January 7, 2016
New analysis from a leading market research firm is showing Latin America what much of the world already knows: An omnichannel strategy can yield significant returns in the contact center industry.
That’s one conclusion reached by Frost & Sullivan (News – Alert) (F&S) concluded in its new report, “Latin American Contact Systems Market 2015.” The recently released study offers a wealth of reliable information for decision makers, noting that “contact center analytics, workforce management, and quality monitoring applications are gradually gaining companies’ attention,” especially in Latin America.
Taking a new direction is sure to pay off big time.
“Companies have begun to realize the importance of speech, voice, and process analytics, as well as workforce management and quality monitoring applications,” said Maiara Paula Munhoz, Digital Transformation Industry Analyst at Frost & Sullivan, in a statement. “The poor economic situation in Brazil and other Latin American countries is driving higher demand for these applications among companies seeking to boost productivity and efficiency, optimize costs, and retain customers.”
Brazil, which accounts for nearly half of total revenue in the Latin American contact center systems market, is in the midst of an economic and political crisis, F&S noted.
“With inflation in the country reaching 9.2 percent and uncertainty plaguing most markets in the region, contact center system vendors need to reinvent themselves to survive,” F&S said. “They should also offer more innovative solutions to help their customers increase productivity,” they added.
“Organizations will gravitate toward hosted and cloud-based contact center systems because their total cost of ownership is lower than that of on-premises solutions,” Munhoz noted. “Secondly, the shift from a capital expenditure model to an operating expenditure model will simplify cost management for companies.”
Frost & Sullivan also said that the devaluation of Latin American currencies against the U.S. dollar is dampening investment in contact center systems, as deals are conducted in dollars. Colombia, Mexico, and Brazil will be particularly affected, as their currencies are expected to depreciate by 24 percent, 14 percent, and 40 percent, respectively.