Contact Center Decisions Increasingly Focus on Customer Experience, New ISG Research Finds
Information Services Group (ISG) has released new research on contact center technology trends. Key findings include:
1. By 2028, half of new contact center platforms will prioritize customer experience over traditional voice routing.
2. Enterprises are increasingly basing decisions on customer experience and CRM rather than call routing engines.
3. Cloud-based platforms, or contact center as a service, are now dominant for new or expanding contact centers.
4. ISG evaluated 37 providers across three categories: Contact Center Basic, Contact Center Advanced, and Agent Management.
5. NICE, Genesys, Content Guru, and Verint were identified as leaders in various categories.
The research aims to help enterprises optimize their business and IT software investments in the contact center space.
Information Services Group (ISG) ha pubblicato una nuova ricerca sulle tendenze della tecnologia dei contact center. I risultati principali includono:
1. Entro il 2028, la metà delle nuove piattaforme di contact center darà priorità all'esperienza del cliente rispetto al tradizionale instradamento delle chiamate.
2. Le aziende stanno sempre più basando le proprie decisioni sull'esperienza del cliente e sul CRM piuttosto che sui motori di instradamento delle chiamate.
3. Le piattaforme basate sul cloud, o contact center as a service, sono ora dominanti per i nuovi contact center o quelli in espansione.
4. ISG ha valutato 37 fornitori in tre categorie: Contact Center Base, Contact Center Avanzato e Gestione degli Agenti.
5. NICE, Genesys, Content Guru e Verint sono stati identificati come leader in varie categorie.
La ricerca mira ad aiutare le aziende a ottimizzare i propri investimenti in software aziendali e informatici nel settore dei contact center.
Information Services Group (ISG) ha lanzado una nueva investigación sobre las tendencias de tecnología de centros de contacto. Los hallazgos clave incluyen:
1. Para 2028, la mitad de las nuevas plataformas de centros de contacto priorizarán la experiencia del cliente sobre el enrutamiento tradicional de llamadas.
2. Las empresas están basando cada vez más sus decisiones en la experiencia del cliente y el CRM en lugar de en motores de enrutamiento de llamadas.
3. Las plataformas basadas en la nube, o contact center como servicio, ahora dominan los nuevos centros de contacto o aquellos en expansión.
4. ISG evaluó a 37 proveedores en tres categorías: Contact Center Básico, Contact Center Avanzado y Gestión de Agentes.
5. NICE, Genesys, Content Guru y Verint fueron identificados como líderes en varias categorías.
La investigación tiene como objetivo ayudar a las empresas a optimizar sus inversiones en software empresarial y de TI en el espacio de los centros de contacto.
정보 서비스 그룹(ISG)이 연락 센터 기술 동향에 대한 새로운 연구를 발표했습니다. 주요 결과는 다음과 같습니다:
1. 2028년까지 새 연락 센터 플랫폼의 절반이 전통적인 음성 라우팅보다 고객 경험을 우선시할 것입니다.
2. 기업들은 이제 통화 라우팅 엔진보다는 고객 경험과 CRM을 기반으로 의사 결정을 내리고 있습니다.
3. 클라우드 기반 플랫폼, 즉 서비스를 통한 연락 센터는 지금 신규 또는 확장 중인 연락 센터에서 주도적인 위치를 차지하고 있습니다.
4. ISG는 연락 센터 기본, 연락 센터 고급 및 에이전트 관리의 세 가지 범주에 걸쳐 37개의 제공업체를 평가했습니다.
5. NICE, Genesys, Content Guru 및 Verint는 다양한 범주에서 리더로 선정되었습니다.
이 연구는 기업이 연락 센터 분야에서 비즈니스 및 IT 소프트웨어 투자를 최적화하는 데 도움을 주는 것을 목표로 합니다.
Information Services Group (ISG) a publié de nouvelles recherches sur les tendances technologiques des centres de contact. Les principales conclusions sont les suivantes :
1. D'ici 2028, la moitié des nouvelles plateformes de centres de contact donneront la priorité à l'expérience client plutôt qu'à l'acheminement traditionnel des appels.
2. Les entreprises basent de plus en plus leurs décisions sur l'expérience client et le CRM plutôt que sur les moteurs d'acheminement des appels.
3. Les plateformes basées sur le cloud, ou centres de contact en tant que service, dominent désormais les nouveaux centres de contact ou ceux en expansion.
4. ISG a évalué 37 fournisseurs dans trois catégories : Centre de contact de base, Centre de contact avancé et Gestion des agents.
5. NICE, Genesys, Content Guru et Verint ont été identifiés comme leaders dans diverses catégories.
La recherche vise à aider les entreprises à optimiser leurs investissements en logiciels professionnels et informatiques dans le domaine des centres de contact.
Information Services Group (ISG) hat neue Forschungsergebnisse zu den Technologie-Trends im Call-Center-Bereich veröffentlicht. Die wichtigsten Ergebnisse sind:
1. Bis 2028 wird die Hälfte der neuen Call-Center-Plattformen die Kundenerfahrung über die traditionelle Anrufweiterleitung stellen.
2. Unternehmen treffen zunehmend Entscheidungen basierend auf der Kundenerfahrung und CRM anstatt auf Anrufweiterleitungs-Engines.
3. Cloud-basierte Plattformen, oder Call-Center als Dienstleistung, sind mittlerweile dominant für neue oder wachsende Call-Center.
4. ISG bewertete 37 Anbieter in drei Kategorien: Basis-Call-Center, Fortgeschrittenes Call-Center und Agentenmanagement.
5. NICE, Genesys, Content Guru und Verint wurden in verschiedenen Kategorien als führend identifiziert.
Die Forschung zielt darauf ab, Unternehmen dabei zu helfen, ihre Investitionen in Unternehmens- und IT-Software im Call-Center-Bereich zu optimieren.
- ISG's research provides valuable insights for enterprises looking to optimize their contact center technology investments
- The shift towards customer experience-focused platforms may lead to improved customer satisfaction and loyalty
- Cloud-based contact center solutions offer increased flexibility and scalability for businesses
- Traditional call center systems may become obsolete, potentially requiring significant investments for upgrades
- Enterprises may face challenges in transitioning from legacy systems to more advanced platforms
- The rapid evolution of contact center technology could lead to increased complexity in decision-making for businesses
Insights
The shift towards customer experience-focused contact center platforms marks a significant trend in the industry. By 2028, up to
The move to cloud-based and hybrid solutions is reshaping the contact center landscape. Contact Center as a Service (CCaaS) has become the dominant model for new and expanding operations, offering flexibility and scalability. This trend is likely to continue, potentially impacting traditional on-premises vendors and creating opportunities for cloud-native providers.
ISG's research highlights NICE, Genesys and Verint as leaders across multiple categories. Their strong positioning suggests these companies are well-adapted to the evolving market demands and could see increased market share. For investors in III (Information Services Group), this research output demonstrates the company's valuable insights into technology trends, potentially enhancing its credibility and market position in the advisory space.
By 2028, half of new contact center platforms will be based on data and insights rather than voice routing, ISG predicts
The ISG Buyers Guides™ for Contact Center and Agent Management, produced by ISG Software Research (formerly Ventana Research), find many enterprises are increasingly basing contact center technology decisions on customer experience and customer relationship management, rather than the choice of call routing engines.
“Contact center infrastructure decisions are no longer based on the simple choice of a voice routing engine,” said Keith Dawson, director of Research, Customer Experience, ISG Software Research. “Enterprises are motivated by the need to deliver a seamless and consistent customer experience. By 2028, as many as half the contact centers replacing their platforms will base their decisions around customer experience and/or customer relationship management, rather than the choice of call routing engines.”
Enterprises needing to replace their traditional call center systems are taking the opportunity to evaluate newer, more advanced platforms whose routing decisions are based on customer experience factors, rather than network conditions, the report says. These new platforms are geared towards real-time data analytics, relationship data management, and even behavioral and sentiment data for both customers and the agents who service them.
The decade-long shift of enterprise digital and telephonic infrastructures from on-premises to cloud-based platforms has recently made way for hybrid approaches that mix cloud and on-premises applications, ISG Software Research notes. Contact center in the cloud, often referred to as contact center as a service, is now the dominant mode of operations for new or expanding contact centers. Some technology providers with on-premises offerings have developed, migrated or acquired contact center offerings aimed at the entire marketplace.
For its 2024 Contact Center and Agent Management Buyers Guides, ISG Software Research evaluated software providers across three platform categories – Contact Center Basic, Contact Center Advanced, and Agent Management – and produced a separate Buyers Guide for each.
A total of 37 providers were assessed in their respective categories: 8x8, Aircall, Alvaria, AWS, Avaya, Calabrio, Cisco, Content Guru, Dialpad, Emplifi, Enghouse Interactive, Evolve IP, Five9, Genesys, GoTo, IntelePeer, Microsoft, Mitel, net2phone, Nextiva, NICE, Odigo, Ozonetel, Playvox, RingCentral, Salesforce, Sprinklr, Talkdesk, TCN, Twilio, UJET, USAN, Verint, Vonage, Zendesk, Zoho and Zoom.
ISG Software Research designates the top three software providers as Leaders in each category. For the 2024 study, the leading providers in ranked order are:
Content Center Basic: NICE, Genesys and Content Guru
Content Center Advanced: NICE, Verint and Genesys
Agent Management: NICE, Verint and Genesys
“The modernization towards a digital business that focuses on the interactions and experiences of customers requires a contact center and support agent management software that can help reach the customer experience objectives,” said Mark Smith, partner, ISG Software Research. “These Buyers Guides are the industry’s most comprehensive set of research evaluating all potential software providers and products on their product and customer experience, ensuring effective understanding, assessment and selection is delivered with research insights and subject matter expertise.”
The ISG Buyers Guides™ are the distillation of more than a year of market and product research efforts. The research is neither sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments.
Visit this webpage to learn more about the ISG Buyers Guides™ for Contact Center and Agent Management and read executive summaries of each of the three reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG Software Research.
About ISG Software Research
ISG Software Research, previously Ventana Research, provides authoritative market research and coverage of the business and IT software industry. It distributes research and insights daily through its user community, and provides a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Its on-demand service provides structured education and advisory support through subject-matter experts. ISG Buyers Guides support the RFI/RFP process and help enterprises evaluate and select software providers through tailored assessment services and the ISG Software Research Value Index methodology. Visit www.ventanaresearch.com for more information and to sign up for free community membership.
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 and automation, 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/20240930457391/en/
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
What percentage of new contact center platforms will be based on data and insights by 2028, according to ISG?
Which companies were identified as leaders in the Contact Center Basic category by ISG?
What is the dominant mode of operations for new or expanding contact centers, according to the ISG report?
How many software providers did ISG evaluate for their 2024 Contact Center and Agent Management Buyers Guides?
