Frost Radar™: Cloud Contact Centers in Latin America, 2024
Published on: 29-Jul-2024 | SKU: IT_2024_899

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This Frost Radar™ reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. 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. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.

Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the Internet or a dedicated access) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider. Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis.

This Frost Radar™ covers multi-tenant and multi-instance cloud CCaaS applications but does not include premises-based. This analysis covers multitenant and multi-instance cloud contact center applications as well as premises-based multi-instance and cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside a customer's premises and accessed using the Internet or through a dedicated access point.

While Frost & Sullivan research on this industry includes close to 70 service and solution providers, this Frost Radar™ profiles the 19 more significant players in terms of market reach, user adoption, growth rates, product innovation and customer experience.

For this comparison, Frost & Sullivan is evaluating full CCaaS suite providers in Latin America. Besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization, workforce engagement management, and analytics, and/or use artificial intelligence to enhance self-service channels, automated interfaces and several applications.

The Growth Index is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies.

The Innovation Index is a measure of a company’s ability to develop products/services/solutions that are developed with a clear understanding of disruptive megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs.

Cloud Contact Centers in Latin America 2024

  • Cloud Contact Centers in Latin America

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

  • Market Share (previous 3 years)
    This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
  • Growth Pipeline
    This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

  • INNOVATION SCALABILITY
    This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
  • COMPETITIVE INTENSITY
    Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

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Impacting your company's future growth potential.

This Frost Radar reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. 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. The publication presents competitive profiles of each company on the Frost Radar considering their strengths and the opportunities that best fit those strengths. Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the Internet or a dedicated access) where either a vendor or a service provider hosts the platform and provides its functionalities, applications, and features as a service to end users. The customer pays a use-based fee for the service to the vendor or service provider. Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis. This Frost Radar covers multi-tenant and multi-instance cloud CCaaS applications but does not include premises-based. This analysis covers multitenant and multi-instance cloud contact center applications as well as premises-based multi-instance and cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside a customer's premises and accessed using the Internet or through a dedicated access point. While Frost & Sullivan research on this industry includes close to 70 service and solution providers, this Frost Radar profiles the 19 more significant players in terms of market reach, user adoption, growth rates, product innovation and customer experience. For this comparison, Frost & Sullivan is evaluating full CCaaS suite providers in Latin America. Besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization, workforce engagement management, and analytics, and/or use artificial intelligence to enhance self-service channels, automated interfaces and several applications. The Growth Index is a measure of a company s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies. The Innovation Index is a measure of a company s ability to develop products/services/solutions that are developed with a clear understanding of disruptive megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers changing needs.
More Information
Deliverable Type Frost Radar
Author Sebastian Menutti
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 Cloud Contact Centers
Keyword 2 Cloud Communication
Keyword 3 Cloud-Based Contact Center Market
Podcast No
WIP Number KA99-01-00-00-00

Frost Radar™: Cloud Contact Centers in Latin America, 2024

Information TechnologyFrost Radar™: Cloud Contact Centers in Latin America, 2024

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

RELEASE DATE
29-Jul-2024
REGION
Global
Deliverable Type
Frost Radar
Research Code: KA99-01-00-00-00
SKU: IT_2024_899
AvailableYesPDF Download
$4,950.00
Out of stock
SKU
IT_2024_899