Brazilian Firms Invest in Contact Center Innovations
Companies embrace AI, automation, GenAI to satisfy growing customer expectations while controlling costs, ISG Provider Lens™ report says
SÃO PAULO--(BUSINESS WIRE)--
Enterprises in
The 2024 ISG Provider Lens™ Contact Center — Customer Experience Services report for
“Customer satisfaction has never been more important to companies in
Facing the high costs of maintaining internal teams, modernizing processes and implementing new technologies, many Brazilian enterprises outsource contact center functions to optimize costs, ISG says. They engage with CX companies for access to best practices in the sector, aiming to improve the quality of their customers’ experiences.
Advances brought about through AI, ML and automation will intensify the ongoing transformation of contact centers, the report says. They may enable companies to interact more efficiently with customers, respond to demands more quickly and consistently and improve the overall user experience.
The adoption of Generative AI (GenAI) is more mature in contact centers than in other sectors, with pilots in advanced stages and some use cases already in production, ISG says. Many involve the development of chatbots and virtual assistants that can solve a wider range of problems and give more precise and context-appropriate responses. GenAI is also improving sentiment analysis to help chatbots adapt their responses to customers’ feelings and intent.
“GenAI still has vast potential that has yet to be tapped,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Providers and enterprises will continue to invest in it to improve productivity and customer experience.”
Automation is also a priority for enterprises in
New technologies, including AI, are also transforming billing contact centers in
The report also examines other contact center trends affecting Brazilian enterprises, including less aggressive approaches to collections and providers’ growing investments in partner ecosystems.
For more insights into the contact center challenges of Brazilian companies, including a shortage of professionals qualified to capture the potential of new technologies, plus ISG’s advice for addressing these issues, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Contact Center — Customer Experience Services report for
The report names AeC and Atento as Leaders in all four quadrants. It names AlmavivA, Concentrix, Foundever, Konecta, NEO and Teleperformance as Leaders in three quadrants each. AlgarTech is named as a leader in two quadrants, and Paschoalotto, Pluris Mídia and Sercom are named as Leaders in one quadrant each.
In addition, Algar Tech, Kainos BPOTECH, Stefanini, TTEC and Winover 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 AEC.
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, which is part of the ISG Star of Excellence™ program, 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
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Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Thábata Mondoni, Mondoni Press for ISG
Mobile: +55 11 98671 5652
thabata@mondonipress.com.br
Source: Information Services Group, Inc.