Frost Radar™: Cloud Contact Centers in Latin America, 2024

Frost Radar™: Cloud Contact Centers in Latin America, 2024

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

This Frost Radar™ reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.

Frost & Sullivan defines a cloud contact center as a network-based service (accessed through the Internet or a dedicated access) 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. Usually, pricing is on a per-agent, per-month, per-minute, or per-interaction basis.

This Frost Radar™ covers multi-tenant and multi-instance cloud CCaaS applications but does not include premises-based. This analysis covers multitenant and multi-instance cloud contact center applications as well as premises-based multi-instance and 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.

While Frost & Sullivan research on this industry includes close to 70 service and solution providers, this Frost Radar™ profiles the 19 more significant players in terms of market reach, user adoption, growth rates, product innovation and customer experience.

For this comparison, Frost & Sullivan is evaluating full CCaaS suite providers in Latin America. Besides voice-call routing and dialing in the cloud, these providers might have core competencies in workforce optimization, workforce engagement management, and analytics, and/or use artificial intelligence to enhance self-service channels, automated interfaces and several applications.

The Growth Index 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.

The Innovation Index is a measure of a company’s ability to develop products/services/solutions that are developed with a clear understanding of disruptive megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs.