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Latin American Contact Center Systems Market 2014

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Companies are Shifting their Focus to Cloud-based Contact Center Solutions

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Latin American Contact Center Systems Market 2014

  1. 1. Latin American Contact Center Systems Market 2014 Companies are Shifting their Focus to Cloud-based Contact Center Solutions July 2014 NDED-76
  2. 2. NDED-76 2 Research Team Maiara Paula Munhoz Industry Analyst Information and Communication Technologies Latin America (5511) 3065-8478 maiara.munhoz@frost.com Lead Analyst Juan Manuel González Industry Manager Information and Communication Technologies Latin America (5511) 3065-8422 juan.gonzalez@frost.com Research Director Strategic Review Committee Leader José Roberto Mavignier Director Information and Communication Technologies Latin America (5511) 3065-8463 joseroberto.mavignier@frost.com
  3. 3. NDED-76 3 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
  4. 4. NDED-76 4 Research Objectives and Scope
  5. 5. NDED-76 5 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 .
  6. 6. NDED-76 6 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
  7. 7. NDED-76 7 Executive Summary
  8. 8. NDED-76 8 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.
  9. 9. NDED-76 9 External Challenges: Drivers and Restraints
  10. 10. NDED-76 10 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
  11. 11. NDED-76 11 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 Revenue(%) 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
  12. 12. NDED-76 12 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%
  13. 13. NDB6-76 13 Appendix
  14. 14. NDB6-76 14 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 therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Our customers acknowledge, when ordering or downloading, that Frost & Sullivan Research Services are for customers’ internal use and not for general publication or disclosure to third parties. No part of this Research Service may be given, lent, resold or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the permission of the publisher. For information regarding permission, write to: Frost & Sullivan 331 E. Evelyn Ave. Suite 100 Mountain View, CA 94041
  15. 15. NDED-76 15 The Frost & Sullivan Story
  16. 16. NDB6-76 16 Who is Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.
  17. 17. NDB6-76 17 What Makes Us Unique All services aligned on growth to help clients develop and implement innovative growth strategies Continuous monitoring of industries and their convergence, giving clients first mover advantage in emerging opportunities More than 40 global offices ensure that clients gain global perspective to mitigate risk and sustain long term growth Proprietary TEAM Methodology integrates 7 critical research perspectives to optimize growth investments Career research and case studies for the CEOs’ Growth Team to ensure growth strategy implementation at best practice levels Close collaboration with clients in developing their research-based visionary perspective to drive GIL Focused on Growth Industry Coverage Global Footprint Career Best Practices 360 Degree Perspective Visionary Innovation Partner
  18. 18. NDB6-76 18 TEAM Methodology Frost & Sullivan’s proprietary TEAM Methodology ensures that clients have a complete 360 Degree PerspectiveTM from which to drive decision making. Technical, Econometric, Application, and Market information ensures that clients have a comprehensive view of industries, markets, and technology. Technical Real-time intelligence on technology, including emerging technologies, new R&D breakthroughs, technology forecasting, impact analysis, groundbreaking research, and licensing opportunities. Econometric In-depth qualitative and quantitative research focused on timely and critical global, regional, and country-specific trends, including the political, demographic, and socioeconomic landscapes. Application Insightful strategies, networking opportunities, and best practices that can be applied for enhanced market growth; interactions between the client, peers, and Frost & Sullivan representatives that result in added value and effectiveness. Market Global and regional market analysis, including drivers and restraints, market trends, regulatory changes, competitive insights, growth forecasts, industry challenges, strategic recommendations, and end-user perspectives.
  19. 19. NDB6-76 19 Our Global Footprint 40+ Offices Scanning the Globe for Opportunities and Innovation