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Frost & Sullivan: Colombian and Peruvian Contact Center Outsourcers Focus on the Americas

-- Spain's dwindling contribution to the offshoring segment has compelled market participants to alter their geographical strategy

BUENOS AIRES, Argentina, Aug. 29, 2014 /PRNewswire/ -- A mix of quality and competitive costs ensured that the contact center outsourcing services markets in Colombia and Peru were among the most dynamic markets in Latin America up until last year. Since 2013, the market has lost some of its pace as competitive pressures have intensified with the entry of many participants. To navigate the transformed landscape, contact center outsourcing service providers will have to keep up with new entrants' world-class practices, which have elevated quality standards in both countries.

Sebastian Menutti, ICT Industry Analyst, Frost & Sullivan
Sebastian Menutti, ICT Industry Analyst, Frost & Sullivan

Photo - http://photos.prnewswire.com/prnh/20140828/141113

New analysis from Frost & Sullivan, Colombia and Peru Contact Center Outsourcing Services Markets 2014, finds that the Colombian market earned $1,045.6 million in 2013 and estimates this to reach $2,206.2 million in 2020. Peru's market revenues stood at $385.4 million in 2013 and this is projected to go up to $647.3 million in 2020.

"In the Colombian contact center outsourcing services market, domestic business still accounts for more than 70 percent of the revenues. However, revenues from the offshoring segment are growing at a faster rate than those from domestic business as a result of multiple deals with the United States," said Frost & Sullivan Information & Communication Technologies Industry Analyst Sebastian Menutti. "Meanwhile, in the Peruvian market, nearshoring from South American countries such as Argentina and Chile is bringing in new business."

In 2013, Spain once again emerged as the main destination that offshored work to contact center outsourcing service providers in Colombia and Peru. Nevertheless, offshoring revenues generated from Spain in 2013 decreased in Peru and suffered from a growth slowdown in Colombia, owing to the recent Spanish economic crisis. 

"Consequently, several Colombian and Peruvian contact center outsourcers were forced to refocus their business models and direct their commercial efforts either to domestic businesses in the high-performing local economies or businesses in other countries likely to avail offshoring services," noted Menutti. "Prime targets for developing the offshoring segment have been South and North America, which are expected to become the dominant regions driving this segment by 2020."

For more information on this study, please email Francesca Valente, Corporate Communications, at francesca.valente@frost.com.

Colombia and Peru Contact Center Outsourcing Services Markets 2014 is part of the Contact Centers & CRM (http://www.contactcenter.frost.com) Growth Partnership Service program. Frost & Sullivan's related studies include: Latin American Contact Center Systems Market 2014, Brazilian BPO and Contact Center Outsourcing Services Market 2014, Argentine and Chilean Contact Center Outsourcing Services Markets, and Mexico and Central America and the Caribbean Contact Center Outsourcing Services Markets. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

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Colombia and Peru Contact Center Outsourcing Services Markets 2014
NDB7-76

Contact:
Francesca Valente
Corporate Communications – Latin America
P: +54 11 4777 5300
F: +54 11 4777 5300
E: francesca.valente@frost.com

http://www.frost.com

Photo - http://photos.prnasia.com/prnh/20140829/8521404878

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Frost & Sullivan: Contact Center Systems See Steady Growth in Latin America despite Emergence of Cloud

SAO PAULO, Aug. 7, 2014 /PRNewswire/ -- The Latin American contact systems market is expected to experience tempered growth as several companies transfer their investments to hosted and cloud solutions. However, the relevant quantity of existing legacy infrastructure in large enterprises will offer significant market opportunities for contact center system vendors in the region.

Maiara Munhoz, ICT Industry Analyst, Frost & Sullivan.
Maiara Munhoz, ICT Industry Analyst, Frost & Sullivan.

Photo - http://photos.prnewswire.com/prnh/20140806/134075

New analysis from Frost & Sullivan, Latin American Contact Center Systems Market 2014, finds that the market earned revenues of $260.4 million in 2013 and estimates this to reach $380.6 million in 2018. The study covers inbound contact routing, interactive voice response (IVR) and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytic systems.

The Latin American market for contact center systems will become intensely competitive as small and medium companies shift their focus to the cloud. Cloud-based models not only provide a lower total cost of ownership than premises-based solutions, but also simplify cost management and payment.

"Nevertheless, most of larger companies in the region continue to own and control legacy infrastructure and the applications provided by on-premise models, as they remain skeptical about the information security and reliability of cloud-based solutions," said Frost & Sullivan Information and Communication Technologies Industry Analyst Maiara Paula Munhoz. "This will present immense growth potential for vendors, especially in the IVR and contact center analytics segments."

The integration of new channels and the addition of omni-channel strategies such as social media and mobility will further drive enterprise investment in contact center systems. With verticals such as telecommunications, healthcare, utilities and energy, retail and consumer goods, and insurance likely to increase in size, vendors must widen their portfolio to cater to various demands.

"The Argentinean and Chilean markets in particular, will witness a spurt in demand, while Brazil will present slower growth," observed Munhoz. "Overall, the Latin American market will remain highly concentrated throughout the forecast period; the 66.2 percent of the total market accounted for by the top five participants in 2013 will see minimal change."

If you are interested in more information on this study, please send an e-mail to Francesca Valente, Corporate Communications, at francesca.valente@frost.com.

Latin American Contact Center Systems Market 2014 is part of the Contact Centers & CRM (http://www.contactcenter.frost.com) Growth Partnership Service program. Frost & Sullivan's related studies include: EMEA Contact Center Systems Market, North American Hosted Contact Center Market, Brazilian BPO and Contact Center Outsourcing Services Market 2014, and Argentine and Chilean Contact Center Outsourcing Services Markets. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us:     Start the discussion

Join Us:           Join our community

Subscribe:       Newsletter on "the next big thing"

Register:         Gain access to visionary innovation

Latin American Contact Center Systems Market 2014
NDED-76

Contact:
Francesca Valente
Corporate Communications – Latin America
P: +54 11 4777 5300
F: +54 11 4777 5300
E: francesca.valente@frost.com

http://www.frost.com

Read More »