Latin American Cloud Contact Center Market, Forecast to 2022

New Participants, Partnerships, and Acquisitions Begin Crafting a Nascent Market
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Published: 13 Jun 2017

Latin America cloud contact center market revenue is expected to increase from $37.7 million in 2016 to $213.5 million by 2022, at a compound annual growth rate of 33.5%. This outlook considers the growth potential of hardware, software, connectivity, and services, and of primary verticals. The base year is 2016 and the forecast period is from 2017 to 2021. For the purposes of this research, cloud contact center is a network-based service, where either a vendor or a third party (e.g., a service provider or an integrator) owns, maintains, and manages a multi-tenant or multi-instance contact center technology platform, accessed by users through their Internet browser. The revenue forecasts do not include equipment or installation costs incurred by enterprise customers. The study covers both multi-tenant and multi-instance cloud contact center services, but it does not include premises-based multi-instance solutions or hosted single-tenant solutions. Primary research included extensive interviews with CEOs, vice presidents, directors, and other executives. Forecasts were based on information in the Frost & Sullivan knowledge base, a modeled analysis of the impacts of various drivers and restraints over the forecast period across Latin America, and modeled demand analysis. These data triangulation and market breakdown procedures were employed to complete the overall market engineering process and to arrive at the exact statistics for all segments. The Latin American cloud contact center market ecosystem comprises vendors, integrators, and service providers offering cloud contact center technologies. Companies include Genesys, InConcert, Crossnet, Sixbell, Wittel, Vocalcom, Plusoft, e-Contact, Five9, NICE, among others. The study presents market drivers and restraints through 2022. It provides insights regarding growth opportunities and emerging trends that will affect market participants over the forecast period. Key questions this study will answer: • In what stage is the market, and at what rate will it grow in the next 6 years? • What is the industry status within the Latin American countries? Which countries present the greatest opportunities? • 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? • In which speed are different industry verticals adopting the cloud? • How will each of the applications markets evolve in the short and medium term?

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