As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers for years to come.
The migration to the cloud accelerated across Latin America recently, and the contact center industry was no exception. The drastic variations in demand for several services during quarantine periods required flexible, scalable, and fast-to-implement solutions. The cloud was able to prove its value by providing those features in an agile and efficient manner, ensuring uninterrupted business continuity, including the ability to deploy work-at-home-agent models.
In a field of dozens of contact center industry participants, Frost & Sullivan is evaluating only full cloud contact center suite providers in Latin America. Besides voice-call routing in the cloud, these providers might have core competencies in other areas, including workforce optimization, workforce engagement management, and/or use of artificial Intelligence to enhance self-service channels and applications. This analysis has highlighted only top-tier providers that offered a multitenant or a multi-instance cloud contact center platform in Latin America by December 2020. Hosted and managed contact center services are not part of this analysis. Telco providers that offer cloud and hosted CC solutions are not included.
The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.
Author: Juan Gonzalez
Strategic Imperative
Growth Environment
Growth Environment (continued)
Growth Environment (continued)
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Frost Radar™: Latin American Cloud Contact Center Market, 2021
Frost Radar™: Competitive Environment
Frost Radar™: Competitive Environment (continued)
Frost Radar™: Competitive Environment (continued)
Frost Radar™: Competitive Environment (continued)
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Bright Pattern
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Five9
Genesys
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NICE
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Frost Radar™ Empowers the CEO’s Growth Team
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Frost Radar™: Benchmarking Future Growth Potential
Frost Radar™: Benchmarking Future Growth Potential
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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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| Deliverable Type | Frost Radar |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Juan Manuel Gonzalez |
| Industries | Information Technology |
| WIP Number | K639-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9705-C1,99DF-C1,9A5B-C1,9661 |
Frost Radar™: Latin American Cloud Contact Center Market, 2021
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
18-Aug-2021
Latin America
Frost Radar





