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Analysis of the Brazilian Contact Center Outsourcing Services Market 2011 Published on March 2012

Report Summary The market environment is watching a changing in its landscape, with acquisitions and fusion of companies. At medium term, it is expected that the Brazilian market will have no more than ten players.

Table of Content TABLE OF CONTENTS Executive Summary 4 Market Overview 10 Total Contact Center Outsourcing Services Market External Challenges: Drivers and Restraints 19 Forecasts and Trends 27 Market Share and Competitive Analysis 39 Outsourcing Services 47 The Last Word (Conclusions and Implications) 54 Appendix 57

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Analysis of the Brazilian Contact Center Outsourcing Services Market 2011