Dallas, TX -- (SBWIRE) -- 01/30/2012 -- This report breaks the market into sub-regions and application segments including ICR, IVR, Outbound, and APO. It also focuses on market challenges, drivers, restraints, and trends. The Latin American contact center applications market grew 3.0 percent from 2009, and it is proving a positive investment area, shown by an encouraging seven-year growth rate. The Andean region grew the most and will continue to grow in the near future, showing a compound annual growth rate (CAGR) of 6.6 percent. Backed by a CAGR of 8.0 percent, APO income will increase by a total of 71.7 percent in these seven years, indicating the highest growth perceived for the base year.

Market Overview—Key Questions

- Is the market growing, how long will it continue to grow and at what rate?
- Which is the status of the industry within these countries? Are those structured correctly to reach further growth?
- What are the key drivers & restraints for growth within Latin America?
- How will the structure of the market change over time? Which are the key competitors to watch?
- Are the applications offered today meeting customer needs or is there additional development needed? Will the current applications get commoditized? Will new applications arise?
- How each of the applications markets will evolve in the short and medium term?

Table Of Contents

Executive Summary 5

Market Overview 9

Total Contact Center Applications Market -
External Challenges: Drivers and Restraints 17
Forecasts and Trends 24
Market Share and Competitive Analysis 32

Segment Breakdown—Total Contact Center Applications Market 38
Inbound Contact Routing Systems 41
Interactive Voice Response 46
Outbound Dialing Systems 51
Agent Performance Optimization 56

Regional Breakdown—Total Contact Center Applications Market 61
Brazil 64
Mexico 69
Central America and the Caribbean 74
Andean Region 79
Colombia 84
Southern Cone 89
Argentina 94
Chile 99

The Last Word 104

Appendix 107

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