Brazilian Firms Invest in Contact Center Innovations
Brazilian enterprises are investing in contact center innovations to meet growing customer expectations while controlling costs, according to a new ISG Provider Lens™ report. Companies are adopting AI, automation, and Generative AI to transform customer experiences and improve operational efficiency.
Key findings include:
- Many Brazilian firms are outsourcing contact center functions to optimize costs and access best practices
- Generative AI is being used to develop more advanced chatbots and virtual assistants
- Automation is freeing agents from repetitive tasks, allowing focus on customer satisfaction
- AI-enabled analytics are transforming billing contact centers, prioritizing contacts and anticipating debtor behavior
The report evaluates 31 providers across four quadrants, with AeC and Atento named as Leaders in all four. The adoption of new technologies is expected to continue, with vast potential for further improvements in productivity and customer experience.
Le imprese brasiliane stanno investendo in innovazioni nei contact center per soddisfare le crescenti aspettative dei clienti mentre controllano i costi, secondo un nuovo rapporto ISG Provider Lens™. Le aziende stanno adottando IA, automazione e IA generativa per trasformare le esperienze dei clienti e migliorare l'efficienza operativa.
I risultati chiave includono:
- Molte aziende brasiliane stanno esternalizzando le funzioni dei contact center per ottimizzare i costi e accedere alle migliori pratiche
- L'IA generativa viene utilizzata per sviluppare chatbot e assistenti virtuali più avanzati
- L'automazione sta liberando gli agenti da compiti ripetitivi, consentendo loro di concentrarsi sulla soddisfazione del cliente
- Le analisi abilitate dall'IA stanno trasformando i contact center di fatturazione, dando priorità ai contatti e anticipando il comportamento dei debitori
Il rapporto valuta 31 fornitori in quattro quadranti, con AeC e Atento nominati come leader in tutti e quattro. L'adozione di nuove tecnologie è destinata a continuare, con un ampio potenziale per ulteriori miglioramenti nella produttività e nell'esperienza del cliente.
Las empresas brasileñas están invirtiendo en innovaciones en centros de contacto para satisfacer las crecientes expectativas de los clientes mientras controlan costos, según un nuevo informe de ISG Provider Lens™. Las compañías están adoptando IA, automatización e IA generativa para transformar las experiencias del cliente y mejorar la eficiencia operativa.
Los hallazgos clave incluyen:
- Muchas empresas brasileñas están externalizando funciones de centros de contacto para optimizar costos y acceder a las mejores prácticas
- Se está utilizando IA generativa para desarrollar chatbots y asistentes virtuales más avanzados
- La automatización está liberando a los agentes de tareas repetitivas, permitiéndoles centrarse en la satisfacción del cliente
- Las analíticas habilitadas por IA están transformando los centros de contacto de facturación, priorizando contactos y anticipando el comportamiento de los deudores
El informe evalúa a 31 proveedores en cuatro cuadrantes, con AeC y Atento nombrados como líderes en los cuatro. Se espera que la adopción de nuevas tecnologías continúe, con un enorme potencial para mejorar aún más la productividad y la experiencia del cliente.
브라질 기업들은 비용을 통제하면서 증가하는 고객 기대를 충족하기 위해 연락 센터 혁신에 투자하고 있다고 ISG Provider Lens™의 새로운 보고서가 전하고 있다. 기업들은 AI, 자동화, 생성적 AI를 도입하여 고객 경험을 혁신하고 운영 효율성을 개선하고 있다.
주요 발견 내용은 다음과 같다:
- 많은 브라질 기업들이 비용 최적화와 베스트 프랙티스 액세스를 위해 연락 센터 기능을 아웃소싱하고 있다
- 생성적 AI는 더욱 발전된 챗봇과 가상 비서를 개발하는 데 사용되고 있다
- 자동화는 상담원들이 반복적인 작업에서 벗어나 고객 만족에 집중할 수 있도록 하고 있다
- AI 기반 분석이 청구 연락 센터를 변화시키고 있으며, 연락 우선순위를 정하고 채무자의 행동을 예측하고 있다
이 보고서는 네 개의 사분면에서 31개의 공급자를 평가하며, AeC와 Atento가 모든 사분면에서 리더로 선정되었다. 새로운 기술의 도입은 계속될 것으로 예상되며, 생산성과 고객 경험에 대한 추가 개선의 거대한 잠재력이 있다.
Les entreprises brésiliennes investissent dans des innovations de centre de contact pour répondre aux attentes croissantes des clients tout en contrôlant les coûts, selon un nouveau rapport d'ISG Provider Lens™. Les entreprises adoptent IA, automatisation et IA générative pour transformer les expériences client et améliorer l'efficacité opérationnelle.
Les principales conclusions comprennent :
- De nombreuses entreprises brésiliennes externalisent les fonctions de contact pour optimiser les coûts et accéder aux meilleures pratiques
- L'IA générative est utilisée pour développer des chatbots et assistants virtuels plus avancés
- L'automatisation libère les agents des tâches répétitives, leur permettant de se concentrer sur la satisfaction des clients
- Les analyses basées sur l'IA transforment les centres de contact de facturation, priorisant les contacts et anticipant le comportement des débiteurs
Le rapport évalue 31 fournisseurs dans quatre quadrants, avec AeC et Atento nommés leaders dans les quatre. L'adoption de nouvelles technologies devrait se poursuivre, offrant un grand potentiel pour des améliorations supplémentaires en matière de productivité et d'expérience client.
Brasilianische Unternehmen investieren in Innovationen im Kontaktzentrum, um den wachsenden Kundenanforderungen gerecht zu werden und gleichzeitig die Kosten zu kontrollieren, so ein neuer Bericht von ISG Provider Lens™. Unternehmen setzen KI, Automatisierung und generative KI ein, um die Kundenerfahrungen zu transformieren und die betriebliche Effizienz zu steigern.
Wichtige Ergebnisse sind:
- Viele brasilianische Firmen lagern die Funktionen von Kontaktzentren aus, um Kosten zu optimieren und auf Best Practices zuzugreifen
- Generative KI wird verwendet, um fortschrittlichere Chatbots und virtuelle Assistenten zu entwickeln
- Automatisierung befreit die Agenten von wiederkehrenden Aufgaben, sodass sie sich auf die Kundenzufriedenheit konzentrieren können
- KI-gestützte Analysen verwandeln die Abrechnungs-Kontaktzentren, priorisieren Kontakte und antizipieren das Verhalten der Schuldner
Der Bericht bewertet 31 Anbieter in vier Quadranten, wobei AeC und Atento in allen vier als Führer bezeichnet werden. Die Einführung neuer Technologien wird voraussichtlich anhalten, mit großem Potenzial für weitere Verbesserungen in Produktivität und Kundenerfahrung.
- Brazilian enterprises investing in contact center innovations to improve customer experience
- Adoption of AI, automation, and Generative AI to enhance operational efficiency
- Outsourcing contact center functions to optimize costs and access best practices
- Advanced use of Generative AI in developing chatbots and virtual assistants
- Automation freeing agents from repetitive tasks to focus on customer satisfaction
- AI-enabled analytics transforming billing contact centers
- High costs of maintaining internal teams and implementing new technologies
- Shortage of professionals qualified to capture the potential of new technologies
Insights
The Brazilian contact center market is undergoing a significant transformation, driven by the adoption of AI, automation and GenAI technologies. This shift is primarily motivated by enterprises' need to enhance customer experience while managing costs effectively. Key trends include:
- Increased outsourcing to optimize costs and access best practices
- Integration of AI and ML for more efficient customer interactions
- Advanced implementation of GenAI in chatbots and virtual assistants
- Focus on automation to improve support and reduce operating costs
- AI-enabled analytics in billing and collections
These innovations are reshaping the competitive landscape, with providers like AeC and Atento leading across multiple service categories. The market shows strong growth potential, particularly in GenAI applications, which are still in early stages of exploitation. However, challenges persist, including a shortage of qualified professionals to fully leverage new technologies.
For investors, this trend signals potential growth opportunities in technology-focused contact center providers and AI solutions tailored for customer experience. The sector's evolution may also impact related industries such as customer relationship management software and cloud communication platforms.
The contact center industry in Brazil is experiencing a technological renaissance, with AI and automation at the forefront. Key technological advancements include:
- Generative AI (GenAI): Enhancing chatbots and virtual assistants with more contextual and emotionally intelligent responses
- Machine Learning (ML): Improving predictive analytics for customer behavior and sentiment analysis
- Automation: Streamlining repetitive tasks to allow human agents to focus on complex, high-value interactions
- AI-enabled Analytics: Optimizing debt collection strategies and prioritizing customer contacts
These technologies are not just incremental improvements but are fundamentally changing the nature of customer interactions. The integration of GenAI, in particular, represents a significant leap forward, potentially revolutionizing personalization and problem-solving capabilities in contact centers.
For the tech sector, this trend underscores the growing demand for advanced AI solutions, cloud infrastructure and data analytics platforms tailored to customer experience applications. It also highlights the need for continued innovation in natural language processing and emotional AI to meet evolving customer expectations.
Companies embrace AI, automation, GenAI to satisfy growing customer expectations while controlling costs, ISG Provider Lens™ report says
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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.
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