Latin American Contact Center Systems Market 2014

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1 Latin American Contact Center Systems Market 2014 Companies are Shifting their Focus to Cloud-based Contact Center Solutions NDED-76 July 2014

2 Research Team Lead Analyst Maiara Paula Munhoz Industry Analyst Information and Communication Technologies Latin America (5511) Research Director Juan Manuel González Industry Manager Information and Communication Technologies Latin America (5511) Strategic Review Committee Leader José Roberto Mavignier Director Information and Communication Technologies Latin America (5511) NDED-76 2

3 Contents Section Research Objectives & Scope Executive Summary Total Contact Center Outsourcing Market External Challenges: Drivers and Restraints Forecasts and Trends Competitive Analysis Legal Disclaimer The Frost & Sullivan Story NDED-76 3

4 Research Objectives and Scope NDED-76 4

5 Research Scope This research study covers trends in the Latin American Contact Center Systems Market and forecasts market demand. The base year for this research study is The study discusses market trends, drivers and restraints, market share, and key takeaways for the Latin American Contact Center Systems Market. Source: Frost & Sullivan analysis. NDED-76 5

6 Research Methodology Frost & Sullivan conducted extensive primary interviews with the leading contact center solution providers, channels and service providers in LATAM. The secondary research consisted of extensive reviews of industry publications, SEC filings, annual reports, press releases issued by market participants, and Frost & Sullivan's in-house databases and historical data. Frost & Sullivan Research Methodology In-house Information/ Secondary Research Hosted Contact Center Application Vendors System Integrators/ Channels Hosted Contact Center Service Providers Data Collation, Analysis and Strategic Review Final Research Service Source: Frost & Sullivan analysis. NDED-76 6

7 Executive Summary NDED-76 7

8 Executive Summary In 2013, the Latin American contact center systems market witnessed a 1.9% increase in revenue. This slow increase was the result of the retraction shown by important companies in the market. In 2014, a 7.8% revenue growth is expected. Applications such as IVR and contact center analytics witnessed a significant revenue increase in 2013 when compared to 2012 (28.0% and 61.0%, respectively). This growth is expected to continue at a lower pace over the next couple of years. The Latin American market remains highly concentrated (the top 5 participants represented 66.2% of the total market in 2013), demonstrating minimal change in terms of market share. When compared to 2012, companies have maintained their industry vertical portfolio. Verticals such as telecommunications, healthcare, utilities and energy, retail and consumer goods, and insurance witnessed an increase in revenue. On the other hand, a reduction in outsourcing and banking was perceived during the same period. Large contact centers will continue to demand the highest number of on-premise solutions. Vendors are developing solutions for small- and medium-size companies, however this demand will increasingly move to the cloud. Avaya Inc (Avaya) continued to hold the highest market share in ICR and IVR applications in Altitude Software will also maintain its position with the highest outbound revenue market share. Verint Systems Inc (Verint) and NICE are the top 2 companies in terms of revenue market share for quality monitoring, workforce management, and analytics applications, with this trend not having changed since Source: Frost & Sullivan analysis. NDED-76 8

9 External Challenges: Drivers and Restraints NDED-76 9

10 Drivers and Restraints Contact Center Systems Market: Key Market Drivers and Restraints, Latin America, Increased focus on improving customer experience through application functionality Rise in demand for contact center analytics and IVR applications Emergence of different contact channels, such as social and mobile, and channel integration Relevant quantity of existing legacy infrastructure in large companies in the region Slowdown of the main economies in the region, and uncertainty due to 7 presidential elections and the World Cup Gradual movement of the market to cloud-based contact center solutions Small- and medium-size companies' investments are being limited by the CAPEX model Rise in operational complexity due to the addition of new contact channels Source: Frost & Sullivan NDED-76 10

11 Revenue (%) Contact Center Systems Market Revenue Forecast by Product Segment Contact Center Systems Market: Percent Revenue Forecast by Product Segment, Latin America, ICR Systems ($ M) IVR and Voice Portal Systems ($ M) OBD Systems ($ M) QM Systems ($ M) WFM Systems ($ M) Contact Center Analytics Systems ($ M) 100% 80% 7.0% 8.3% 3.6% 3.7% 12.1% 11.4% 11.6% 11.1% 60% 12.8% 13.2% 40% 20% 52.9% 52.3% 0% Year Note: All figures are rounded. The base year is Source: Frost & Sullivan NDED-76 11

12 Latin American Contact Center Systems Market Revenue by Region Contact Center Systems Market: Percent of Revenue by Region, Latin America, 2013 Andean Region 13% Southern Cone 11% Brazil 46% CaCar (Central America and the Caribbean) 9% Mexico 21% Note: All figures are rounded. The base year is Source: Frost & Sullivan NDED-76 12

13 Appendix NDB

14 Legal Disclaimer Frost & Sullivan takes no responsibility for any incorrect information supplied to us by manufacturers or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Our customers acknowledge, when ordering or downloading, that Frost & Sullivan Research Services are for customers internal use and not for general publication or disclosure to third parties. No part of this Research Service may be given, lent, resold or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the permission of the publisher. For information regarding permission, write to: Frost & Sullivan 331 E. Evelyn Ave. Suite 100 Mountain View, CA Source: Frost & Sullivan NDB

15 The Frost & Sullivan Story NDED-76 15

16 Who is Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit NDB

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18 TEAM Methodology Frost & Sullivan s proprietary TEAM Methodology ensures that clients have a complete 360 Degree Perspective TM from which to drive decision making. Technical, Econometric, Application, and Market information ensures that clients have a comprehensive view of industries, markets, and technology. Technical Econometric Application Market Real-time intelligence on technology, including emerging technologies, new R&D breakthroughs, technology forecasting, impact analysis, groundbreaking research, and licensing opportunities. In-depth qualitative and quantitative research focused on timely and critical global, regional, and country-specific trends, including the political, demographic, and socioeconomic landscapes. Insightful strategies, networking opportunities, and best practices that can be applied for enhanced market growth; interactions between the client, peers, and Frost & Sullivan representatives that result in added value and effectiveness. Global and regional market analysis, including drivers and restraints, market trends, regulatory changes, competitive insights, growth forecasts, industry challenges, strategic recommendations, and end-user perspectives. NDB

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