Avaya is bravely pursuing its 21st century vision of the global call center and sees Latin America and the Caribbean playing a major role on the worldwide stage. Avaya boasts strong presence across the region, whith huge market share numbers in long-time BPO stronghold, Argentina. It will be worth paying particular attention to two key themes outlined in this report:
1. The increased reliance on local channel partners to drive business.
2. The realization of the single virtual contact center, which will rely on automatic call distribution sytems (ACD) that will in effect flatten the globally-interlinked network into a single tier architecture with one set of applications.