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When it comes to call centers and other businesses that frequently deal with customers, it is becoming apparent that customer service software systems are that much more important. This has been backed up by a new report showing that customer service systems are set to grow by as much as 46 percent. The report, put out by industry analyst Frost & Sullivan (News - Alert), says that Latin America will see this kind of software growth over the next four years.

According to the firm, the Latin American Contact Center Systems Market has seen revenues of more than $260.4 million generated in 2013 and it is expected to generate as much as $380 million by the end of 2014. The report also says that an approach that is taking advantage of all channels when it comes to contacts is going to be a big part of the growth in this particular part of the world.

The industry analyst believes that there are a couple of key verticals that will be investing the most amount of money in customer service systems. Telecommunications, healthcare, utilities and energy as well as retail and consumer goods are going to be rolling out their own version of customer service software in the very near future. The goal seems to be fairly obvious. With the number of ways customers can contact companies only growing, those companies simply have to be better at responding to those contacts. It’s obvious that customers want to feel as though the companies they contact have empathy for them and want to solve issues.

The contact center systems that are specifically covered by the report are inbound contact routing as well as IVR (interactive voice response). Outbound dialers and quality monitoring are other solutions that are going to be vital to help the Latin American community grow. The report did indicate that there are some larger companies in the area that are actually slowing growth a bit because they refuse to adopt newer tech. Hopefully that trend will change in the near future.