Omni-Channel strategy helping Contact Center Systems to Gain Market Growth

By CIOReview | Tuesday, January 5, 2016

SAO PAULO, SP: Omni-channel approach is making significant impact in the enterprise market. Going with the market trend, several companies are increasingly adopting omni-channel customer experience strategies to integrate contact channels such as mobile, chat and social media and to upgrade the contact centre system and capabilities.

According to the latest analysis from Frost & Sullivan, Latin American Contact Center Systems Market 2015 revenues have slumped  from 266.0 Mn dollars in 2014 to $248.5 Mn dollars in 2015.  but will soon recover and reach an estimated amount of $339.9 million by 2020. The analysis covers inbound contact routing, interactive voice response and voice portal, outbound dialer, quality monitoring, workforce management and contact center analytics.

The study also identifies that the integration of contact channels such as mobile, chat and social media, and implementation of omni-channel customer experience strategies will pay a critical role in encouraging companies to upgrade their contact center systems and capabilities.

"Companies have begun to realize the importance of speech, voice and process analytics; workforce management and quality monitoring applications," says Maiara Paula Munhoz, Digital Transformation Industry Analyst, Frost & Sullivan. Brazil and some other Latin American countries companies have higher demand for the omni-channel strategy applications to boost productivity and efficiency, optimize costs and retain customers.

The study also identifies the need for vendors in the politically charged Brazil to reinvent themselves in the face of the challenges like rapid inflation and come up with innovative solutions for survival and increased productivity. Another finding of the study is the slow but gradual adoption of cloud and innovative solutions in the Latin American market. Seeing that there is no escape from migrating to the cloud, they are attempting to catch up with the trend. Latin American Contact Center Systems Market 2015 is part of the Customer Contact Growth Partnership Service program. The Frost & Sullivan's study included Global Contact Center Systems Market and Latin American Contact Center Outsourcing Services Market.