Adoption of customer services systems to grow 46 percent in Latin America

Argentina and Chile will top demand while Brazil will slow down, says Frost & Sullivan.

The market for customer services software will see a 46 percent growth in Latin America within the next four years, according to new research.

According to the Frost & Sullivan report Latin American Contact Center Systems Market, this segment has generated $260,4m in 2013 and it should earn $380,6m in revenues by 2018.

Ominichannel — i.e., the seamless approach to the consumer experience through all available shopping channels — as well as the integration of new channels and strategies such as social media and mobility will prompt a boost the investment in contact center systems within Latin America, says the Frost report.

Key verticals that will be investing the most in their customer service systems in Latin America are telecommunications, healthcare, utilities and energy, retail and consumer goods, as well as insurance.

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Some countries will do better than others, however: the analyst report predicts that most of the contact center software demand will come from Argentina and Chile, while Brazil will see slower growth.

Contact center systems covered by the research include inbound contact routing, interactive voice response (IVR) and voice portal, outbound dialer, quality monitoring, workforce management and contact center analytic systems.

The adoption of the cloud by Latin small and medium organizations — and the lower cost of ownership when compared to on-premise systems — means that the local market for contact center platforms will become more competitive, the report adds.

"Nevertheless, most of larger companies in the region continue to own and control legacy infrastructure and the applications provided by on-premise models, as they remain skeptical about the information security and reliability of cloud-based solutions," says Frost & Sullivan ICT analyst Maiara Paula Munhoz.

"This will present immense growth potential for vendors, especially in the IVR and contact center analytics segments."