Latest Intelligence on Communications in South and Central America

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Type Product title / description Pub Price
Expert View
Expert View

2007 will be one of the most challenging years in contact center outsourcing's history

Coming hot on the heels of UK bank Lloyds TSB's announcement that it is to move its contact center operations from Mumbai to the UK, a new report has revealed that contact center outsourcing providers are set to face tremendous challenges with the emergence of late-adopting vertical markets. Indeed, vendors are struggling to adapt industry-specific solutions to both new and established clients.

Published By Datamonitor
08 Mar 2007
Expert View
Expert View

Center and agent optimization are top priorities for contact centers

Pressure to improve the efficiency and effectiveness of contact center operations is driving growth in optimization technologies. Indeed, a survey of contact center professionals has revealed that contact center and contact center agent optimization are viewed as key investment priorities over the next three years, which should bode well for professional services providers.

Published By Datamonitor
17 May 2007
Expert View
Expert View

Forecourts set to benefit from $724 billion contactless payment market

The potential value of the global contactless payments market is estimated at $724 billion. These payments are gaining momentum in the US and Asia-Pacific, and developments in Europe are imminent. Furthermore, the speed of the technology's development - from early trials in 2002 to full commercial launches in 2005 - shows the strength of the proposition to issuers, merchants and consumers alike.

Published By Datamonitor
14 Jun 2006
Expert View
Expert View

Google is well positioned to enter the personal health record market

Datamonitor believes that, through its brand strength, Google's entry into the personal health record market is likely to make personal health records a success and result in consumers becoming more knowledgeable about their health. While other companies have developed personal health records, the significance of Google's entry cannot be underestimated due to its unparalleled consumer reach.

Published By Datamonitor
06 Mar 2008
Expert View
Expert View

Joint In2Pay solution is attractive but consumer reaction remains unclear

ViVOtech and DeviceFidelity have partnered to bring a full range of applications for mobile commerce to smartphones. For the payments industry, this could be a big step forward in building momentum behind all kinds of contactless applications. However, only the success of the recently announced trials and customer experience will determine the feasibility of further developments in this area.

Published By Datamonitor
13 Sep 2010
Expert View
Expert View

MicroSD-led NFC products may do more harm than good

DeviceFidelity's launch of an NFC-enabling cover for the iPhone follows hot on the heels of other developments to convert mobile handsets into contactless form factors. Given the sensitivity surrounding the NFC business model, this will provide added impetus for acquirers to build contactless acceptance but risks alienating mobile operators from future discussions around mobile payments.

Published By Datamonitor
28 May 2010
Expert View
Expert View

Mobile broadcast TV subscribers to exceed 150 million by 2012

Mobile broadcast television combines two of the most successful consumer products in history; television and mobile telephony. The number of mobile broadcast TV subscribers is expected to grow from a mere 4.4 million today to 155.6 million by the end of 2012. However, while mobile broadcast TV is continually being touted as the 'next big thing,' there are considerable hurdles to be overcome.

Published By Datamonitor
04 Jun 2007
Expert View
Expert View

Multi-platform distribution will be crucial for broadcasters in 2008

The next 12 months will see the broadcast sector addressing new models for distribution and advertising in a bid to retain and attract new audiences. The transforming communications and entertainment sector presents challenges to traditional broadcasters. To remain competitive, digital TV players must utilize technological solutions to aide in multi-platform distribution and value-add services.

Published By Datamonitor
15 Feb 2008
Expert View
Expert View

Outbound sales & marketing changing in response to consumer backlash

Although outsourcers will continue to provide a solid mix of offerings related to horizontal functionality, the manner in which traditional services are delivered is shifting. The handling of outbound sales & marketing in particular is changing, in response to consumer backlash. In addition, outsourcing vendors have their fingers on the pulse, and have new services such as 'warm calling' cued.

Published By Datamonitor
06 Jul 2007
Expert View
Expert View

Speech self-service slowly leaving indelible impact on voice of customer service

Speech recognition technology is becoming increasingly prominent as a cost-cutting and value-enhancing solution for customer care and service enablement. As firms look to improve customer interaction in a cost effective manner, the technology will serve as an adjunct to offshore customer service operations.

Published By Datamonitor
13 Mar 2007

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