LATIN AMERICA CONTACT CENTER SOFTWARE MARKET 2022-2028

ICT | Telecom and Internet

LATIN AMERICA CONTACT CENTER SOFTWARE MARKET 2022-2028

Market by Software & Service, Delivery Mode, Organization Size, End-user, and Country Outlook | Forecast 2022-2028

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Based on Triton’s report, the contact center software market in Latin America is anticipated to progress with a compound annual growth rate of 16.06% during the forecasted period from 2022-2028.



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The countries examined in the region are:

•         Brazil

•         Mexico

•         Rest of Latin America

In Latin America, Brazil captures the majority of shares in the contact center software market. The market’s growth can be attributed to the adoption of advanced and innovative technologies, including cloud computing, AI, machine learning, and 5G. Besides this, the surge in demand for cloud-based technology is expected to create novel opportunities for the contact center software market.   

In Brazil, the growth of the ICT industry and the deployment of contact centers are expected to create opportunities for the market. As per estimates, the total value of the information and communication technology industry soared significantly over the past few years. Furthermore, companies are investing significantly in technologies, supporting the adoption of contact center solutions. Therefore, these advancements drive the contact center software market.

Furthermore, in Mexico, strategic initiatives, technological advancements, and product launches are major factors in promoting the market’s growth. For instance, Datamark Inc introduced remote contact center operations to support service providers. Additionally, Logmein announced the deployment of GoToConnect to bring contact-center-as-a-service. Such developments are expected to fuel the adoption of contact center solutions, expanding the contact center software market.

In small and medium-sized enterprises, contact center software is primarily deployed for field service business processes, inventory management systems, customer relationship management solutions, etc. Besides this, it helps track and resolve customer queries. The deployment of these solutions helps ease the burdens of normal tasks, ensuring organizational development. The studied market’s growth is estimated based on organization size, delivery mode, end-user, and software & service. The organization size is divided into small & medium organizations and large organizations.

SAP SE, NEC, Aspect Software, Vonage, ZTE Corporation, Nice, Lifesize, and Atos are among the major companies in the market.

SAP SE develops enterprise software to manage business operations and customer relations. The company’s product line includes cloud-engineered systems, database software and technology, customer relationship management software, supply chain management software, and others. The company has operations across multiple regions, including Latin America.

 

Key deliverables of the report:

·       Market CAGR during the forecasting years 2022-2028

·       Detailed data highlighting key insights, industry components, and market strategies

·      Comprehensive information and estimation of the contact center software market revenue growth in Latin America and its influence on the parent market

·       In-depth study of forthcoming trends in consumer behavioral patterns

·       A meticulous analysis of the competitive landscape, vendor scorecard, and Porter’s Five Forces

·     A wide-ranging study of factors that will challenge the LA contact center software market’s growth during the upcoming years

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Table of Content

1. LATIN AMERICA CONTACT CENTER SOFTWARE MARKET - SUMMARY

2. INDUSTRY OUTLOOK

2.1. IMPACT OF COVID-19 ON THE CONTACT CENTER SOFTWARE MARKET

2.2. KEY INSIGHTS

2.2.1. INCREASING NEED TO ENHANCE CUSTOMER EXPERIENCE

2.2.2. RAPID ADVANCEMENTS IN CUSTOMER RELATIONSHIP MANAGEMENT

2.3. PORTER’S FIVE FORCES ANALYSIS

2.3.1. THREAT OF NEW ENTRANTS

2.3.2. THREAT OF SUBSTITUTES

2.3.3. BARGAINING POWER OF BUYERS

2.3.4. BARGAINING POWER OF SUPPLIERS

2.3.5. THREAT OF COMPETITIVE RIVALRY

2.4. KEY BUYING IMPACT ANALYSIS

2.4.1. FLEXIBILITY

2.4.2. SCALABILITY

2.4.3. EASE OF USE

2.4.4. DEPLOYMENT TIME

2.5. MARKET ATTRACTIVENESS INDEX

2.6. VENDOR SCORECARD

2.7. INDUSTRY COMPONENTS

2.8. REGULATORY FRAMEWORK

2.9. KEY MARKET STRATEGIES

2.9.1. ACQUISITIONS

2.9.2. PRODUCT LAUNCHES

2.9.3. CONTRACTS & AGREEMENTS

2.9.4. INVESTMENTS & EXPANSIONS

2.10. MARKET DRIVERS

2.10.1  INCREASING DEMAND FOR ADVANCED CONTACT CENTER TECHNOLOGIES

2.10.2  RISING PENETRATION OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS

2.10.3  CONTINUOUS AND RAPID TRANSITIONS TO CLOUD-BASED CONTACT CENTERS

2.11. MARKET CHALLENGES

2.11.1. CONCERNS REGARDING DATA SECURITY AND PRIVACY

2.11.2. HIGH INVESTMENT COSTS

2.12. MARKET OPPORTUNITIES

2.12.1. SURGE IN NEED FOR PERSONALIZED SERVICES

2.12.2. EMERGENCE OF ADVANCED TECHNOLOGIES

3. LATIN AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY SOFTWARE & SERVICE

3.1. SOFTWARE

3.2. SERVICES

4. LATIN AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY DELIVERY MODE

4.1. ON-PREMISE

4.2. CLOUD

5. LATIN AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY ORGANIZATION SIZE

5.1. SMALL & MEDIUM ORGANIZATION

5.2. LARGE ORGANIZATIONS

6. LATIN AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY END-USER

6.1. BFSI

6.2. HEALTHCARE

6.3. RETAIL & E-COMMERCE

6.4. GOVERNMENT AND EDUCATION

6.5. IT AND TELECOM

6.6. TRAVEL & HOSPITALITY

7. LATIN AMERICA CONTACT CENTER SOFTWARE MARKET – COUNTRY OUTLOOK

7.1. BRAZIL

7.2. MEXICO

7.3. REST OF LATIN AMERICA

8. COMPETITIVE LANDSCAPE

8.1. CISCO SYSTEMS INC

8.2. FIVE9 INC

8.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC

8.4. AVAYA INC

8.5. 8X8 INC

8.6. AMAZON WEB SERVICES INC

8.7. ENGHOUSE INTERACTIVE INC

8.8. UNIFY INC

8.9. SAP SE

8.10. NEC

8.11. ASPECT SOFTWARE

8.12. ATOS

8.13. VONAGE

8.14. ZTE CORPORATION

8.15. NICE

8.16. LIFESIZE

8.17. TALKDESK

8.18. VOCALCOM

9. RESEARCH METHODOLOGY & SCOPE

9.1. RESEARCH SCOPE & DELIVERABLES

9.2. SOURCES OF DATA

9.3. RESEARCH METHODOLOGY

List of Tables

TABLE 1:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

TABLE 2:  VENDOR SCORECARD

TABLE 3:  REGULATORY FRAMEWORK

TABLE 4:  ACQUISITIONS

TABLE 5:  LIST OF PRODUCT LAUNCHES

TABLE 6:  LIST OF CONTRACTS & AGREEMENTS

TABLE 7:  LIST OF INVESTMENTS & EXPANSIONS

TABLE 8:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)

TABLE 9:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)

TABLE 10:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)

TABLE 11:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)

TABLE 12:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

List of Figures

FIGURE 1:  KEY BUYING IMPACT ANALYSIS

FIGURE 2:  MARKET ATTRACTIVENESS INDEX

FIGURE 3:  INDUSTRY COMPONENTS

FIGURE 4:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)

FIGURE 5:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)

FIGURE 6:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)

FIGURE 7:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)

FIGURE 8:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)

FIGURE 9:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)

FIGURE 10:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)

FIGURE 11:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)

FIGURE 12:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)

FIGURE 13:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)

FIGURE 14:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)

FIGURE 15:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)

FIGURE 16:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)

FIGURE 17:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)

FIGURE 18:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)

FIGURE 19:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)

FIGURE 20:  LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)

FIGURE 21:  BRAZIL CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 22:  MEXICO CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 23:  REST OF LATIN AMERICA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

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