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Boom Times Coming for Latin America Call Centers

By TMCnet Staff

For some time now, analysts and market research experts having been predicting the end of traditional call centers. Cloud solutions are in, they said, and traditional call center setup had no place anymore, they claimed.

Well, they may be wrong, at least in Latin America.

Cloud solutions may be the new favorites of contact center service providers, but that will not stop from contact center solutions from registering an impressive growth in Latin America. In its new report, “Latin American Contact Center Systems Market 2014,” Frost & Sullivan (News - Alert) found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.

And there’s more good news for the future. According to the findings, Frost & Sullivan expects this to go up to $380.6 million in 2018. The range of the study includes inbound contact routing, interactive voice response (IVR) and voice portals, as well as outbound dialers, quality monitoring, workforce management, and contact center analytic systems.

But the findings do not mean that traditional contact center companies will have it easy in this market. Small and medium companies are showing an unprecedented interest in cloud technologies and this is a technology shift waiting to happen sooner or later. When that happens, traditional contact centers are likely to find going tough, the report warns.

“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.”

In another report, Frost & Sullivan had reported that there will be increased growth in IP Telephony for enterprises in Latin America over the next six years. This is mainly because of stronger reliability of services in that region these days, the report noted.