Latin American contact center market size will grow at 7 percent CAGR to reach $506 million in 2019 from $315 million in 2012, said Frost & Sullivan.
Analytics is the leading segment in terms of growth. Moreover, integration with social media will also speed, according to Frost & Sullivan’s Latin American Contact Center Systems Market 2013.
The report says the contact center market progressed in recent years in quality, performance and infrastructure.
Both large and small suppliers are demanding performance optimization tools such as contact center analytics and work force management (WFM).
The market for Mexican systems contact center will present the highest growth rates in the region, driven by the favorable labor market and a healthy economy.
In 2013, Brazil will remain a leader in the Latin American market with an estimated share of 45.4 percent.
Many companies in the region are still recovering from the economic downturn. The report says customized solutions will be crucial to success. As the market recovers, manufacturers need a structure able to provide customized solutions for various clients from all sectors.
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