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Analysis of the Hosted and Cloud Contact Center Market in Latin America

Analysis of the Hosted and Cloud Contact Center Market in Latin America

This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The base year for the study is 2015. The market segments covered are: hosted IVR, hosted ICR, hosted outbound contact, and hosted agent performance optimization (APO) applications (including analytics, quality monitoring and workforce management). The study also provides product and region market shares for the total market, as well as representative vendor and service provider profiles and recommendations for both end users and service providers.


  • Executive Summary
    • Market Engineering Measurements
  • Market Overview and Definitions
    • Research Scope
    • Research Methodology
    • Market Overview-Geographical Coverage
    • Market Overview-Key Questions This Study Will Answer
    • Market Definitions
    • Revenue Definitions
    • Key Market Trends
    • Key Pricing Trends
  • External Challenges: Drivers and Restraints-Total Hosted and Cloud Contact Center Market
    • Market Drivers
    • Drivers Explained
    • Market Restraints
    • Restraints Explained
  • Forecast and Trends-Total Hosted and Cloud Contact Center Market
    • Forecast Assumptions
    • Total Hosted and Cloud Contact Center Market-Revenue Forecast
      • Table Total Hosted and Cloud Contact Center Market: Revenue Forecast, Latin America, 2015-2020
    • Revenue Forecast Discussion
    • Hosted and Cloud Contact Center Revenue Market vs. Total Contact Center Market Revenue
      • Table Contact Center Services Market: Hosted and Cloud Contact Center Market Revenue versus Total Contact Center Market Revenue, Latin America, 2015 and 2020
    • 2015 Revenue Split by Region-Latin America
      • Table Hosted and Cloud Contact Center Market: Revenue Split by Region, Latin America, 2015
    • 2015 Revenue by Region Discussion
    • Hosted and Cloud Contact Centre Market-Revenue Forecast by Segment
      • Table Hosted and Cloud Contact Center Market: Revenue Forecast by Segment, Latin America, 2015-2020
    • Revenue Forecast by Segment Discussion
  • Market Share and Competitive Analysis
    • 2015 Revenue Market Share-Latin America
      • Table Hosted and Cloud Contact Center Market: Company Market Share Analysis of Top 8 Participants, Latin America, 2015
  • Representative Vendor and Service Provider Profiles
    • Key Solution Features Available in Latin America-Application Providers/Vendors
    • Vendor/Application Provider Profiles
      • Aspect
      • Avaya
      • Five9
      • Genesys
      • InConcert
      • Interactive Inteligence
      • Nice Systems
      • Verint
    • Key Solution Features Available in Latin America- Service Provider and Channels
    • Channels/Service Provider Profiles
      • BT Global Services
      • Telefonica
  • The Last Word
    • Recommendations for End Users
    • The Last Word-Recommendations for Service Providers
    • The Last Word-Predictions
  • Appendix
    • Market Engineering Methodology
    • Market Engineering Measurements
      • Table Total Hosted and Cloud Contact Center Market: Market Engineering Measurements, Latin America, 2015
    • Companies Interviewed

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