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Going Social and Visual in Latin            AmericaContact Center Outsourcing Services Providers Survey        Joaquin Sar...
Today’s Presenters           Joaquin Saravia, Research Analyst           Frost & Sullivan                                 ...
Focus Points Introduction       3 Demographics       4 Future Plans      10 Future Strategy   17 Key Findings      21     ...
Web-Based SurveyResearch ObjectivesThe objective of this survey was to research, measure and understand current and future...
Demographics               5
Demographics (Contd…)                              1) In which of the following Latin America countries does your company ...
Demographics (Contd…)                                                    2) What functions do your contact centers current...
Demographics (Contd…)                                              3) What vertical segments do your contact centers curre...
Demographics (Contd…)                                          4) What inbound customer-interaction channels do your conta...
Demographics (Contd…)                                    5) Do your contact centers support languages other than Spanish? ...
Demographics (Contd…)                                          6) Which are your preferred communications and collaboratio...
Future Plans               12
Future Plans (Contd…)                    7) Which new channels for inbound customer contact do you plan to add over the ne...
Future Plans (Contd…)         8) In the next 12 to 18 months, what changes do you think might occur in your use of pro-act...
Future Plans (Contd…)                        9) In 2011, which Agent Performance Optimization (APO) applications are you p...
Future Plans (Contd…)              10) Which technologies or applications are you planning to add or increase support in y...
Future Plans (Contd…)11) Is your organization planning to deploy advanced communications and collaboration applications ov...
Future Plans (Contd…)                                   11) Which advanced communications and collaboration applications w...
Future Plans (Contd…)                                                 12a) Do you use a hosted contact-center solution?   ...
Future Plans (Contd…)                                                    12b) Do you use a hosted contact-center solution?...
Future Plans (Contd…)                                               12c) Do you use a hosted contact-center solution?     ...
Future Strategy                  22
Future Strategy                                  13) Over the next 12 to 18 months, what will be the emphasis of your mana...
Future Strategy (Contd…)             14) To which countries do you plan to expand outsourcing of contact-center operations...
Future Strategy (Contd…)                       15) In which vertical segment(s) do you foresee greater potential growth du...
Key Findings               26
Key Findings Outbound and inbound sales still on top Healthcare and retail are the fastest growing verticals Still nascent...
Key Findings Avaya remains the key vendor in the region Social media and video conferencing are on the rise Outbound diali...
Next Steps Request a proposal for or Growth Partnership Services or Growth Consulting Services to support you and your tea...
Your Feedback is Important to Us             What would you like to see from Frost & Sullivan?Growth Forecasts?Competitive...
Follow Frost & Sullivan on Facebook, LinkedIn,SlideShare, and Twitter            http://www.facebook.com/FrostandSullivan ...
For Additional InformationJuan Manuel Gonzalez         Fernando SerraIndustry Manager             Sales DirectorICT, Latin...
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Going Social and Visual in Latin America

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An analyst briefing presentation reviewing the results of a Frost & Sullivan survey of contact center outsourcing providers, by analyst Joaquin Saravia.

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Transcript of "Going Social and Visual in Latin America"

  1. 1. Going Social and Visual in Latin AmericaContact Center Outsourcing Services Providers Survey Joaquin Saravia, Research Analyst Information & Communication Technology Industry June 28th, 2011
  2. 2. Today’s Presenters Joaquin Saravia, Research Analyst Frost & Sullivan 2
  3. 3. Focus Points Introduction 3 Demographics 4 Future Plans 10 Future Strategy 17 Key Findings 21 3
  4. 4. Web-Based SurveyResearch ObjectivesThe objective of this survey was to research, measure and understand current and futuretrends, and establish an overview of the Outsourcing Services Market in Latin America.Survey SampleWe targeted 40 key contact-center outsourcing companies in Latin America. 100-499 5% Number of Seats 500-999 10% 1,000-1,999 23% More than 2,000 55% Dont Know 7% 0% 20% 40% 60% Source: Frost & Sullivan 4
  5. 5. Demographics 5
  6. 6. Demographics (Contd…) 1) In which of the following Latin America countries does your company have subsidiaries? Subsidiary Locations (N=40) Argentina 38% Brazil 40% Chile 45% Colombia 48% Costa Rica 23% El Salvador 28% Countries Guatemala 20% Honduras 5% Jamaica 3% Mexico 43% Nicaragua 8% Panama 18% Peru 33% Puerto Rico 10% Dominican Republic 5% Venezuela 10% Others 8% 0% 10% 20% 30% 40% 50%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 6
  7. 7. Demographics (Contd…) 2) What functions do your contact centers currently offer? Primary Functions of the Contact Centers (N=39) Customer Care, Retention & 100% Acquisition Outbound Sales 87% Functions Inbound Sales 85% Help Desk & Tech Support 77% Debt Collection 59% Others 41% 0% 20% 40% 60% 80% 100%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 7
  8. 8. Demographics (Contd…) 3) What vertical segments do your contact centers currently serve? Primary Vertical Segments Served by Contact Centers (N=40) Telecommunications 88% BFSI 83% Information & Technology 63% Verticals Retail & Consumer 63% Utilities & Energy 53% Travel & Hospitality 48% Government & Education 45% Healthcare 38% Others 20% 0% 20% 40% 60% 80% 100%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 8
  9. 9. Demographics (Contd…) 4) What inbound customer-interaction channels do your contact centers support today? Primary inbound customer interaction channels (N=40) Telephone 100% Interaction Channels E-Mail 93% IVR-Voice Portal Application 75% SMS Text Messages 50% Web-based collaboration 48% Social Media 40% Face to Face 30% Video 10% 0% 20% 40% 60% 80% 100%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 9
  10. 10. Demographics (Contd…) 5) Do your contact centers support languages other than Spanish? What other languages do your contact center(s) support? Support Languages Other Than Spanish Other Languages Supported by Contact Centers (N=40) (N=34) English 91%Yes 85% Portuguese 65% French 29% German 26% Italian 15%No 15% Others 18% 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan Source: Frost & Sullivan 10
  11. 11. Demographics (Contd…) 6) Which are your preferred communications and collaboration technology vendors? Top Technology Vendors (N=40) #1 Ranking #2 Ranking #3 Ranking Avaya 82.5% 5.4%3.0% 5.4% 6.1% Aspect Software 2.5% Siemens 5.0% inConcert 2.5% Altitude Software 2.5% 13.5% 6.1%Vendors Cisco Systems 2.5% 40.5% 18.2% Interactive Intelligence 8.1% Mitrol 2.7% Nice Systems 10.8% 15.2% Verint Witness 5.4% 3% Autonomy Etalk 3% Alcatel-Lucent 6.1% 5.4% Others 2.5% 36.4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Source: Frost & Sullivan 11
  12. 12. Future Plans 12
  13. 13. Future Plans (Contd…) 7) Which new channels for inbound customer contact do you plan to add over the next 12 to 18 months? Addition of new channels for inbound customer contact (N=39) Social Media 38% Web-based Collaboration 28% No new channel plans 26% Channels SMS-Text Message 23% IVR-Voice Portal 21% Video 18% E-mail 13% Face to Face 10% 0% 20% 40%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 13
  14. 14. Future Plans (Contd…) 8) In the next 12 to 18 months, what changes do you think might occur in your use of pro-active customer contact? Which technologies or applications will be part of your outbound or pro-active contact capability over the next 12 to 18 months? Changes in use of pro-active customer contact Additions to current pro-active contact capability (N=40) (N=27) Outbound dialing 63%Increased Use 70% Outbound IVR 56% Pro-active 56% customer surveys Notification or 37% alerting No Change 30% Voice portal 26% applications Others 19% 0% 20% 40% 60% 80% 0% 20% 40% 60% Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan Source: Frost & Sullivan 14
  15. 15. Future Plans (Contd…) 9) In 2011, which Agent Performance Optimization (APO) applications are you planning on making new investments/upgrades to? Application Upgrades (N=40) Performance Management 63% Workforce Management 50% Applications Quality Monitoring 48% Speech Analytics 35% e-Learning 35% Coaching 25% Automated Customer Feedback 13% None 10% 0% 20% 40% 60%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 15
  16. 16. Future Plans (Contd…) 10) Which technologies or applications are you planning to add or increase support in your contact center(s) over the next 12 to 18 months? Application addition/Support increase (N=38) Analytics in support of contact-center operations 58% Analytics in support of customer behavior-values insights 42% Support for security or customer-information privacy 34% Applications Web 2.0 technologies 29% Support for mobility (mobile customers or mobile employees) 26% Others 24% Agent process simplification or agent desktop unification 24% Support for easy-fast access to product or customer information 13% Support for occasional or expert agents 8% 0% 20% 40% 60%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 16
  17. 17. Future Plans (Contd…)11) Is your organization planning to deploy advanced communications and collaboration applications over the next 12 to 18 months? Communications and Collaboration Application Deployment (N=40) Yes 50% No 17% Dont Know 33% 0% 20% 40% 60% Source: Frost & Sullivan 17
  18. 18. Future Plans (Contd…) 11) Which advanced communications and collaboration applications will you be deploying? Communications and Collaboration Applications (N=20) Video conferencing 60% IP PBX 55% Web conferencing 55% Enterprise social media tools 50% Audio conferencing 45% Applications Telepresence 35% PC-based softphones 35% Instant messaging 35% Mobile 35% Unified communications client 25% Shared/ collaborative teamspaces 25% Unified messaging 20% 0% 20% 40% 60%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 18
  19. 19. Future Plans (Contd…) 12a) Do you use a hosted contact-center solution? What factors motivated you to use this solution? Usage of hosted contact centers Motivational factors leading to purchase of hosted (N=40) contact centers (N=7) No capital investment, pay-as-you-go 29% Yes 18% expense Rapid time to deployment 29% No, but plan to use in the next 2 22% years Ease of provisioning and managing 14% multi-site and remote agentsNo, and dont plan to use a hosted 25% contact-center Flexible scalability and business agility 14% service Dont Know 35% Reduced system maintenance and 14% management costs 0% 20% 0% 20% 40% Source: Frost & Sullivan Source: Frost & Sullivan 19
  20. 20. Future Plans (Contd…) 12b) Do you use a hosted contact-center solution? From who would you purchase such a solution? Usage of hosted contact centers Type of provider most likely to purchase from (N=40) (N=9) Application Yes 18% 33% service provider No, but plan to Telecom service 23%use in the next 2 provider 22% years Outsourcer 11% No, and dont plan to use ahosted contact- 25% center service CPE Vendor 11% Dont Know 35% Dont know 22% 0% 20% 40% 0% 20% Source: Frost & Sullivan Source: Frost & Sullivan 20
  21. 21. Future Plans (Contd…) 12c) Do you use a hosted contact-center solution? What are the main barriers restraining you from using them? Usage of hosted contact centers Adoption Barriers (N=39) (N=10) Yes 18% Security concerns 30% Perceived loss of control over 20% contact center applications No, but plan to use in the next 2 22% Does not have a strong long-term years 20% business caseNo, and dont plan to use a hosted Reliability / uptime concerns 10% 25% contact-center service Others 10% Dont Know 35% Dont know 10% 0% 20% 40% 0% 20% Source: Frost & Sullivan Source: Frost & Sullivan 21
  22. 22. Future Strategy 22
  23. 23. Future Strategy 13) Over the next 12 to 18 months, what will be the emphasis of your management strategy? Management Strategy emphasis (N=40) Mostly focused on revenue-add and increased customer loyalty 38% Management Strategy Balanced between cost reduction and revenue addition, leaning 33% toward revenue addition Balanced between cost reduction and revenue addition leaning 25% toward cost reduction Others 13% Mostly focused on cost containment and cost reduction 10% Dont know 3% 0% 20% 40%Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan 23
  24. 24. Future Strategy (Contd…) 14) To which countries do you plan to expand outsourcing of contact-center operations in the next 2-3 years in Latin America? Expansion Plans (N=40) Argentina 10% Brazil 30% Chile 15% Colombia 25% Costa Rica 10% El Salvador 10% Change in HeadcountCountry (N=40) Guatemala 13% Honduras 5% Mexico 18% Nicaragua 3% 90.0% Panama 3% 10.0% Peru 18% Puerto Rico 3% Others 13% Dont Know 13% Increase Remain the same No plans to expand 15% 0% 10% 20% 30%Note: Multiple-mention question. Proportions may not add up to100%. Source: Frost & Sullivan 24
  25. 25. Future Strategy (Contd…) 15) In which vertical segment(s) do you foresee greater potential growth during the 2011-2012 period? Primary Vertical Segments with greater potential growth (N=40) Telecommunications 63% BFSI 58% Retail & Consumer 48% Verticals Healthcare 38% Information & Technology 28% Utilities & Energy 28% Government & Education 23% Travel & Hospitality 18% 0% 20% 40% 60%Note: Multiple-mention question. Proportions may not add up to100%. Source: Frost & Sullivan 25
  26. 26. Key Findings 26
  27. 27. Key Findings Outbound and inbound sales still on top Healthcare and retail are the fastest growing verticals Still nascent market for hosted solutions Peru, Colombia and Brazil are the most desirable future destinations Positive economic climate driving industry growth 27
  28. 28. Key Findings Avaya remains the key vendor in the region Social media and video conferencing are on the rise Outbound dialing is most popular proactive customer contact capability Agent Performance Optimization is focused on improving services Management strategies returning to the basics 28
  29. 29. Next Steps Request a proposal for or Growth Partnership Services or Growth Consulting Services to support you and your team to accelerate the growth of your company. (myfrost@frost.com) 1-877-GoFrost (1-877-463-7678) Join us at our annual Growth, Innovation, and Leadership 2011: A Frost & Sullivan Global Congress on Corporate Growth (www.gil-global.com) Register for Frost & Sullivan’s Growth Opportunity Newsletter and keep abreast of innovative growth opportunities (www.frost.com/news) 29
  30. 30. Your Feedback is Important to Us What would you like to see from Frost & Sullivan?Growth Forecasts?Competitive Structure?Emerging Trends?Strategic Recommendations?Other? Please inform us by “Rating” this presentation. Frost & Sullivan’s Growth Consulting can assist with your growth strategies 30
  31. 31. Follow Frost & Sullivan on Facebook, LinkedIn,SlideShare, and Twitter http://www.facebook.com/FrostandSullivan http://www.linkedin.com/companies/4506 http://www.slideshare.net/FrostandSullivan http://twitter.com/frost_sullivan 31
  32. 32. For Additional InformationJuan Manuel Gonzalez Fernando SerraIndustry Manager Sales DirectorICT, Latin America Latin America(+5411) 4777-1554 (+5411) 4777-1550juan.gonzalez@frost.com fserra@frost.comJoaquin Saravia Tatiana BrullResearch Analyst Marketing Communications ExecutiveICT, Latin America Latin America(+5411) 4776-8063 (+5511) 3065-8445joaquin.saravia@frost.com email@frost.com 32
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