Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the internet) 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 (including telecom service providers). Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis.
This study covers multi-tenant and multi-instance cloud contact center applications but does not include premises-based multi- instance or 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.
The vendor, the service provider, or a third party (i.e., Amazon Web Services [AWS], Azure, Equinix, and Google) can host the infrastructure.
While Frost & Sullivan research on this market includes close to 70 service providers, this Frost RadarTM profiles the 17 more significant players in terms of market reach, user adoption, growth rates, product innovation, and customer experience (CX).
For this comparison, Frost & Sullivan is evaluating full contact center as a service (CCaaS) suite providers in Latin America (besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization [WFO], workforce engagement management [WEM], analytics, and/or use artificial intelligence [AI] to enhance self-service channels, automated interfaces, and several applications).
This analysis highlights only top-tier providers that offered a multi-tenant or a multi-instance cloud CCaaS platform in Latin America by December 2022. Frost & Sullivan considered several other factors for a company to be included in this Frost RadarTM.
• Local market presence and brand awareness: a company must demonstrate that it regularly sells and operates as a cloud CCaaS provider in Latin America and has developed brand awareness through comprehensive, consistent marketing programs, which create strong partnership opportunities for sales and product integrations.
• Local revenue: annual revenue of at least $1.5 million in local sales of cloud CCaaS licenses as of December 2022.
• Local clients: a minimum of 3,000 active cloud CCaaS licenses in Latin America as of December 2022.
This Frost RadarTM is not all-inclusive. Some vendors chose not to participate, could not complete the questionnaire in a timely fashion, or would not provide any data to substantiate growth or revenue in the region.
Latin American Cloud Contact Centers 2023
- Latin American Cloud Contact Centers
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.
Speak directly with our analytics experts for tailored recommendations.
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Frost Radar |
|---|---|
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Cloud Contact Center Providers |
| Keyword 2 | cloud based contact center |
| Keyword 3 | cloud contact center as a service |
| Podcast | No |
| WIP Number | K8F0-01-00-00-00 |
Frost Radar™: Latin American Cloud Contact Centers, 2023
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
19-May-2023
Latin America
Frost Radar
