This Frost Radar reveals the positioning of key companies in the Latin American customer experience management 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. 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 five variables considered for this index are:

• GI1: Market share (previous 3 years)

• GI2: Revenue growth (previous 3 years)

• GI3: Growth pipeline

• GI4: Vision and strategy

• GI5: Sales and marketing

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

• II1: Innovation scalability

• II2: Research and development

• II3: Product portfolio

• II4: Megatrends leverage

• II5: Customer alignment

This Frost Radar includes outsourcing services alone, excluding operations performed in-house and in shared service centers. It encompasses services delivered in each local market and those from Latin American locations to countries overseas.

Customer experience management is a subset of the much broader business process outsourcing industry. It is usually a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in- house. Services run the gamut from handling customer interactions and complex back-office processes to managing the entire relationship between consumers and brands throughout the customer life cycle. 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 research on this industry includes close to 200 service providers, but this Frost Radar profiles the 20 more significant providers in terms of market reach, user adoption, growth rates, product innovation, and customer experience.

Frost & Sullivan considered several factors for a company to be included in this Frost Radar.

• Local market presence and brand awareness: a company must demonstrate that it consistently delivers customer experience management services out of Latin America.

• Brand awareness through comprehensive, consistent marketing programs: the company develops strong partnership opportunities for sales and product integrations.

• Revenue: the company attained revenue exceeding $100 million delivered in the region in 2022.

• Innovation initiatives: participants must demonstrate that they have several product development endeavors and that these have a significant impact in the marketplace.

• Ethical considerations: participants must adhere to several environmental, social, and governance (ESG) standards.

Many included companies (AeC, AlmavivA, Apex America, Atento, Foundever, ibex, Intouch CX, itel, KM2 Solutions, Konecta, Startek, and Teleperformance) engaged with the research team by providing both written commentary and a live briefing.

Emtelco and Sutherland Global Services chose to not actively participate; Alorica, Concentrix, neobpo, TELUS International, Telvista, and TTEC provided some collaboration.