Australian Firms Inject AI, Automation into Contact Centers
The 2024 ISG Provider Lens™ report reveals that Australian enterprises are outsourcing contact center operations to leverage new technologies and reduce labor costs. Companies are focusing on integrated solutions combining technology, optimized processes, and workforce expertise. Key trends include:
1. Adoption of cloud-based contact centers for scalability and business continuity
2. Implementation of AI-enabled automation for routine tasks
3. Use of speech and sentiment analytics to gauge customer attitudes
4. Potential disruption from GenAI in customizing responses and empowering agents
5. Growing complexity of regulatory compliance
6. Balancing onshore and offshore operations
The report evaluates 26 providers across two quadrants: Digital Operations and Intelligent Operations, naming several Leaders in each category.
Il report ISG Provider Lens™ del 2024 rivela che le imprese australiane stanno esternalizzando le operazioni dei contact center per sfruttare le nuove tecnologie e ridurre i costi del lavoro. Le aziende si stanno concentrando su soluzioni integrate che combinano tecnologia, processi ottimizzati e competenze della forza lavoro. Le tendenze chiave includono:
1. Adozione di contact center basati su cloud per scalabilità e continuità aziendale
2. Implementazione di automazione abilitata dall'IA per compiti di routine
3. Utilizzo di analisi del linguaggio e sentimentale per valutare le opinioni dei clienti
4. Potenziale interruzione da parte di GenAI nella personalizzazione delle risposte e nell'emancipazione degli agenti
5. Complessità crescente della conformità normativa
6. Bilanciare operazioni onshore e offshore
Il report valuta 26 fornitori in due quadranti: Operazioni Digitali e Operazioni Intelligenti, nominando diversi Leader in ciascuna categoria.
El informe ISG Provider Lens™ de 2024 revela que las empresas australianas están externalizando las operaciones de los centros de contacto para aprovechar las nuevas tecnologías y reducir los costos laborales. Las compañías se están enfocando en soluciones integradas que combinan tecnología, procesos optimizados y experiencia en la fuerza laboral. Las tendencias clave incluyen:
1. Adopción de centros de contacto basados en la nube para escalabilidad y continuidad del negocio
2. Implementación de automatización habilitada por IA para tareas rutinarias
3. Uso de análisis de voz y sentimiento para medir las actitudes de los clientes
4. Potencial interrupción por parte de GenAI en la personalización de respuestas y empoderamiento de agentes
5. Complejidad creciente de la conformidad regulatoria
6. Equilibrio entre operaciones onshore y offshore
El informe evalúa a 26 proveedores en dos cuadrantes: Operaciones Digitales y Operaciones Inteligentes, nombrando a varios Líderes en cada categoría.
2024 ISG Provider Lens™ 보고서는 호주 기업들이 콜센터 운영을 아웃소싱하고 있다고 밝혔습니다. 새로운 기술을 활용하고 노동 비용을 줄이기 위해서입니다. 기업들은 기술, 최적화된 프로세스, 그리고 인력 전문성을 결합한 통합 솔루션에 집중하고 있습니다. 주요 트렌드는 다음과 같습니다:
1. 확장성과 사업 연속성을 위한 클라우드 기반 콜센터 채택
2. 일상 업무를 위한 AI 기반 자동화 구현
3. 고객 태도를 파악하기 위한 음성 및 감정 분석 사용
4. 응답을 맞춤화하고 에이전트를 강화하는 GenAI의 잠재적 방해
5. 규제 준수의 증가하는 복잡성
6. 온쇼어와 오프쇼어 운영의 균형
보고서는 두 개의 구역, 즉 디지털 운영과 지능형 운영에서 26개 공급업체를 평가하고 각 범주에서 여러 리더를 지명합니다.
Le rapport ISG Provider Lens™ 2024 révèle que les entreprises australiennes externalisent leurs opérations de centres de contact pour tirer parti des nouvelles technologies et réduire les coûts de main-d'œuvre. Les entreprises se concentrent sur des solutions intégrées combinant technologie, processus optimisés et expertise de la main-d'œuvre. Les tendances clés incluent :
1. Adoption de centres de contact basés sur le cloud pour la scalabilité et la continuité des activités
2. Mise en œuvre d'automatisation alimentée par l'IA pour les tâches de routine
3. Utilisation de l'analytique des discours et des sentiments pour évaluer les attitudes des clients
4. Perturbation potentielle par GenAI dans la personnalisation des réponses et l'autonomisation des agents
5. Complexité croissante de la conformité réglementaire
6. Équilibre entre opérations nationales et internationales
Le rapport évalue 26 fournisseurs dans deux quadrants : Opérations Numériques et Opérations Intelligentes, nommant plusieurs Leaders dans chaque catégorie.
Der ISG Provider Lens™ Bericht 2024 zeigt, dass australische Unternehmen ihre Callcenter-Betriebe auslagern, um neue Technologien zu nutzen und Arbeitskosten zu senken. Die Unternehmen konzentrieren sich auf integrierte Lösungen, die Technologie, optimierte Prozesse und Expertise im Personalbereich kombinieren. Wichtige Trends sind:
1. Annahme von cloud-basierten Callcentern für Skalierbarkeit und Geschäftskontinuität
2. Implementierung von KI-gestützter Automatisierung für Routineaufgaben
3. Nutzung von Sprach- und Sentimentanalysen zur Beurteilung der Kundenhaltung
4. Mögliche Störungen durch GenAI bei der Anpassung von Antworten und Stärkung der Agenten
5. Wachsende Komplexität der Regulierungsanforderungen
6. Balance zwischen Onshore- und Offshore-Betrieb
Der Bericht bewertet 26 Anbieter in zwei Quadranten: Digitale Operationen und Intelligente Operationen und benennt mehrere Führer in jeder Kategorie.
- Companies adopting AI-enabled automation for routine tasks, increasing efficiency
- Shift to cloud-based contact centers enhancing scalability and business continuity
- Implementation of speech and sentiment analytics improving customer attitude assessment
- GenAI potentially customizing responses and empowering human agents during live chats
- Senior executives driving integrated solutions for contact center strategies
- Growing complexity of regulatory compliance for contact centers
- Challenges in balancing onshore and offshore operations
- Need to expand talent search beyond local borders
Insights
The Australian contact center market is undergoing significant transformation, driven by technological advancements and changing customer expectations. Key trends include:
- Increased outsourcing to access new technologies and reduce costs
- Adoption of cloud-based solutions for scalability and business continuity
- Integration of AI and automation for efficiency and cost optimization
- Growing interest in GenAI for customized responses and agent empowerment
These shifts are reshaping the competitive landscape, with providers like Acquire BPO, Concentrix and Teleperformance emerging as leaders. For investors, this presents opportunities in companies offering innovative contact center solutions or those well-positioned to benefit from the outsourcing trend. However, the market is becoming increasingly competitive, requiring careful evaluation of each player's technological capabilities and market positioning.
The focus on improving both customer and agent experiences could lead to increased investment in AI and analytics tools, potentially benefiting tech companies in this space. Overall, the Australian contact center market appears poised for growth, driven by digital transformation initiatives across industries.
The integration of AI and automation in Australian contact centers represents a significant technological shift with far-reaching implications:
- AI-enabled automation is streamlining routine tasks, improving efficiency and response times
- Speech and sentiment analytics are enhancing customer interaction analysis
- GenAI is poised to disrupt operations further, with mature proofs of concept already implemented
- Cloud-based solutions are becoming essential for scalability and business continuity
This technological evolution is likely to benefit companies like Information Services Group (ISG) that provide research and advisory services in this domain. As enterprises seek guidance on implementing these advanced technologies, demand for ISG's services could increase.
Investors should watch for companies developing or implementing cutting-edge AI solutions for contact centers, as they may see significant growth. The shift towards cloud-based tools also presents opportunities in the UCaaS (Unified Communications as a Service) sector.
However, rapid technological change may pose challenges for traditional contact center operators who fail to adapt quickly, potentially leading to market consolidation.
Companies turn to outsourcers for access to new technologies, improving customer and agent experience, ISG Provider Lens™ report says
The 2024 ISG Provider Lens™ Contact Center — Customer Experience Services report for
“The contact center strategies of Australian companies are now driven by senior executives,” said Michael Gale, partner and regional leader, ISG Asia Pacific. “They are sharply focused on integrated solutions that combine technology, optimized processes and workforce expertise.”
Technological advancements, new customer demands and changing workplace dynamics are forcing Australian enterprises to reassess their contact center operations, the report says. Since the COVID-19 pandemic, they have turned to cloud-based contact centers to ensure scalability, security and business continuity during times of crisis. This shift is expected to also increase demand for complementary cloud-based tools, such as unified communications as a service (UCaaS) and agent engagement features.
Companies are already adopting AI-enabled automation for routine contact center tasks, such as ticket categorization, query handling and customer data management, ISG says. This shortens response time and increases efficiency, allowing human agents to focus on more complex, value-added interactions. Also, AI applications such as speech and sentiment analytics have strengthened firms’ ability to gauge and respond to customer attitudes.
GenAI may be on the verge of significantly disrupting contact center operations, in
“AI, analytics and automation are transforming the contact center industry in Australia,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “GenAI is the next step to improving both customer and agent experiences.”
The report also examines other contact center trends in
For more insights into the contact center challenges faced by Australian enterprises, including the need to expand the talent search beyond local borders and the keen interest in leveraging technology to improve interactions, plus ISG’s advice for overcoming them, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Contact Center — Customer Experience Services report for
The report names Acquire BPO, Concentrix, Datacom, Foundever, Probe Group, Tech Mahindra, Teleperformance and TSA as Leaders in both quadrants. It names Genpact, TTEC and WNS as Leaders in one quadrant each.
In addition, Genpact and TTEC are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
A customized version of the report is available from Probe Group.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 among contact center providers. HCLTech earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
The 2024 ISG Provider Lens™ Contact Center — Customer Experience Services report for
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including AI, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in
View source version on businesswire.com: https://www.businesswire.com/news/home/20241009454387/en/
Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978 518 4520
isg@matternow.com
Source: Information Services Group, Inc.
FAQ
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