Foundever® Named Top Global Leader in 2024 ISG Provider Lens™ Contact Center - CX Services Global Report for Intelligent Agent Experience and Intelligent CX and Global Leader in Digital Operations
Foundever, a global leader in customer experience (CX), has been recognized as a Top Global Leader in the 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report. The company excelled in three quadrants: Intelligent Agent Experience, Intelligent CX (AI & Analytics), and Digital Operations.
This marks Foundever's fifth consecutive year as a Global Leader in Intelligent CX and fourth continuous year as a Leader in Digital Operations. The report highlights Foundever's successful transformation in the CX management landscape, emphasizing its strong market position and commitment to leveraging AI and advanced technologies.
Foundever's strengths include:
- Effective deployment of GenAI to enhance agent experience
- Highly differentiated CX-centric intellectual property products
- Strong global presence across more than 45 countries
- Robust CX service offerings backed by exemplary domain knowledge
Foundever, leader globale nell'esperienza del cliente (CX), è stato riconosciuto come Top Global Leader nel 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report. L'azienda ha eccelso in tre quadranti: Intelligent Agent Experience, Intelligent CX (AI & Analytics) e Digital Operations.
Questo segna il quinto anno consecutivo per Foundever come Global Leader nell'Intelligent CX e il quarto anno consecutivo come Leader nelle Digital Operations. Il rapporto evidenzia la riuscita trasformazione di Foundever nel panorama della gestione CX, sottolineando la sua forte posizione di mercato e il suo impegno nell'utilizzo di AI e tecnologie avanzate.
I punti di forza di Foundever includono:
- Utilizzo efficace di GenAI per migliorare l'esperienza degli agenti
- Prodotti di proprietà intellettuale fortemente differenziati e incentrati sulla CX
- Forte presenza globale in oltre 45 paesi
- Offerte di servizi CX robuste supportate da una conoscenza esemplare del settore
Foundever, un líder global en experiencia del cliente (CX), ha sido reconocido como Top Global Leader en el 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report. La empresa destacó en tres cuadrantes: Intelligent Agent Experience, Intelligent CX (AI & Analytics) y Digital Operations.
Este es el quinto año consecutivo que Foundever es reconocido como Global Leader en Intelligent CX y el cuarto año continuo como líder en Digital Operations. El informe resalta la exitosa transformación de Foundever en el panorama de gestión CX, enfatizando su sólida posición en el mercado y su compromiso de aprovechar AI y tecnologías avanzadas.
Las fortalezas de Foundever incluyen:
- Despliegue efectivo de GenAI para mejorar la experiencia de los agentes
- Productos de propiedad intelectual centrados en la CX altamente diferenciados
- Fuerte presencia global en más de 45 países
- Robustas ofertas de servicios CX respaldadas por un conocimiento ejemplar del sector
Foundever, 고객 경험(CX) 분야의 글로벌 리더, 는 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report에서 Top Global Leader로 인정받았습니다. 이 회사는 Intelligent Agent Experience, Intelligent CX (AI & Analytics), Digital Operations 세 가지 분야에서 우수성을 보였습니다.
이는 Foundever가 Intelligent CX 부문에서 다섯 번째 연속 글로벌 리더로 선정되었으며, Digital Operations 부문에서도 네 번째 연속 리더로 인정받는 것을 의미합니다. 이 보고서는 CX 관리 환경에서 Foundever의 성공적인 변화를 강조하며, 강력한 시장 위치와 AI 및 첨단 기술의 활용에 대한 헌신을 강조합니다.
Foundever의 강점은 다음과 같습니다:
- 요원 경험을 향상시키기 위한 GenAI의 효과적인 배치
- CX 중심의 차별화된 지적 재산 제품
- 45개국 이상의 강력한 글로벌 존재감
- 모범적인 도메인 지식에 기반한 강력한 CX 서비스 제공
Foundever, leader mondial en expérience client (CX), a été reconnu comme Top Global Leader dans le 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report. L'entreprise s'est distinguée dans trois quadrants : Intelligent Agent Experience, Intelligent CX (AI & Analytics) et Digital Operations.
Cela marque la cinquième année consécutive pour Foundever en tant que Global Leader en Intelligent CX et quatrième année consécutive en tant que Leader en Digital Operations. Le rapport souligne la transformation réussie de Foundever dans le paysage de la gestion CX, en mettant en avant sa position de marché solide et son engagement à tirer parti de l'IA et des technologies avancées.
Les forces de Foundever incluent :
- Déploiement efficace de GenAI pour améliorer l'expérience des agents
- Produits de propriété intellectuelle fortement différenciés centrés sur la CX
- Forte présence mondiale dans plus de 45 pays
- Offres de services CX solides soutenues par une connaissance exemplaire du domaine
Foundever, ein globaler Marktführer im Bereich Kundenerfahrung (CX), wurde als Top Global Leader im 2024 ISG Provider Lens™ Contact Center - Customer Experience Services Global Report anerkannt. Das Unternehmen hat in drei Quadranten hervorgestochen: Intelligent Agent Experience, Intelligent CX (AI & Analytics) und Digital Operations.
Dies markiert das fünfte Jahr in Folge, dass Foundever als Global Leader im Bereich Intelligent CX und vier Jahre in Folge als Leader in Digital Operations anerkannt wird. Der Bericht hebt die erfolgreiche Transformation von Foundever im Bereich CX-Management hervor und betont die starke Marktposition sowie das Engagement zur Nutzung von AI und fortschrittlichen Technologien.
Die Stärken von Foundever umfassen:
- Effektive Nutzung von GenAI zur Verbesserung der Agentenerfahrung
- Hochdifferenzierte, CX-zentrierte Produkte im Bereich geistiges Eigentum
- Starke globale Präsenz in über 45 Ländern
- Robuste CX-Serviceangebote, unterstützt durch exzellentes Fachwissen
- None.
- None.
The global CX leader is recognized as a Global Leader for the fifth consecutive year in this annual report
"We are particularly proud of our accomplishments in this year's ISG Provider Lens™ Contact Center CX Services Global Report, highlighting our successful transformation within the dynamic customer experience management landscape," said Laurent Uberti, President, CEO & Founder of Foundever. "Being the Top Global Leader in two of the three quadrants is a testament to our strong position in the market. Our commitment to leveraging AI and advanced technologies enables us to provide outstanding experiences for our clients and employees alike. This recognition reflects our teams' hard work and dedication, showcasing our innovative capabilities and competitive resilience."
For the fifth consecutive year, Foundever was named a Global Leader in Intelligent CX (AI & Analytics), and the Top Leader in the category for the second successive year. Further, this year marks the fourth continuous year that Foundever was named a continued Leader in Digital Operations.
“Foundever prioritizes customer experience with a strong AI-led solution portfolio and deployment capabilities, cutting-edge digital capabilities and strategic partnerships,” said Namratha Dharshan, Chief Business Leader, ISG. “Foundever brings advanced AI-enabled co-pilots and auto-pilots, AI-driven learning and development (L&D) initiatives and flexible hybrid delivery to its agents. It also adopts a comprehensive approach to improve AX to drive operational excellence.”
The Global Quadrant Reports measured the capabilities of numerous contact center services. The Customer Experience Services Quadrant Reports were based upon:
- Intelligent Agent Experience – Foundever has effectively deployed GenAI to enhance agent experience, boost productivity and performance, minimize repetitive tasks, and deliver a more natural, conversational experience, strengthening its market position.
- Intelligent CX (AI & Analytics) – Foundever has continued to be a Leader in this space with its highly differentiated CX-centric intellectual property products and offerings. However, more importantly, its ability to showcase the scale of CX-centric use case deployment is very high.
- Digital Operations – Foundever boasts a strong global presence across more than 45 countries and is investing further to bolster its global footprint, especially in APAC and EMEA. Further, Foundever is a leader for its robust CX service offerings backed by exemplary domain knowledge.
Download the full ISG Provider Lens™ Contact Center - Customer Experience Services 2024 report here and learn more about Foundever at foundever.com.
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
About Foundever®
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Sitel Group and SYKES are now Foundever.
Get to know us at www.foundever.com and connect with us on LinkedIn, X, Facebook, YouTube and Instagram.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241014075996/en/
Media contacts
Rebecca Sanders, Foundever
media@foundever.com
Gabriel Hedengren, Camarco
foundever@camarco.co.uk
Source: Foundever
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