This Frost Radar™ examines the Latin American customer experience (CX) management landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. It encompasses the services delivered in each local market and those from Latin American locations to countries overseas.
CX management is a subset of the much broader business process outsourcing industry. It is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling customer interactions or complex back-office processes to managing the entire relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound customer interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients.
Frost & Sullivan considered several factors for a company to be included in this Frost Radar™ analysis, such as local market presence; brand awareness through comprehensive, consistent marketing programs; total revenue; innovation initiatives, and ethical considerations.
In a fragmented market composed of more than 200 organizations, Frost & Sullivan independently plotted the top 19 companies in this Frost Radar™ analysis. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.
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