New software being made available to businesses and governments in the region is revolutionizing ways in which contact centers operate and help companies and other organizations.
Increasingly, new data indicated, the companies and organizations are able to do without contact centers that require premises and focus instead on software that does exactly that.
Five9, a major U.S. provider of cloud contact center software, recently add sales and marketing personnel to help drive expansion into the Caribbean and Latin America.
"Five9's cloud contact center solution helps companies eliminate the hassle and expense of old premise-based solutions. I look forward to accelerating the adoption of Five9's solutions in the rapidly growing region of Latin America," the company said.
Five9 President and Chief Executive Officer Mike Burkland said, "The global demand for cloud contact center solutions is increasing."
He cited new research that pointed to a "boom" in Latin American contact center market.
He said the company hoped to "rapidly expand our business in this key region" through deployment of senior new sales staff. Five9 recently appointed senior sales expert Keith Bennett to drive its campaign in the region.
Five9 is the largest pure cloud contact center software provider with more than 1,600 customers and processing more than 3 billion calls per year.
The company says the Five9 Virtual Contact Center and Predictive Dialer are revolutionizing the contact center industry, bringing the power of the cloud to customer service, marketing and sales organizations around the globe.
The company gives enterprises of all sizes access to sophisticated and innovative contact center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions.
Critics of the cloud-based technologies say cloud computing needs to operate in a more secure environment. In some parts of the world the technology is still dependent on efficient and stable communications.
Analysts says despite concerns cloud computing would continue to grow and with it cloud contact center technology would continue to replace software and hardware dependent on premises.
Since the beginning of the call center there has been a desire to own the technology within it, but now this is changing, Simon Cutter said in a survey article on elitetele.com website. "As costs soar to maintain and install hardware in a recession led economy, we're all looking for cheaper options that do the job better," Cutter wrote.
"The recession has made us all customer service experts, as we realize just now how important it is to keep customers and callers onside we're looking for flexible and cost effective solutions that enable us to pay more attention to our customers and less attention to our IT," Cutter wrote.