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This forecast outlines the levels of major contact center outsourcing in North and Latin America. It splits the outsourced contact center workstations by country, vertical industry, function and offshore delivery.


  • Outsourced contact center workstations will grow in the Americas over the next five years, but at a more muted pace than in previous forecasts.

Features and Benefits

  • Learn about overall market growth in the Americas, as well as in the major individual markets.
  • Understand the evolution of emerging and mature vertical markets across the Americas.
  • Understand the evolution of emerge and mature vertical markets across the Americas.

Key questions answered

  • How much will major contact center outsourcing markets grow in the Americas over the next five years?
  • What vertical markets will drive outsourced contact center growth in the Americas?

Table of contents


  • Introduction
  • Download 1: CRM Outsourcing Forecast: Major Markets in the Americas, 2014–20

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