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Latin American Cloud Contact Center Market Report 2021: Complex and Evolving Attack Surface, Resource Shortage, and Regulatory Requirements Drive Adoption

·2-min read

Dublin, Oct. 12, 2021 (GLOBE NEWSWIRE) -- The "Latin American Cloud Contact Center Market 2021: Frost Radar Report" report has been added to's offering.

As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers for years to come.

The migration to the cloud accelerated across Latin America recently, and the contact center industry was no exception. The drastic variations in demand for several services during quarantine periods required flexible, scalable, and fast-to-implement solutions. The cloud was able to prove its value by providing those features in an agile and efficient manner, ensuring uninterrupted business continuity, including the ability to deploy work-at-home-agent models.

In a field of dozens of contact center industry participants, the publisher is evaluating only full cloud contact center suite providers in Latin America. Besides voice-call routing in the cloud, these providers might have core competencies in other areas, including workforce optimization, workforce engagement management, and/or use of artificial Intelligence to enhance self-service channels and applications. This analysis has highlighted only top-tier providers that offered a multitenant or a multi-instance cloud contact center platform in Latin America by December 2020. Hosted and managed contact center services are not part of this analysis. Telco providers that offer cloud and hosted CC solutions are not included.

The document presents competitive profiles on each of the companies in the report based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria, where the leading companies in the industry are then positioned.

Key Topics Covered:

1. Strategic Imperative and Growth Environment

  • Strategic Imperative

  • Growth Environment

  • Definitions

2. Frost Radar

  • Latin American Cloud Contact Center Market, 2021

  • Competitive Environment

3. Companies to Action

  • Amazon Web Services (AWS)

  • Bright Pattern

  • Callflex

  • Callix

  • Enghouse Interactive

  • Five9

  • Genesys

  • inConcert

  • Integra

  • NICE

  • Talkdesk

  • Twilio

  • Vocalcom

  • WebCentrix

4. Strategic Insights

5. Next Steps: Leveraging the Frost Radar to Empower Key Stakeholders

For more information about this report visit

CONTACT: CONTACT: Laura Wood, Senior Press Manager For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900

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