Roadblocks to Making Omnichannel a Reality in Brazil – High Fluctuation of Exchange Rates – Research and Markets

DUBLIN–(BUSINESS WIRE)–Research and Markets has announced the addition of the “Roadblocks
to Making Omnichannel a Reality in Brazil”
report to their

This market insight presents an analysis of the current status of
omnichannel strategy adoptions in Brazil, as well as selected successful
business cases. It also provides a general view of how companies in
Brazil are facing the omnichannel reality; an overview of Brazilian
consumer behavior and its impact on interactions with companies; market
drivers and restraints, trends, and analysis; growth opportunities; and
key takeaways.

Detailed insights and analysis of initiatives taken by
telecommunications and financial industries is also presented, as is a
comparison of Brazilian banks’ smartphone app adoption.

Key Findings:

  • As a result of the complex political and economic scenario, Brazilian
    companies are searching for ways to reduce costs, increase
    productivity, and retain customers. This has led them to gradually
    adopt digital channels and integrate them with traditional channels.
  • Generations Y and Z have been demanding better, customized mobile and
    digital interaction with companies, which have acquired and integrated
    new channels in their contact centers.
  • Brazilian contact centers historically have been built by acquiring
    different contact channels from different vendors over time and in
    isolation. This is one of the main reasons why omnichannel is still
    incipient in the country.
  • Even though banks and telecommunications companies have begun to work
    on their omnichannel journey by adopting digital and mobile channels,
    they still need to effectively integrate all channels with the
    omnichannel concept.
  • Important growth opportunities remain to be seized. The high
    fluctuation of exchange rates offers great potential for companies
    with local technology, while social media as a customer service
    channel can leverage the increasing penetration of the Internet on
    mobile devices.

Key Topics Covered:

1. Executive Summary

2. Market Overview and Definitions

3. Drivers and Restraints

4. Market Trends and Analysis

5. Success Business Cases

6. The Last Word

Companies Mentioned:

  • Atento
  • Banco Itaú
  • Genesys

For more information visit


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