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The 2024 ISG Provider Lens™ Next-Gen ADM Services report for the U.S. highlights the growing adoption of AI and cloud technologies in application development and management (ADM) strategies among U.S. enterprises. Key findings include:

1. AI-driven ADM services are transforming IT operations, improving efficiency, software quality, and reducing downtime.
2. Companies are exploring generative AI (GenAI) for automating test creation and scenario simulation in quality assurance.
3. There's an increasing trend towards provider engagements covering both applications and underlying IT infrastructure.
4. Cloud-native development is gaining popularity for its scalability and flexibility.
5. Integration of site reliability engineering (SRE) with AI for IT operations (AIOps) is enhancing system performance insights.

The report evaluates 51 providers across six quadrants, naming several as Leaders in multiple categories.

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

The 2024 ISG Provider Lens™ Next-gen ADM Services report for Asia Pacific reveals a surge in application development and maintenance (ADM) adoption across the region. Enterprises are rapidly embracing new ADM technologies as part of their digital transformation efforts, driven by the need to upgrade legacy systems, migrate to the cloud, and integrate advanced technologies like AI and ML.

Key findings include:

• The global ADM and infrastructure services market grew 57% in Q2, largely due to demand in emerging APAC markets
• Companies are outsourcing application development functions to handle complexities and focus on core business goals
• Cloud-native development and application managed services are gaining popularity
• AI, automation, Agile, and DevOps practices are being adopted to enhance efficiency and software quality
• The report evaluates 35 providers across three quadrants: Agile Application Development Outsourcing, Application Managed Services, and Application Quality Assurance

The 2024 ISG Provider Lens™ global Next-gen ADM Solutions report highlights the increasing adoption of advanced low-code/no-code platforms with AI-enabled features by enterprises for building complex applications. Companies are seeking platforms with intuitive interfaces for non-technical employees and the ability to create enterprise-grade software.

AI is delivering benefits throughout development cycles, enabling automation of decision-making, code generation, and security vulnerability identification. Generative AI is simplifying development by creating visual elements based on preferences or descriptions.

Key features in demand include robust version control, project management, real-time collaboration, and component-based architectures. Security and compliance are increasingly important, with expectations for data encryption and access controls. The report also notes the rise of hybrid development capabilities in no-code platforms, allowing for customization with coding when needed.

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).

The 2024 ISG Provider Lens™ AWS Ecosystem Partners report for the U.K. highlights the dominance of Generative AI (GenAI) in strategic plans of AWS ecosystem providers. These providers are integrating GenAI into various offerings to meet enterprise demands for improved productivity and growth. The report also notes the increasing focus on FinOps services, including green FinOps, to address cloud cost concerns.

Key trends include:

• Growing demand for hybrid and multicloud architectures
• Increased interest in cloud repatriation services
• Rising need for VMware to AWS cloud migrations

The report evaluates 36 providers across four quadrants, naming several leaders in each category. It also highlights the importance of AWS ecosystem providers in helping enterprises navigate cloud challenges and comply with regulations.

The 2024 ISG Provider Lens™ report reveals that Australian enterprises are outsourcing contact center operations to leverage new technologies and reduce labor costs. Companies are focusing on integrated solutions combining technology, optimized processes, and workforce expertise. Key trends include:

1. Adoption of cloud-based contact centers for scalability and business continuity
2. Implementation of AI-enabled automation for routine tasks
3. Use of speech and sentiment analytics to gauge customer attitudes
4. Potential disruption from GenAI in customizing responses and empowering agents
5. Growing complexity of regulatory compliance
6. Balancing onshore and offshore operations

The report evaluates 26 providers across two quadrants: Digital Operations and Intelligent Operations, naming several Leaders in each category.

The 2024 ISG Provider Lens™ global Specialty Analytics Services report highlights increased investment in advanced analytics by life sciences and healthcare enterprises to boost competitiveness. Key findings include:

1. Rapid improvements in AI, including generative AI, are helping companies better understand customer needs and make informed decisions.

2. Firms are applying advanced analytics and AI to research, operations, and product commercialization as part of data modernization strategies.

3. Specialty analytics providers are empowering companies to implement custom-built advanced analytics solutions.

4. AI is being used for various applications, including drug demand forecasting, supply chain monitoring, and clinical data analysis.

5. Healthcare providers are using AI tools to boost efficiency and deliver better care.

The report also identifies key future advancements, including increased use of telehealth and personalized precision medicine.

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.