European Contact Centers Turn to Advanced CX Tools to Reduce Turnover
The 2024 ISG Provider Lens™ Contact Center – Customer Experience Services report for Europe highlights the growing demand for advanced CX tools in European enterprises. Key findings include:
1. Businesses are seeking provider support for analytics, omnichannel engagement, and personalization to enhance both customer and agent experiences.
2. AI-powered systems are automating processes, allowing agents to focus on complex issues.
3. Balancing technology and human interaction remains crucial, with customers valuing empathy from human agents.
4. Generative AI has potential to transform CX but faces adoption challenges due to security concerns.
5. The report evaluates 28 providers across three quadrants: Digital Operations, Intelligent Agent Experience, and Intelligent CX (AI & Analytics).
Il rapporto 2024 ISG Provider Lens™ Contact Center – Customer Experience Services per l'Europa evidenzia la crescente domanda di strumenti avanzati per la Customer Experience (CX) nelle imprese europee. Le principali scoperte includono:
1. Le aziende cercano supporto da parte dei fornitori per analisi, engagement multicanale e personalizzazione al fine di migliorare sia l'esperienza dei clienti che quella degli agenti.
2. I sistemi basati su intelligenza artificiale stanno automatizzando i processi, consentendo agli agenti di concentrarsi su questioni più complesse.
3. Trovare un equilibrio tra tecnologia e interazione umana rimane cruciale, con i clienti che apprezzano l'empatia degli agenti umani.
4. L'intelligenza artificiale generativa ha il potenziale per trasformare la CX, ma affronta sfide di adozione a causa di preoccupazioni relative alla sicurezza.
5. Il rapporto valuta 28 fornitori suddivisi in tre quadranti: Operazioni Digitali, Esperienza Agente Intelligente e CX Intelligente (AI & Analytics).
El informe 2024 ISG Provider Lens™ Contact Center – Customer Experience Services para Europa destaca la creciente demanda de herramientas avanzadas de CX en las empresas europeas. Los hallazgos clave incluyen:
1. Las empresas buscan apoyo de los proveedores para análisis, compromiso omnicanal y personalización para mejorar tanto la experiencia del cliente como la del agente.
2. Los sistemas impulsados por IA están automatizando procesos, permitiendo a los agentes centrarse en temas complejos.
3. Equilibrar la tecnología y la interacción humana sigue siendo crucial, ya que los clientes valoran la empatía de los agentes humanos.
4. La IA generativa tiene el potencial de transformar la CX, pero enfrenta desafíos de adopción debido a preocupaciones de seguridad.
5. El informe evalúa a 28 proveedores en tres cuadrantes: Operaciones Digitales, Experiencia del Agente Inteligente y CX Inteligente (IA y Análisis).
2024 ISG Provider Lens™ Contact Center – 고객 경험 서비스 보고서는 유럽 기업에서 고급 CX 도구에 대한 수요가 증가하고 있음을 강조합니다. 주요 발견 사항은:
1. 기업들은 고객과 상담원 경험을 향상시키기 위해 분석, 옴니채널 참여 및 개인화에 대한 공급자 지원을 찾고 있습니다.
2. AI 기반 시스템은 프로세스를 자동화하여 상담원이 복잡한 문제에 집중할 수 있도록 합니다.
3. 기술과 인간 상호작용의 균형을 유지하는 것이 중요하며, 고객은 인간 상담원의 공감을 높이 평가합니다.
4. 생성적 AI는 CX를 변형할 잠재력이 있지만 보안 문제로 채택에 어려움을 겪고 있습니다.
5. 이 보고서는 디지털 운영, 지능형 상담원 경험 및 지능형 CX(AI 및 분석)라는 세 가지 범주에서 28개 공급자를 평가합니다.
Le rapport 2024 ISG Provider Lens™ Contact Center – Services d'expérience client pour l'Europe met en évidence la demande croissante d'outils CX avancés dans les entreprises européennes. Les principales conclusions incluent:
1. Les entreprises recherchent le soutien des prestataires pour l'analyse, l'engagement omnicanal et la personnalisation afin d'améliorer l'expérience des clients et des agents.
2. Les systèmes alimentés par l'IA automatisent les processus, permettant aux agents de se concentrer sur des problèmes complexes.
3. Équilibrer la technologie et l'interaction humaine reste crucial, les clients appréciant l'empathie des agents humains.
4. L'IA générative a le potentiel de transformer l'expérience client mais fait face à des défis d'adoption en raison de préoccupations en matière de sécurité.
5. Le rapport évalue 28 prestataires dans trois quadrants : Opérations numériques, Expérience agent intelligente et CX intelligente (IA & Analytique).
Der Bericht 2024 ISG Provider Lens™ Contact Center – Customer Experience Services für Europa hebt die wachsende Nachfrage nach fortschrittlichen CX-Tools in europäischen Unternehmen hervor. Wesentliche Erkenntnisse sind:
1. Unternehmen suchen Unterstützung von Anbietern für Analysen, Omnichannel-Engagement und Personalisierung, um sowohl die Erfahrungen der Kunden als auch der Agenten zu verbessern.
2. KI-gestützte Systeme automatisieren Prozesse und ermöglichen es den Agenten, sich auf komplexe Themen zu konzentrieren.
3. Die Balance zwischen Technologie und menschlicher Interaktion bleibt entscheidend, da Kunden Empathie von menschlichen Agenten wertschätzen.
4. Generative KI hat das Potenzial, CX zu transformieren, steht jedoch aufgrund von Sicherheitsbedenken vor Herausforderungen bei der Einführung.
5. Der Bericht bewertet 28 Anbieter in drei Quadranten: Digitale Betrieb, Intelligente Agentenerfahrung und Intelligente CX (KI & Analytik).
- Rapid growth in advanced CX market in Europe
- AI automation improving agent efficiency and work satisfaction
- Increased focus on personalization and omnichannel engagement
- Slow adoption of generative AI due to security concerns
- Challenges in balancing technology and human interaction
- Need for high customization to make call center technology empathetic
Insights
The European contact center market is experiencing significant growth in advanced customer experience (CX) solutions, driven by enterprises seeking to improve both customer satisfaction and agent retention. Key trends include:
- Increased adoption of AI-powered systems and real-time analytics
- Focus on omnichannel engagement and personalization
- Balancing automation with human interaction for complex issues
- Use of AI to enhance agent experience through gamification and health assessments
While generative AI shows promise, security concerns are slowing widespread adoption. The market is competitive, with several providers identified as leaders across multiple categories. This shift towards advanced CX tools suggests a growing recognition of customer experience as a critical business metric, potentially benefiting companies that offer innovative CX solutions.
The integration of AI and analytics in contact centers is transforming CX platforms:
- AI-powered Interactive Voice Response (IVR) and natural language processing are streamlining customer interactions
- Automation of repetitive tasks allows agents to focus on complex issues, improving efficiency
- Real-time analytics enable personalized customer experiences
- AI-driven tools for remote employee engagement and collaboration are enhancing agent satisfaction
However, the implementation of these technologies presents challenges:
- Need for extensive agent training on new systems
- Balancing automation with maintaining human empathy in customer interactions
- Ensuring compliance with various regulations while implementing advanced CX tools
Companies that can effectively address these challenges while leveraging AI and analytics are likely to gain a competitive edge in the evolving contact center landscape.
AI-powered systems and real-time analytics can improve the contact center agent experience, ISG Provider Lens™ report says
The 2024 ISG Provider Lens™ Contact Center – Customer Experience Services report for
“Advanced enterprise contact centers act as the central point for customer interactions, utilizing a combination of technologies and human interactions to effectively address customer needs,” said Wayne Butterfield, partner, ISG Digital Solutions. “Analytics, omnichannel engagement and personalization are all key to delivering advanced CX.”
Despite the advantages of automation and AI, striking a balance between technology and human interaction is crucial. Customers highly value the empathy and understanding provided by human agents, especially when dealing with complex issues.
Making call center technology empathetic to customers requires a high degree of customization. AI automates the processes call center agents use to address customer issues and personalize the interaction. Remote employee engagement, gamification, collaboration assistance and health assessment functions enabled by AI all promote improved work satisfaction among agents, the report finds.
“The use of AI in automation tools eliminates the need for agents to perform repetitive tasks,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “For contact centers, AI infuses CX tools with interactive voice response (IVR) and natural-language processing, giving agents more time to focus on issues that require greater accuracy and efficiency.”
Generative AI still has the potential to transform CX experiences, but concerns about security and boundaries are slowing widespread adoption, the report says.
For more insights into the contact center CX platform challenges enterprises face, including the need to train agents on new technology and comply with a multitude of regulations, 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 Atento, Capita, Concentrix, Conduent, Firstsource, Foundever, Movate, Teleperformance, Transcom and Wipro as Leaders in all three quadrants. Tech Mahindra was named a Leader in one quadrant.
In addition, HGS is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two categories. IGT Solutions is named a Rising Star in one category.
In the area of customer experience, HCL Tech is named the global ISG CX Star Performer for 2024 among contact center and CX providers. HCL Tech 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.
Customized versions of the report are available from Capita.
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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Press:
Will Thoretz, ISG
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will.thoretz@isg-one.com
Philipp Jaensch, ISG
+49 151 730 365 76
philipp.jaensch@isg-one.com
Source: Information Services Group, Inc.
FAQ
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