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Contact Center Service Providers Compete Over Automation Technologies to Gain Competitive Edge in Latin America
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"The adoption of new digital solutions, the intensive use of emerging technologies, and diversification of services have helped contact center service providers turn profits," said , Industry Principal at Frost & Sullivan. "However, with competition being fierce, the rise and fall of major CCSPs will be largely determined by their ability to play a bigger role in their client's path to digital transformation."
Frost & Sullivan's latest research, offers a detailed assessment of the contact center outsourcing services sector in Latin American and Caribbean countries. The research analyzes the trends and factors affecting the market's performance and provides forecasts according to geography, offshore markets, industry vertical, channels of contact, service function, and technology adoption through 2024.
Although the is still the largest channel of contact within the industry, digital channels—such as email, chat and web collaboration, SMS and social media—are growing faster than voice interactions and are expected to continue to gain share over the front-office revenues in the forecast period.
"As customers get used to interacting with automated interfaces, live agents will increasingly perform more complex tasks and transactions, which require unique human capabilities, such as empathy and negotiation skills," noted Menutti. "In this context, employing agents with will serve as a competitive differentiator as the emotional facet of interactions becomes increasingly important for successful consumer experiences."
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Francesca Valente
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