Companies Hire Partners for Contact Center Modernization
ISG Provider Lens™ report reveals that enterprises are increasingly outsourcing contact center operations to cloud-based as-a-service providers. This trend is driven by staffing challenges and the need for advanced customer engagement capabilities via AI and analytics. The report notes that AI tools can resolve up to 80% of customer issues, enhancing efficiency. Companies not meeting customer expectations risk losing business, making customer experience a top priority. Notable leaders in the market include 8x8, Amazon Connect, and Genesys, among others.
- Rapid growth in demand for cloud-based contact center services.
- AI technology enabling resolution of up to 80% of customer issues.
- Outsourcing improves customer engagement and retention.
- Identified leading providers indicate strong market positioning.
- Enterprises may face reputational damage if customer experience fails.
- Increased complexity in customer engagement may overwhelm in-house resources.
For many enterprises facing changing customer expectations and technologies, as-a-service offerings are the fastest way forward, ISG Provider Lens™ report says
The global 2022 ISG Provider Lens™ Contact Center as a Service – CX report finds that many enterprises are turning to outside providers to meet growing contact center demands in a time of staffing challenges and increasing complexity. Leading providers are enhancing clients’ customer engagement capabilities with cloud-based operations and advanced AI and analytics.
“AI is redefining the customer experience,” said
Outsourcing contact centers also helps enterprises acquire omnichannel capabilities, which meet growing customer demand for immediate responses using their medium of choice, the report says. The need to master text, voice, social media and other channels has made customer engagement too complex for many companies to do in-house.
At the same time, the stakes have risen as customer experience becomes a major differentiator for businesses, ISG says. If online customers are dissatisfied, competitors are only a click away, and companies are publicly rated for their customer experience. Some enterprises are outsourcing contact center operations to turn around a declining reputation.
“Customer experience is a boardroom issue now,” said
The COVID-19 pandemic dramatically accelerated the trend toward distributed, cloud-based contact centers, which in turn has ramped up demand for new tools to keep remote and home-based work secure, ISG says. The disruption of work during the pandemic also led to high attrition from contact-center jobs, increasing the need for automation and for more real-time customer data to help agents resolve issues.
The report also examines other trends around contact-centers-as-a-service, including the growing importance of workforce training, coaching and performance monitoring.
For more insights into the challenges driving enterprises to outsource contact centers, along with advice on how best to carry out a provider engagement, see the ISG Provider Lens™ Focal Points briefing here.
The global 2022 ISG Provider Lens™ Contact Center as a Service – CX report evaluates the capabilities of 21 providers across one quadrant: Contact Center as a Service (CCaaS).
The report names 8x8, Amazon Connect, Content Guru, Five9, Genesys, NICE CXone,
In addition, Avaya is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in the quadrant.
Customized versions of the report are available from
The global 2022 ISG Provider Lens™ Contact Center as a Service – CX report is available to subscribers or for one-time purchase on this webpage.
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
A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.
About ISG
ISG (
View source version on businesswire.com: https://www.businesswire.com/news/home/20221017005583/en/
Press Contacts:
+1 203 517 3119
will.thoretz@isg-one.com
+1 978-518-4520
isg@matternow.com
Source:
FAQ
What does the ISG Provider Lens™ report say about outsourcing contact centers?
Who are the leaders in the CCaaS market according to ISG?
How has COVID-19 influenced contact center trends?
What role does AI play in customer service according to the ISG report?