Service Providers Boost Asian Contact Center Innovation
ISG Provider Lens™ report highlights that enterprises in Singapore and Malaysia are increasingly outsourcing contact center customer experience services to adapt to evolving consumer needs and technological advancements. The report notes a trend towards utilizing AI and analytics to improve operational efficiency as many agents shift to remote work. It identifies key players like TDCX, Concentrix, and Genpact as leaders across various service categories.
Overall, the report emphasizes the importance of innovation in enhancing customer experiences amidst ongoing supply chain disruptions.
- TDCX recognized as a leader in all three quadrants of the ISG report.
- Increased reliance on AI and analytics for efficiency in contact center operations.
- Trend towards outsourcing allows companies to focus on core business functions.
- None.
Outsourced automation, security and analytics capabilities help companies in
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report for
“Innovation is now essential to delivering compelling customer experiences,” said
The work of contact center agents is increasingly supported by digital solutions, many of them based on AI and analytics, the report says. These help companies automate workflows to streamline the management of agents, a growing requirement as more agents switch to home-based or hybrid work modes.
As flexible work becomes the norm in this region, service desk management and secure infrastructure to support remote workers are vital, ISG says. Enterprises are outsourcing these functions to service providers so they can focus their resources on the core business of customer experience.
“The better a company supports its contact-center workforce, the better they can serve customers and inspire brand loyalty,” said
Enterprises that were implementing internal advancements such as robotic process automation and recruitment process outsourcing before the pandemic are now shifting to customer-facing automation to differentiate themselves in the market, the report says. AI-based tools, such as natural language processing and predictive customer interaction analysis, are helping companies improve outcomes on the front lines.
In addition, the report examines other customer experience trends affecting
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report for
The report names Concentrix, Genpact, Startek,
In addition, Infosys is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in all three quadrants.
A customized version of the report is available from
The 2022 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
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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FAQ
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