The Latin American division of US contact center platform provider Aspect Software will be stepping up efforts to sign new clients in the Andean and Southern Cone regions, the company’s Latin American and Caribbean vice president, Alejandro Bourg, told BNamericas.

Whereas Brazil and Mexico have traditionally represented the one-two punch for Aspect’s regional business, the company is now increasing efforts to diversify its client base by winning business opportunities in countries such as Chile and Colombia.

In spite of swirling rumors, Bourg noted that Aspect has not received concrete news about the implementation of new contact center regulations in those countries.

Such laws recently passed in Brazil have kept Aspect on its toes in Latin America’s largest country, as contact centers are investing to improve customer service and have more control over resource expenditures. Aspect has seen growing demand for its workforce management solutions and is expecting “significant” growth in Brazil this year, Bourg said without providing hard figures.

“The law has standards in terms of agents’ response times, the number of times that they can transfer calls, the number of times that a client has to give his contact information and also the speed at which a client leaves the main menu and starts talking to an operator,” he said.

Aspect expects its overall Latin America revenues to increase 30% this year, after seeing flat growth in 2009, Bourg said. The company is seeing a mixture of IT investments in both existing and newly constructed contact centers, with outsourcers showing the most interest in growing their operations.

Other priorities for Aspect include strengthening its Latin American partner network and working closely with Microsoft (Nasdaq: MSFT) in the area of unified communications (UC).

Within Latin America, Aspect has offices in Brazil and Mexico.

Similar Posts:

Share