LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

ICT | Telecom and Internet

LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

Market By Component, Type, Deployment, Industrial Vertical And Geography | Forecast 2020-2028

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According to a Triton Market Research report on the complaint management software market in Latin America, the industry will exhibit growth at a CAGR of 7.92%, in the forecasting period 2020-2028.

The countries reviewed in the Latin American complaint management software market are:

           Mexico

           Brazil

           Rest of Latin America



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In Mexico, government agencies are turning towards digitization and focusing on providing cloud based e-government services. Different end-user segments like healthcare and BFSI consider cloud technology as the next generation computing revolution. These factors are expected to fuel the growth of the cloud market in Mexico and open new horizons for cloud service providers.

At present, there is an increasing concern regarding medical errors resulting in disability, morbidity, excess time in hospitals and even mortality. The CONAMED (National Commission of Medical Arbitration) is an independent agency of the Health Ministry that was established in 1996 in Mexico with the aim of identifying issues related to healthcare. CONAMED solves the complaints submitted by patients or by any end-user of public & private health services. It aims to enhance the medical care quality.

The agency receives about 1500 complaints every year, recorded on-premises. The major drawback of this kind of system is that many of the complaints submitted get misplaced. With the increasing implementation of cloud services in Mexico, CONAMED can adopt the cloud complaint management system that will help in segregating and identifying the complaints registered.

Freshworks is a company that provides SaaS customer engagement solutions to organizations of different sizes. The company offers various products, namely, Freshsales, Freshdesk, Freshcaller, Freshteam, Freshservice, Freshmarketer, Freshrelease and Freshchat. The company provides a cloud-based suite that is widely used by different businesses throughout the world, including Rightmove, NHS, Citizens Advice, Toshiba, Hugo Boss, Honda and Cisco. The company operates majorly in the Latin American region.

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Table of Content

1.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET - SUMMARY                

2.    LATIN AMERICA INDUSTRY OUTLOOK                 

2.1. MARKET DEFINITION                 

2.2. KEY INSIGHTS                  

2.2.1.   NORTH AMERICA HOLDS THE LARGEST MARKET SHARE                     

2.2.2.   SERVICES IS THE FASTEST GROWING COMPONENT                  

2.2.3.  GOVERNMENT AND DEFENCE HOLDS THE LARGEST MARKET SHARE AMONGST INDUSTRIAL VERTICALS                  

2.3. PORTER’S FIVE FORCE ANALYSIS               

2.3.1.   THREAT OF NEW ENTRANTS               

2.3.2.   THREAT OF SUBSTITUTE                       

2.3.3.   BARGAINING POWER OF SUPPLIERS           

2.3.4.   BARGAINING POWER OF BUYERS                 

2.3.5.   THREAT OF COMPETITIVE RIVALRY              

2.4. MARKET ATTRACTIVENESS INDEX              

2.5. VENDOR SCORECARD             

2.6. MARKET DRIVERS                     

2.6.1.   NEED TO INCREASE CUSTOMER SATISFACTION AND PROTECT BRAND REPUTATION             

2.6.2.   INCREASING AUTOMATED WORKFLOW AND COMPLAINT MANAGEMENT OPERATIONS

2.7. MARKET RESTRAINTS              

2.7.1.   INSUFFICIENT USEFUL DATA TO RESOLVE CUSTOMER COMPLAINTS             

2.8. MARKET OPPORTUNITIES

2.8.1.  INTEGRATION OF NEW TECHNOLOGIES SUCH AS AI AND NLP IN COMPLAINT MANAGEMENT SOFTWARE                                  

2.9. MARKET CHALLENGES            

2.9.1.   FRAGMENTED AND INSUFFICENT INFORMATION             

2.9.2.   INFLEXIBLE, OUTDATED SYSTEMS                

3.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY COMPONENT               

3.1. SOFTWARE                       

3.2. SERVICE               

4.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY TYPE                 

4.1. INTEGRATED                    

4.2. STAND-ALONE                 

5.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY DEPLOYMENT             

5.1. ON-PREMISES                 

5.2. CLOUD                   

6.  LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY INDUSTRIAL VERTICAL                    

6.1. BFSI            

6.2. RETAIL                   

6.3. GOVERNMENT & PUBLIC SECTOR               

6.4. IT & TELECOM                  

6.5. HOSPITALITY                    

6.6. HEALTHCARE                  

6.7. OTHERS                 

7.    LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET – REGIONAL OUTLOOK                      

7.1. BRAZIL                   

7.2. MEXICO                  

7.3. REST OF LATIN AMERICA                                

8.    COMPETITIVE LANDSCAPE            

8.1. ASSURX INC                     

8.2. EQUINITI                

8.3. ETQ LLC                 

8.4. FRESHWORKS INC                    

8.5. MASTERCONTROL INC             

8.6. ORACLE                 

8.7. QUANTIVATE LLC           

8.8. SALESFORCE.COM INC            

8.9. SPARTA SYSTEMS INC             

8.10. ZENDESK INC    

8.11. ZOHO CORPORATION PVT LTD                   

9.    METHODOLOGY & SCOPE              

9.1. RESEARCH SCOPE                   

9.2. RESEARCH SCOPE & DELIVERABLES                    

9.3. SOURCES OF DATA

9.4. RESEARCH METHODOLOGY   

List of table

TABLE 1: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 2: VENDOR SCORECARD

TABLE 3: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 4: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 5: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 6: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 7: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

List of Figures

FIGURE 1: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 2: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 3: PORTER’S FIVE FORCE ANALYSIS

FIGURE 4: MARKET ATTRACTIVENESS INDEX

FIGURE 5: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SOFTWARE, 2020-2028 (IN $ MILLION)

FIGURE 6: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 7: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INTEGRATED, 2020-2028 (IN $ MILLION)

FIGURE 8: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY STAND-ALONE, 2020-2028 (IN $ MILLION)

FIGURE 9: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY ON PREMISES, 2020-2028 (IN $ MILLION)

FIGURE 10: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY CLOUD, 2020-2028 (IN $ MILLION)

FIGURE 11: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY BFSI, 2020-2028 (IN $ MILLION)

FIGURE 12: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY RETAIL, 2020-2028 (IN $ MILLION)

FIGURE 13: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 14: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY IT & TELECOM, 2020-2028 (IN $ MILLION)

FIGURE 15: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HOSPITALITY, 2020-2028 (IN $ MILLION)

FIGURE 16: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HEALTHCARE, 2020-2028 (IN $ MILLION)

FIGURE 17: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, BY OTHERS, 2020-2028 (IN $ MILLION)

FIGURE 18: LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)

FIGURE 19: BRAZIL COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 20: MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 21: REST OF LATIN AMERICA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

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