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Pulished Date April, 2021
ID: 9071
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Latin America Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast (2021 - 2026)

Pulished: April, 2021
ID: 9071
Pages: 97

Latin America Cloud-Based Contact Center Market Size & Growth (2021 – 2026)

The Latin America Cloud-Based Contact Center Market is currently valued at 797 Million USD in 2020. The market is expected to grow at a CAGR of 22.7% over the forecast period to reach a valuation of 2.1 Billion USD in 2026.

Market Overview

The Cloud Contact Center is the center of an organization hosted on an Internet network from which all outbound and inbound communications are handled. Cloud contact centers communicate with the aid of social media platforms, emails, voice and the Internet, which can be accessed from virtually any place. Cloud contact centers are used to reduce costs, increase ROI, maximize agent performance, improve mobility and scalability, and enhance customer experience and empowerment. The implementation model for cloud-based contact centers allows companies to set up centers for third-party organizations.

Recent Developments

In 2019, Google unveiled a beta version of its Contact Center AI to aid retailers with responsive customer service by phone support without sacrificing customer experience.

Geographical Analysis

The countries included in the regional analysis of the Latin America Cloud-Based Contact Center Market include Brazil, Argentina, Venezuela, Peru, Chile, Uruguay etc. Brazil market has the largest share in Latin America's Country-based Cloud Contact Center business in 2019 and will remain a dominant market until 2024. Argentina market is expected to experience a CAGR of 28.8% during the duration 2019-2024 in the Latin American market.

Market Drivers, Restraints And Opportunities

Major factors which have helped drive the Latin American Cloud-Based Contact Center Market forward are-

  • The e-commerce industry is making a huge contribution to the development of cloud contact centers.
  • Most large corporations understand that Cloud-based contact centers are a very cost-effective method of setting up their centers in an environment that offers inexpensive skilled labor.
  • With the increasing acceptance of the cloud, the number of service providers offering full suites of contact center applications is growing rapidly.

The factors holding the Latin America Cloud-Based Contact Center Market back include-

  • If a company is setting up a cloud-based contact center outside the country, it is effectively eliminating jobs from its own country, and there has recently been a great deal of pressure from the government to prevent this.
  • Increasing competition in the retail market and evolving trends in customer services, preferences, attitudes and e-commerce are driving the growth of the cloud-based contact center sector. Many retailers, both offline and online, find cloud contact centers to be revenue streams with customer experience as a strategic priority.

Market Segmentation

  1. Latin America Cloud-Based Contact Center Market by Solution

  • ACD
  • APO
  • Dialers
  • IVR
  • CTI
  • Reporting and Analytics
  • Security

The CTI product is projected to have the largest market share among the solutions. Requirements include call routing and queuing, information management and tracking, chat content and monitoring, real-time decision-making, and workplace optimization.

  1. Latin America Cloud-Based Contact Center Market by Service

  • Professional
  • Managed
  1. Latin America Cloud-Based Contact Center Market by Application

  • Call routing and queuing
  • Data integration and recording
  • Chat quality and monitoring
  • Real-time decision-making
  • Workforce Optimization (WFO)
  1. Latin America Cloud-Based Contact Center Market by Deployment Mode

  • Public cloud
  • Private cloud
  • Hybrid cloud
  1. Latin America Cloud-Based Contact Center Market by Organization Size

  • Small and Medium-sized Enterprises
  • Large Enterprises

The category of large enterprises is projected to have a larger market size due to the high demand for improved cloud-based contact center systems that help to improve customer experience. Cloud-based contact centers are commonly used by companies because of their benefits, such as high scalability, greater efficiency, rapid deployment and lower capital costs.

  1. Latin America Cloud-Based Contact Center Market by Vertical

  • Banking, Financial Services, and Insurance
  • Consumer goods and retail
  • Government and public sector
  • Healthcare and life sciences
  • Manufacturing
  • Media and entertainment
  • Telecommunication and Information Technology Enabled Services
  • Others
  1. Latin America Cloud-Based Contact Center Market by Region

  • Brazil
  • Argentina
  • Venezuela
  • Chile
  • Uruguay
  • Peru

Key Market Players:

The key market players in the Latin America Cloud-Based Contact Center Market include 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), and 3CLogic (US).

Latin America Cloud-Based Contact Center Market Research Report Key Highlights:

  • Current and future market perspectives for Latin America Cloud-Based Contact Center Market in developed and emerging markets.
  • Analyze different market perspectives using the analysis of five Porter forces
  • The segment that is expected to dominate the market.
  • Regions that are expected to grow faster during the forecast period.
  • Identify the latest developments, market shares, and strategies of key market participants.

1. Introduction            

    1.1 Market Definition        
    1.2 Study Deliverables        
    1.3 Base Currency, Base Year and Forecast Periods        
    1.4 General Study Assumptions        

2. Research Methodology            

    2.1 Introduction        
    2.2 Research Phases        

        2.2.1 Secondary Research     
        2.2.2 Primary Research    
        2.2.3 Econometric Modelling    
        2.2.4 Expert Validation    

    2.3 Analysis Design        
    2.4 Study Timeline        

3. Overview            

    3.1 Executive Summary        
    3.2 Key Inferences        
    3.3 Epidemology        

4. Drivers, Restraints, Opportunities, and Challenges Analysis (DROC)            

    4.1 Market Drivers        
    4.2 Market Restraints        
    4.3 Key Challenges        
    4.4 Current Opportunities in the Market        

5. Market Segmentation            

    5.1 Solution        

        5.1.1 Introduction    
        5.1.2 ACD    
        5.1.3 APO    
        5.1.4 Dialers    
        5.1.5 IVR    
        5.1.6 CTI    
        5.1.7 Reporting and Analytics    
        5.1.8 Security    
        5.1.9 Y-o-Y Growth Analysis, By Solution     
        5.1.10 Market Attractiveness Analysis, By Solution     
        5.1.11 Market Share Analysis, By Solution     

    5.2 Service        

        5.2.1 Introduction    
        5.2.2 Professional    
        5.2.3 Managed    
        5.2.4 Y-o-Y Growth Analysis, By Service     
        5.2.5 Market Attractiveness Analysis, By Service     
        5.2.6 Market Share Analysis, By Service     

    5.3 Application        

        5.3.1 Introduction    
        5.3.2 Call routing and queuing    
        5.3.3 Data integration and recording    
        5.3.4 Chat quality and monitoring    
        5.3.5 Real-time decision-making    
        5.3.6 Workforce Optimization     
        5.3.7 Y-o-Y Growth Analysis, By Application     
        5.3.8 Market Attractiveness Analysis, By Application     
        5.3.9 Market Share Analysis, By Application     

    5.4 Deployment Mode        

        5.4.1 Introduction    
        5.4.2 Public cloud    
        5.4.3 Private cloud    
        5.4.4 Hybrid cloud    
        5.4.5 Y-o-Y Growth Analysis, By Deployment Mode     
        5.4.6 Market Attractiveness Analysis, By Deployment Mode     
        5.4.7 Market Share Analysis, By Deployment Mode     

    5.5 Organization Size        

        5.5.1 Small and Medium-sized Enterprises    
        5.5.2 Large Enterprises    
        5.5.3 Y-o-Y Growth Analysis, By Organization Size    
        5.5.4 Market Attractiveness Analysis, By Organization Size    
        5.5.5 Market Share Analysis, By Organization Size    

    5.6 Vertical        

        5.6.1 Banking, Financial Services, and Insurance    
        5.6.2 Consumer goods and retail    
        5.6.3 Government and public sector    
        5.6.4 Healthcare and life sciences    
        5.6.5 Manufacturing    
        5.6.6 Media and entertainment    
        5.6.7 Telecommunication and Information Technology Enabled Services    
        5.6.8 Others    
        5.6.9 Y-o-Y Growth Analysis, By Vertical    
        5.6.10 Market Attractiveness Analysis, By Vertical    
        5.6.11 Market Share Analysis, By Vertical    

6. Geographical Analysis            

    6.1 Introduction        

        6.1.1 Regional Trends    
        6.1.2 Impact Analysis    
        6.1.3 Y-o-Y Growth Analysis    

            6.1.3.1 By Geographical Area
            6.1.3.2 By Solution
            6.1.3.3 By Service
            6.1.3.4 By Application
            6.1.3.5 By Deployment Mode
            6.1.3.6 By Organization Size
            6.1.3.7 By Vertical

        6.1.4  Market Attractiveness Analysis    

            6.1.4.1 By Geographical Area
            6.1.4.2 By Solution
            6.1.4.3 By Service
            6.1.4.4 By Application
            6.1.4.5 By Deployment Mode
            6.1.4.6 By Organization Type
            6.1.4.7 By Vertical

        6.1.5  Market Share Analysis    

            6.1.5.1 By Geographical Area
            6.1.5.2 By Solution
            6.1.5.3 By Service
            6.1.5.4 By Application
            6.1.5.5 By Deployment Mode
            6.1.5.6 By Organization Type
            6.1.5.7 By Vertical

    6.2 Brazil        
    6.3 Mexico        
    6.4 Rest of Latin America        

7. Strategic Analysis            

    7.1 PESTLE analysis        

        7.1.1 Political    
        7.1.2 Economic    
        7.1.3 Social    
        7.1.4 Technological    
        7.1.5 Legal    
        7.1.6 Environmental    

    7.2 Porter’s Five analysis        

        7.2.1 Bargaining Power of Suppliers    
        7.2.2 Bargaining Power of Consumers    
        7.2.3 Threat of New Entrants    
        7.2.4 Threat of Substitute Products and Services    
         7.2.5 Competitive Rivalry within the Industry    

8. Market Leaders' Analysis            

    8.1 8x8 Inc        

        8.1.1 Overview    
        8.1.2 Product Analysis    
        8.1.3 Financial analysis    
        8.1.4 Recent Developments    
        8.1.5 SWOT analysis    
        8.1.6 Analyst View    
    8.2 Five9        
    8.3 Cisco Systems         
    8.4 Genesys         
    8.5 Oracle        
    8.6 NewVoiceMedia        
    8.7 Connect First         
    8.8 Aspect Software         
    8.9 3CLogic         

9.Competitive Landscape            

    9.1 Market share analysis        
    9.2 Merger and Acquisition Analysis        
    9.3 Agreements, collaborations and Joint Ventures        
    9.4 New Product Launches        

10.Market Outlook and Investment Opportunities            

Appendix            

    a) List of Tables        
    b) List of Figures       

  • Regional and country-level analysis and forecasts of the study market; providing Insights on the major countries/regions in which this industry is blooming and to also identify the regions that are still untapped
  • Segment-level analysis in terms of solution, service, application, deployment, organization size and vertical along with market size forecasts and estimations to detect key areas of industry growth in detail
  • Identification of key drivers, restraints, opportunities, and challenges (DROC) in the market and their impact on shifting market dynamics
  • Study of the effect of exogenous and endogenous factors that affect the global market; which includes broadly demographic, economics, and political, among other macro-environmental factors presented in an extensive PESTLE Analysis
  • Study the micro environment factors that determine the overall profitability of an Industry, using Porter’s five forces analysis for analysing the level of competition and business strategy development
  • A comprehensive list of key market players along with their product portfolio, current strategic interests, key financial information, legal issues, SWOT analysis and analyst overview to study and sustain the market environment
  • Competitive landscape analysis listing out the mergers, acquisitions, collaborations in the field along with new product launches, comparative financial studies and recent developments in the market by the major companies
  • An executive summary, abridging the entire report in such a way that decision-making personnel can rapidly become acquainted with background information, concise analysis and main conclusions
  • Expertly devised analyst overview along with Investment opportunities to provide both individuals and organizations a strong financial foothold in the market
  1. Latin America Cloud-Based Contact Center Market By Solution, From 2021-2026 ( USD Billion )
  2. Latin America ACD Market By Region, From 2021-2026 ( USD Billion )
  3. Latin America APO Market By Region, From 2021-2026 ( USD Billion )
  4. Latin America Dialers Market By Region, From 2021-2026 ( USD Billion )
  5. Latin America IVR Market By Region, From 2021-2026 ( USD Billion )
  6. Latin America CTI Market By Region, From 2021-2026 ( USD Billion )
  7. Latin America Reporting and Analytics Market By Region, From 2021-2026 ( USD Billion )
  8. Latin America Security Market By Region, From 2021-2026 ( USD Billion )
  9. Latin America Cloud-Based Contact Center Market By Service, From 2021-2026 ( USD Billion )
  10. Latin America Professional Market By Region, From 2021-2026 ( USD Billion )
  11. Latin America Managed Market By Region, From 2021-2026 ( USD Billion )
  12. Latin America Cloud-Based Contact Center Market By Application, From 2021-2026 ( USD Billion )
  13. Latin America Call routing and queuing Market By Region, From 2021-2026 ( USD Billion )
  14. Latin America Data integration and recording Market By Region, From 2021-2026 ( USD Billion )
  15. Latin America Chat quality and monitoring Market By Region, From 2021-2026 ( USD Billion )
  16. Latin America Real-time decision-making Market By Region, From 2021-2026 ( USD Billion )
  17. Latin America Workforce Optimization Market By Region, From 2021-2026 ( USD Billion )
  18. Latin America Cloud-Based Contact Center Market By Deployment Mode, From 2021-2026 ( USD Billion )
  19. Latin America Public cloud Market By Region, From 2021-2026 ( USD Billion )
  20. Latin America Private cloud Market By Region, From 2021-2026 ( USD Billion )
  21. Latin America Hybrid cloud Market By Region, From 2021-2026 ( USD Billion )
  22. Latin America Cloud-Based Contact Center Market By Organization Size, From 2021-2026 ( USD Billion )
  23. Latin America Small and Medium-sized Enterprises Market By Region, From 2021-2026 ( USD Billion )
  24. Latin America Large Enterprises Market By Region, From 2021-2026 ( USD Billion )
  25. Latin America Cloud-Based Contact Center Market By Vertical, From 2021-2026 ( USD Billion )
  26. Latin America Banking, Financial Services, and Insurance Market By Region, From 2021-2026 ( USD Billion )
  27. Latin America Consumer goods and retail Market By Region, From 2021-2026 ( USD Billion )
  28. Latin America Government and public sector Market By Region, From 2021-2026 ( USD Billion )
  29. Latin America Healthcare and life sciences Market By Region, From 2021-2026 ( USD Billion )
  30. Latin America Manufacturing Market By Region, From 2021-2026 ( USD Billion )
  31. Latin America Media and entertainment Market By Region, From 2021-2026 ( USD Billion )
  32. Latin America Telecommunication and Information Technology Enabled Services Market By Region, From 2021-2026 ( USD Billion )
  33. Latin America Others Market By Region, From 2021-2026 ( USD Billion )
  34. Brazil Cloud-Based Contact Center Market By Solution, From 2021-2026 ( USD Billion )
  35. Brazil Cloud-Based Contact Center Market By Service, From 2021-2026 ( USD Billion )
  36. Brazil Cloud-Based Contact Center Market By Application, From 2021-2026 ( USD Billion )
  37. Brazil Cloud-Based Contact Center Market By Deployment Mode, From 2021-2026 ( USD Billion )
  38. Brazil Cloud-Based Contact Center Market By Organization Size, From 2021-2026 ( USD Billion )
  39. Brazil Cloud-Based Contact Center Market By Vertical, From 2021-2026 ( USD Billion )
  40. Argentina Cloud-Based Contact Center Market By Solution, From 2021-2026 ( USD Billion )
  41. Argentina Cloud-Based Contact Center Market By Service, From 2021-2026 ( USD Billion )
  42. Argentina Cloud-Based Contact Center Market By Application, From 2021-2026 ( USD Billion )
  43. Argentina Cloud-Based Contact Center Market By Deployment Mode, From 2021-2026 ( USD Billion )
  44. Argentina Cloud-Based Contact Center Market By Organization Size, From 2021-2026 ( USD Billion )
  45. Argentina Cloud-Based Contact Center Market By Vertical, From 2021-2026 ( USD Billion )
  46. Mexico Cloud-Based Contact Center Market By Solution, From 2021-2026 ( USD Billion )
  47. Mexico Cloud-Based Contact Center Market By Service, From 2021-2026 ( USD Billion )
  48. Mexico Cloud-Based Contact Center Market By Application, From 2021-2026 ( USD Billion )
  49. Mexico Cloud-Based Contact Center Market By Deployment Mode, From 2021-2026 ( USD Billion )
  50. Mexico Cloud-Based Contact Center Market By Organization Size, From 2021-2026 ( USD Billion )
  51. Mexico Cloud-Based Contact Center Market By Vertical, From 2021-2026 ( USD Billion )
  52. Rest of Latin America Cloud-Based Contact Center Market By Solution, From 2021-2026 ( USD Billion )
  53. Rest of Latin America Cloud-Based Contact Center Market By Service, From 2021-2026 ( USD Billion )
  54. Rest of Latin America Cloud-Based Contact Center Market By Application, From 2021-2026 ( USD Billion )
  55. Rest of Latin America Cloud-Based Contact Center Market By Deployment Mode, From 2021-2026 ( USD Billion )
  56. Rest of Latin America Cloud-Based Contact Center Market By Organization Size, From 2021-2026 ( USD Billion )
  57. Rest of Latin America Cloud-Based Contact Center Market By Vertical, From 2021-2026 ( USD Billion )

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