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Overview On The Latin American Contact Center Applications Markets

NEW YORK, March 28, 2013 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Overview on the Latin American Contact Center Applications Markets http://www.reportlinker.com/p01054118/Overview-on-the-Latin-American-Contact-Center-Applications-Markets.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

Different markets in the region present different set of opportunities for vendors. Increased activity has been seen along the whole region of a move toward self-service applications and using IVR as a tool for call resolution instead of call routing. The Latin American market also shows a strong interest and initial adoption of analytics solutions. Integrated suites of quality monitoring, workforce management, and analytics are starting to be strongly adopted. Very high on the agenda for most contact centers was the topic of social media. Leading companies and bigger outsourcers are in the experimental stages of using social media as a customer service channel.

TABLE OF CONTENTS

Executive Summary 10Market Overview 15Total Contact Center Applications Market -•External Challenges: Drivers and Restraints 23•Forecasts and Trends 29•Market Share and Competitive Analysis 39ICR Systems Segment Breakdown 45IVR Systems Segment Breakdown 50Outbound Segment Breakdown 55 APO Segment Breakdown 60Brazil Breakdown 65Mexico Breakdown 70 Central America and the Caribbean Breakdown 75Andean Region Breakdown 80Colombia Breakdown 85Southern Cone Breakdown 90Argentina Breakdown 95Chile Breakdown 100The Last Word (Conclusions and Implications) 105Appendix 108

List of FiguresTotal Contact Center Applications Market: Revenue Forecast by Segment, Latin America, 2011-2018 36Total Contact Center Application Market: Revenue Forecast by Region, Latin America, 2011-2018 38Total Contact Center Applications Market: Company Market Share Analysis of Top 5 Participants, Latin America, 2011 42Total Contact Center Applications Market: Competitive Structure, Latin America, 2011 43

List of ChartsTotal Contact Center Applications Market: Latin America, 2011 12Total Contact Center Applications Market: Percent Sales Breakdown by Application, Latin America, 2011 21Total Contact Center Applications Market: Percent Sales Breakdown by Region, Latin America, 2011 22Total Contact Center Applications Market: Key Market Drivers and Restraints, Latin America, 2012-2018 24Total Contact Center Applications Market: Revenue Forecast, Latin America, 2011-2018 31Total Contact Center Applications Market: Percent Revenue Forecast by Contact Center Band Size, Latin America, 2011-2018 33Total Contact Center Applications Market: Percent Revenue Forecast by Segment, Latin America, 2011-2018 35Total Contact Center Applications Market: Percent Revenue Forecast by Region, Latin America, 2011-2018 37Total Contact Center Applications Market: Percent of Sales, Latin America, 2011 40Total Contact Center Applications Market: Percent Market Share Evolution, Latin America, 2010-2011 41ICR Systems Segment: Market Engineering Measurements, Latin America 2011 46ICR Systems Segment: Revenue Forecast, Latin America, 2011-2018 47ICR Systems Segment: Percent Sales Breakdown, Latin America, 2011 49IVR Systems Segment: Market Engineering Measurements, Latin America, 2011 51IVR Systems Segment: Revenue Forecast, Latin America, 2011-2018 52IVR Systems Segment: Percent Sales Breakdown, Latin America, 2011 54Outbound Segment: Market Engineering Measurements, Latin America, 2011 56Outbound Segment: Revenue Forecast, Latin America, 2011-2018 57Outbound Segment: Percent Sales Breakdown, Latin America, 2011 59 APO Segment: Market Engineering Measurements, Latin America, 2011 61 APO Segment: Revenue Forecast, Latin America, 2011-2018 62 APO Segment: Percent Sales Breakdown, Latin America, 2011 64Contact Center Applications Market: Brazil, 2011 66Contact Center Applications Market: Revenue Forecast, Brazil, 2011-2018 67Contact Center Applications Market: Percent of Sales, Brazil, 2011 69Contact Center Applications Market: Mexico, 2011 71Contact Center Applications Market: Revenue Forecast, Mexico, 2011-2018 72Contact Center Applications Market: Percent of Sales, Mexico, 2011 74Contact Center Applications Market: Central America and the Caribbean, 2011 76Contact Center Applications Market: Revenue Forecast, Central America and the Caribbean, 2011-2018 77Contact Center Applications Market: Percent of Sales, Central America and the Caribbean, 2011 79Contact Center Applications Market: Andean Region, 2011 81Contact Center Applications Market: Revenue Forecast, Andean Region, 2011-2018 82Contact Center Applications Market: Percent of Sales, Andean Region, 2011 84Contact Center Applications Market: Colombia, 2011 86Contact Center Applications Market: Revenue Forecast, Colombia, 2011-2018 87Contact Center Applications Market: Percent of Sales, Colombia, 2011 89Contact Center Applications Market: Southern Cone, 2011 91Contact Center Applications Market: Revenue Forecast, Southern Cone, 2011-2018 92Contact Center Applications Market: Percent of Sales, Southern Cone, 2011 94Contact Center Applications Market: Argentina, 2011 96Contact Center Applications Market: Revenue Forecast, Argentina, 2011-2018 97Contact Center Applications Market: Percent of Sales, Argentina, 2011 99Contact Center Applications Market: Chile, 2011 101Contact Center Applications Market: Revenue Forecast, Chile, 2011-2018 102Contact Center Applications Market: Percent of Sales, Chile, 2011 104Total Contact Center Applications Market: Latin America, 2011 110

To order this report: Overview on the Latin American Contact Center Applications Markets

__________________________Contact Clare: clare@reportlinker.com US:(339) 368 6001 Intl:+1 339 368 6001

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Copyright 2011 PR Newswire. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.

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