Pandemic Shakes Up Contact Centers With New Demands
Enterprises globally are increasingly adopting cloud-based contact centers, according to a recent ISG report. The pandemic has accelerated the shift towards digital customer experience (CX), leading to a surge in contact center outsourcing. As companies embrace a cloud-first strategy, AI technologies, including bots and analytics tools, are enhancing customer interactions. Flexible work models have become essential for talent retention in a competitive labor market. The report evaluates 30 service providers, naming leaders in various CX service quadrants, signaling evolving demands in the sector.
- Increased demand for digital customer experience services following the pandemic.
- Companies are adopting cloud-first strategies to enhance operational agility.
- AI technologies are being utilized to improve customer interactions.
- Flexible work models are being adopted, aiding in talent retention.
- None.
As more consumers use digital channels, enterprises turn to service providers for cloud-based contact centers with advanced technologies, ISG Provider Lens™ report says
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services global report finds the pandemic has increased demand for digital customer experience (CX), leading to significant growth in contact center services outsourcing. Companies are moving contact center operations to the cloud, adopting new technologies and making better use of data to remain competitive as requirements change.
“The online shift during the pandemic shook up how consumers engage with brands and how contact centers work,” said
Enterprises are taking a cloud-first approach for many reasons, including having the agility to respond to future crises, the report says. AI is playing a growing role in contact centers, especially in the form of bots for automated customer service. Analytics tools are transforming both employee and customer experience, making more knowledge available as customers talk with agents. Companies are even finding use cases for the metaverse, which ISG predicts will cause a major change in customer and employee experiences.
As more consumers reach out to enterprises digitally, companies are finding they need to engage with customers on a growing range of platforms, the report says. For example, while some generations still prefer voice calls, many younger consumers call out brands on social media and expect quick responses.
“Enterprises need to offer omnichannel experiences that follow customers from one channel to the next,” said
After being disrupted by the pandemic, contact center operating models have changed for good, ISG says. Providers are offering more flexible working conditions, including remote and hybrid work modes, contracting and gig work, to attract and retain talent in a tight labor market with high attrition. The new flexibility is expected to help contact centers scale operations up or down based on current needs and maintain business continuity in the event of disruptions.
The report also explores other global trends in contact center customer experience, including the rise in nearshore centers and the growing need for security measures with remote work.
For more insights on contact center challenges facing enterprises, including integration of new technologies, and advice on how to carry out contact center transformation, see the ISG Provider Lens™ Focal Points briefing here.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services global report evaluates the capabilities of 30 providers across four quadrants: Digital Operations, AI & Analytics, Work From Home Services and Social Media CX Services.
The report names HGS,
In addition, Genpact is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. [24]7.ai, Hexaware and Tech Mahindra are named as Rising Stars in one quadrant each.
Customized versions of the report are available from Movate,
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services global 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.
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