecasts market demand.
• The base year for this research study is 2013.
• The study discusses market trends, drivers and restraints, market share, and key
takeaways for the Latin American Contact Center Systems Market .
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Research Methodology
Source: Frost & Sullivan analysis.
• Frost & Sullivan conducted extensive primary interviews with the leading contact center solution
providers, channels and service providers in LATAM.
• The secondary research consisted of extensive reviews of industry publications, SEC filings, annual
reports, press releases issued by market participants, and Frost & Sullivan's in-house databases and
historical data.
In-house Information/
Secondary Research
Hosted Contact
Center Application
Vendors
System Integrators/
Channels
Hosted Contact
Center Service
Providers
Data Collation,
Analysis and Strategic
Review
Final Research
Service
Frost & Sullivan Research Methodology
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Executive Summary
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Executive Summary
• In 2013, the Latin American contact center systems market witnessed a 1.9% increase in revenue. This
slow increase was the result of the retraction shown by important companies in the market. In 2014, a
7.8% revenue growth is expected.
• Applications such as IVR and contact center analytics witnessed a significant revenue increase in 2013
when compared to 2012 (28.0% and 61.0%, respectively). This growth is expected to continue at a lower
pace over the next couple of years.
• The Latin American market remains highly concentrated (the top 5 participants represented 66.2% of the
total market in 2013), demonstrating minimal change in terms of market share.
• When compared to 2012, companies have maintained their industry vertical portfolio. Verticals such as
telecommunications, healthcare, utilities and energy, retail and consumer goods, and insurance
witnessed an increase in revenue. On the other hand, a reduction in outsourcing and banking was
perceived during the same period.
• Large contact centers will continue to demand the highest number of on-premise solutions. Vendors are
developing solutions for small- and medium-size companies, however this demand will increasingly move
to the cloud.
• Avaya Inc (Avaya) continued to hold the highest market share in ICR and IVR applications in 2013.
Altitude Software will also maintain its position with the highest outbound revenue market share.
• Verint Systems Inc (Verint) and NICE are the top 2 companies in terms of revenue market share for
quality monitoring, workforce management, and analytics applications, with this trend not having changed
since 2012.
Source: Frost & Sullivan analysis.
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External Challenges: Drivers and Restraints
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Drivers and Restraints
Increased focus on improving customer experience through application functionality
Emergence of different contact channels, such as social and mobile, and channel integration
Small- and medium-size companies' investments are being limited by the CAPEX model
Rise in demand for contact center analytics and IVR applications
Gradual movement of the market to cloud-based contact center solutions
Contact Center Systems Market: Key Market Drivers and Restraints, Latin America, 2014–2018
Source: Frost & Sullivan
Slowdown of the main economies in the region, and uncertainty due to 7 presidential elections and the World Cup
Relevant quantity of existing legacy infrastructure in large companies in the region
Rise in operational complexity due to the addition of new contact channels
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Contact Center Systems Market – Revenue Forecast by
Product Segment
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan
52.9% 52.3%
12.8% 13.2%
11.6% 11.1%
12.1% 11.4%
3.6% 3.7%
7.0% 8.3%
0%
20%
40%
60%
80%
100%
2013 2014
Re
ve
nu
e (
%)
Year
ICR Systems ($ M) IVR and Voice Portal Systems ($ M)
OBD Systems ($ M) QM Systems ($ M)
WFM Systems ($ M) Contact Center Analytics Systems ($ M)
Contact Center Systems Market: Percent Revenue Forecast by Product Segment, Latin America,
2013–2014
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Latin American Contact Center Systems Market –
Revenue by Region
Note: All figures are rounded. The base year is 2013. Source: Frost & Sullivan
Contact Center Systems Market: Percent of Revenue by Region, Latin America, 2013
Brazil 46%
Mexico 21%
CaCar (Central America and the
Caribbean) 9%
Andean Region 13%
Southern Cone 11%
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Appendix
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Legal Disclaimer
Source: Frost & Sullivan
Frost & Sullivan takes no responsibility for any incorrect information supplied to us by
manufacturers or users. Quantitative market information is based primarily on interviews and
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For information regarding permission, write to:
Frost & Sullivan
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Mountain View, CA 94041
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The Frost & Sullivan Story
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