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WhatsApp is also gaining traction, with many users considering it a complete omnichannel solution. Outsourced operations at contact centers employ more than one million people in Brazil. Founded inand based in Stamford, Conn. While Brazilian companies are looking for intelligent interactive voice response systems, chat bots, and AI-powered contact centers, the country has a shortage of trained and experienced workers in data science, statistics, and AI programming, the report says.

The contact center market in Brazil covers a broad range of services, including customer service, sales, research, support, tracking, and collections, the report says. Brzilian firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations de; change management; market intelligence and technology research and analysis.

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For more information, visit www. This is best viewed in an up-to-date web browser with style sheets CSS enabled.

Please consider upgrading your browser software or enabling style sheets CSS if you are able to do so. Home Agent and Konecta are both named rising stars in the Digital Operations quadrant. A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types. In some cases, these services are not well received by customers because of perceived misuse.

. Providers and users of contact center services should invest in training and in empowering human agents with behavioral tactics. Customers in Brazil are increasingly demanding better privacy laws, segmentation of data, and a more customer-centric approach to contact center services, the report adds.

Customers object to unsolicited sales contacts, often involving many contact attempts from auto-dialer systems. The report also recommends increased training because Brazilian customers still demand a human touch to contact center services.

Customized versions of the report are available from Connvert and Home Agent. The research currently covers providers offering their services globally, across Europe and Latin America, as well brwzilian in the U.

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Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. Contact centers must rede their systems and train agents effectively to better resolve problems, it recommends.

Story continues At the same time, customers in Brazil expect consistent treatment from companies, irrespective of the channel or whether the contact service is outsourced, the report says. Contact centers should allow humans and machines to work together seamlessly. The millennial population does not hesitate to cancel service or report poor service on social media channels.