Analysis of the Hosted and Cloud Solutions for Contact Centers Market in Latin America
In Latin America, hosted and cloud services for contact centers are emerging as an alternative solution to premises-based contact center applications. These services are owned and operated by third-party providers, and they enable contact centers to be more productive, offering a better service to clients with reduced capital expenditures when compared with an on-premises implementation model. This market insight analyzes the current hosted and cloud solutions for contact centers market in Latin America. It examines key drivers and restraints, supply and demand, strategic considerations, and provides ecosystem analysis by vendors and service providers, identifying leading trends and available solutions in the region.
The cloud-hosted model enables contact centers to be more productive, offering better service to clients with reduced capital expenditures (CAPEX), than on-premises implementation models.
With a hosted or cloud solution, all features and functionalities are on demand. These solutions are easily scalable, so as businesses need an increase or decrease in any of the resources, they can adapt quickly by adding or reducing them.
The operating expenditure (OPEX) model for hosted and cloud contact centers allows small and medium contact centers to utilize resources and technologies that traditionally only large enterprises have been able to afford since they require heavy capital investment and a dedicated team to lead infrastructure maintenance and management.
Large enterprises have been most interested in the dedicated cloud model because it provides essential security and reliability. On the other hand, small and mid-sized businesses (SMBs) are drawn by the multi-tenant cloud model, which offers advanced technology at a low cost.
By leaving the management of IT infrastructure to a specialized vendor, channel, or service provider, companies free up resources better used to strengthen the core business.
In Latin America (LATAM), the hosting and cloud solutions market for contact centers is still in a nascent phase; however, some companies are showing interest, and early adopters have emerged.
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