Going Social and Visual in Latin America

Going Social and Visual in Latin America

Contact Center Outsourcing Services Providers Survey

Joaquin Saravia, Research Analyst

Information & Communication Technology IndustryInformation & Communication Technology Industry

June 28th, 2011

Today’s Presenters


2


Frost & Sullivan

Focus Points

Introduction 3

Demographics 4

Future Plans 10

3

Future Plans 10

Future Strategy 17

Key Findings 21

Web-Based Survey

5%100-499

Research Objectives

The objective of this survey was to research, measure and understand current and future

trends, and establish an overview of the Outsourcing Services Market in Latin America.

Survey Sample

We targeted 40 key contact-center outsourcing companies in Latin America.

4

5%

10%

23%

55%

7%

0% 20% 40% 60%

100-499

500-999

1,000-1,999

More than 2,000

Don't Know

Num

ber of S

eats

Source: Frost & Sullivan

Demographics

5

Demographics (Contd…)

1) In which of the following Latin America countries does your company have subsidiaries?

Subsidiary Locations

(N=40)

38%40%

45%48%

23%28%

ArgentinaBrazilChile

ColombiaCosta RicaEl Salvador

Co

un

trie

s

6

28%20%

5%3%

43%8%

18%33%

10%5%

10%8%

0% 10% 20% 30% 40% 50%

El SalvadorGuatemala

HondurasJamaicaMexico

NicaraguaPanama

PeruPuerto Rico

Dominican RepublicVenezuela

Others

Co

un

trie

s

Note: Multiple-mention question. Proportions may not add up to 100%. Source: Frost & Sullivan


2) What functions do your contact centers currently offer?

Primary Functions of the Contact Centers

(N=39)

87%

100%Customer Care, Retention &

Acquisition

Outbound Sales

7

Note: Multiple-mention question. Proportions may not add up to 100%.

41%

59%

77%

85%

0% 20% 40% 60% 80% 100%

Inbound Sales

Help Desk & Tech Support

Debt Collection

Others

Fu

nc

tio

ns



3) What vertical segments do your contact centers currently serve?

Primary Vertical Segments Served by Contact Centers

(N=40)

88%

83%

63%

Telecommunications

BFSI

Information & Technology

8


63%

53%

48%

45%

38%

20%

0% 20% 40% 60% 80% 100%

Retail & Consumer

Utilities & Energy

Travel & Hospitality

Government & Education

Healthcare

Others

Vert

ica

ls



4) What inbound customer-interaction channels do your contact centers support today?

Primary inbound customer interaction channels

(N=40)

100%

93%

75%

Telephone

E-Mail

IVR-Voice Portal Application

Inte

rac

tio

n C

ha

nn

els

9


50%

48%

40%

30%

10%

0% 20% 40% 60% 80% 100%

SMS Text Messages

Web-based collaboration

Social Media

Face to Face

Video

Inte

rac

tio

n C

ha

nn

els



5) Do your contact centers support languages other than Spanish?

What other languages do your contact center(s) support?

Support Languages Other Than Spanish

(N=40)

85%Yes

Other Languages Supported by Contact Centers

(N=34)

65%

91%English

Portuguese

10

15%

0% 20% 40% 60% 80% 100%

No

18%

15%

26%

29%

0% 20% 40% 60% 80% 100%

French

German

Italian

Others


Source: Frost & SullivanSource: Frost & Sullivan


6) Which are your preferred communications and collaboration technology vendors?

Top Technology Vendors (N=40)

82.5% 5.4%

2.5%

2.5%

5.0%

2.5%

5.4%

13.5%

6.1%

6.1%

3.0%Avaya

Aspect Software

Siemens

inConcert

#1 Ranking #2 Ranking #3 Ranking

11

2.5%5.4%

18.2%

6.1%

36.4%

2.5%

2.5%

5.4%

10.8%

8.1%

2.7%

13.5%

40.5%

3%

15.2%

3%

6.1%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Altitude Software

Cisco Systems

Interactive Intelligence

Mitrol

Nice Systems

Verint Witness

Autonomy Etalk

Alcatel-Lucent

Others

Ve

nd

ors


Future Plans

12

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)

26%

28%

38%Social Media

Web-based Collaboration

No new channel plans

Ch

an

ne

ls

13


10%

13%

18%

21%

23%

0% 20% 40%

SMS-Text Message

IVR-Voice Portal

Video

E-mail

Face to Face

Ch

an

ne

ls



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

(N=40)

70%Increased Use

Additions to current pro-active contact capability

(N=27)

63%

56%

Outbound dialing

Outbound IVR

14

30%

0% 20% 40% 60% 80%

No Change

56%

37%

26%

19%

0% 20% 40% 60%

Pro-active

customer surveys

Notification or

alerting

Voice portal

applications

Others


Source: Frost & SullivanSource: Frost & Sullivan


Application Upgrades

(N=40)

63%

50%

48%

Performance Management

Workforce Management

Quality Monitoring

Ap

pli

ca

tio

ns

9) In 2011, which Agent Performance Optimization (APO) applications are you planning on making new

investments/upgrades to?

15

35%

35%

25%

13%

10%

0% 20% 40% 60%

Speech Analytics

e-Learning

Coaching

Automated Customer Feedback

None

Ap

pli

ca

tio

ns



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)

58%

42%

34%

Analytics in support of contact-center operations

Analytics in support of customer behavior-values insights

Support for security or customer-information privacy

16

29%

26%

24%

24%

13%

8%

0% 20% 40% 60%

Web 2.0 technologies

Support for mobility (mobile customers or mobile employees)

Others

Agent process simplification or agent desktop unification

Support for easy-fast access to product or customer information

Support for occasional or expert agents

Applications



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)

50%Yes

17


17%

33%

0% 20% 40% 60%

No

Don't Know


11) Which advanced communications and collaboration applications will you be deploying?

Communications and Collaboration Applications

(N=20)

50%

55%

55%

60%Video conferencing

IP PBX

Web conferencing

Enterprise social media tools

18

20%

25%

25%

35%

35%

35%

35%

45%

0% 20% 40% 60%

Audio conferencing

Telepresence

PC-based softphones

Instant messaging

Mobile

Unified communications client

Shared/ collaborative teamspaces

Unified messaging

Ap

plic

ati

on

s



12a) Do you use a hosted contact-center solution?

What factors motivated you to use this solution?

Usage of hosted contact centers

(N=40)

18%Yes

No, but plan to

Motivational factors leading to purchase of hosted

contact centers

(N=7)

29%

29%No capital investment, pay-as-you-go

expense

Rapid time to deployment

19

35%

25%

22%

0% 20% 40%

No, but plan to

use in the next 2

years

No, and don't plan

to use a hosted

contact-center

service

Don't Know 14%

14%

14%

29%

0% 20%

Rapid time to deployment

Ease of provisioning and managing

multi-site and remote agents

Flexible scalability and business agility

Reduced system maintenance and

management costs

Source: Frost & Sullivan Source: Frost & Sullivan


12b) Do you use a hosted contact-center solution?

From who would you purchase such a solution?


(N=40)

18%Yes

No, but plan to

Type of provider most likely to purchase from

(N=9)

23%

33%Application

service provider

Telecom service

provider

20

35%

25%

22%

0% 20% 40%

No, but plan to

use in the next 2

years

No, and don't

plan to use a

hosted contact-

center service

Don't Know

22%

11%

11%

23%

0% 20%

provider

Outsourcer

CPE Vendor

Don't know



12c) Do you use a hosted contact-center solution?

What are the main barriers restraining you from using them?


(N=39)

18%Yes

No, but plan to

Adoption Barriers

(N=10)

20%

30%Security concerns

Perceived loss of control over

contact center applications

21

35%

25%

22%

0% 20% 40%

No, but plan to

use in the next 2

years

No, and don't plan

to use a hosted

contact-center

service

Don't Know10%

10%

10%

20%

0% 20%

Does not have a strong long-term

business case

Reliability / uptime concerns

Others

Don't know


Future Strategy

22

Future Strategy

Management Strategy emphasis

(N=40)

25%

33%

38%Mostly focused on revenue-add and increased customer loyalty

Balanced between cost reduction and revenue addition, leaning

toward revenue addition

Balanced between cost reduction and revenue addition leaning

Ma

na

ge

me

nt

Str

ate

gy

13) Over the next 12 to 18 months, what will be the emphasis of your management strategy?

23

3%

10%

13%

25%

0% 20% 40%

Balanced between cost reduction and revenue addition leaning

toward cost reduction

Others

Mostly focused on cost containment and cost reduction

Don't know

Ma

na

ge

me

nt

Str

ate

gy


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)

10%

30%

15%

25%

10%

10%

Argentina

Brazil

Chile

Colombia

Costa Rica

El Salvador Change in Headcount

24

10%

13%

5%

18%

3%

3%

18%

3%

13%

13%

15%

0% 10% 20% 30%

El Salvador

Guatemala

Honduras

Mexico

Nicaragua

Panama

Peru

Puerto Rico

Others

Don't Know

No plans to expand

Co

un

try

Note: Multiple-mention question. Proportions may not add up to100%. Source: Frost & Sullivan

Change in Headcount

(N=40)

90.0%10.0%

Increase Remain the same

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)

48%

58%

63%Telecommunications

BFSI

Retail & Consumer

25

Note: Multiple-mention question. Proportions may not add up to100%.

18%

23%

28%

28%

38%

48%

0% 20% 40% 60%

Retail & Consumer

Healthcare

Information & Technology

Utilities & Energy

Government & Education

Travel & Hospitality

Ve

rtic

als


Key Findings

26

Key Findings

� Outbound and inbound sales still on top

� Healthcare and retail are the fastest growing verticals

27

� Still nascent market for hosted solutions

� Peru, Colombia and Brazil are the most desirable future destinations

� Positive economic climate driving industry growth

Key Findings

� Avaya remains the key vendor in the region

� Social media and video conferencing are on the rise

28

� Outbound dialing is most popular proactive customer contact capability

� Agent Performance Optimization is focused on improving services

� Management strategies returning to the basics

Next Steps

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29

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For Additional Information

Juan Manuel Gonzalez

Industry Manager

ICT, Latin America

(+5411) 4777-1554

[email protected]

Fernando Serra

Sales Director

Latin America

(+5411) 4777-1550

[email protected]

32

Joaquin Saravia

Research Analyst

ICT, Latin America

(+5411) 4776-8063

[email protected]

Tatiana Brull

Marketing Communications Executive

Latin America

(+5511) 3065-8445

[email protected]