Latin American Contact Center Systems Market, Forecast to 2022

Addition of New Analytics Capabilities and WFO Applications Refresh Drive Modest Growth in the Market
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Published: 10 Jan 2018

Latin American contact center systems market revenue is expected to increase from $222.2 million in 2016 to $271.1 million by 2022, at a compound annual growth rate of 3.4%. The base year is 2016 and the forecast period is from 2017 to 2022. This study is for contact centers that are premise-based. Premise systems are those that the customers purchase and maintain on their own premises. Revenue calculations for cloud versus premise are not the same. Contact Center Systems (CCS) revenue includes software licenses sold to service providers (for hosting), as the sale is simply a license sale (whether the service provider is simply sitting on it, or has already actively hosted the seat, does not matter). Therefore, any money that a solution provider is making selling its licenses to a partner stays here. 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 contact center systems market ecosystem comprises vendors offering contact center systems technologies. Companies include Avaya, Genesys, Altitude Software, Aspect, InConcert, Vocalcom, Verint, NICE, Cisco, Tecnovoz, among others. Regions covered include Brazil, Mexico, Central America and the Caribbean, the Southern Cone and the Andean Region. The study presents market definitions, drivers and restraints, forecast by industry vertical, contact center size, region and product segment through 2022, as well as market shares for the total market and by product segment and region for 2015 and 2016. It provides insights regarding growth opportunities, emerging trends and key takeaways that will affect market participants over the forecast period. Key questions this study will answer: • In which 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 or challenges? • 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 for? • How will each of the applications markets’ evolve in the short and medium term?



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