Abstract
The market for contact center solutions in Latin America has already reached a level of relative maturity, composed mostly by international and regional participants. However, an increasing number of local participants and international new entrants in the region. In this research service, pricing, competitive and technology trends are analyzed, as well as detailed profiles of competitors and their offerings. Current market status and forecasts for 2012 are provided by revenue and application, including ACD, CTI, IVR, predictive dialing IP contact centers and advanced solutions.
Table of Contents
1.MARKET OVERVIEW
Introduction
- Market Definitions
Market Engineering Measurements
- Market Drivers and Restraints
- Market Challenges
- Market Engineering Measurements
2. MARKET FORECAST AND TRENDS
Market Forecasts
- Current Market Status
- Market Forecast Overview
Technology Analysis
- ACD
- CTI
- IVR
- Predictive Dialing
- IP Contact Center
- Advanced Solutions
Market Trends
- Pricing Trends and Strategies
- Distribution Channels
- Vertical Market Assessment
Regional Trends
- Brazil
- Mexico
- Southern Cone
- Andean Region
- Central America and Caribbean
3. COMPETITIVE ANALYSIS
Competitive Environment
- Market Share Analysis
Company Profiles
- Alcatel-Lucent
- Avaya
- Cisco
- Etalk
- Genesys
- Nice
- Nortel
- Siemens
- Tecnovoz
- Witness Systems
Product Analysis
- Vendor Product Offering
