U.S. Firms Embrace Providers of Contact Center Automation
- Enterprises in the U.S. are rapidly automating contact centers and moving them to the cloud.
- Cloud-based contact center operations have become mainstream in the U.S.
- AI is becoming a standard part of customer experience toolkits in the U.S.
- Analytics plays a growing role in contact center modernization.
- Conduent, Foundever, HGS, Sutherland, and Teleperformance are named as Leaders in all four quadrants of contact center capabilities.
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Partner engagements are increasing as enterprises aggressively adopt AI, analytics, cloud migration, ISG Provider Lens™ report says
The 2023 ISG Provider Lens™ Contact Center — Customer Experience Services report for the
“To modernize contact centers, enterprises need to bring a wide range of technologies to bear,” said Wayne Butterfield, ISG partner, digital solutions. “The contact center is the perfect place for AI-enabled technologies to add real incremental value. Beyond efficiencies, these technologies deliver a deeper level of understanding of what customers want and a real-time view of what is happening in your contact center operation.”
New technology adoption continues to shape
Analytics also plays a growing role in contact center modernization in the
Companies recognize that consumers’ impressions of a brand may extend beyond customer care to multiple channels, including social media, chatrooms and even websites created to impugn a company, ISG says. They are engaging with providers for omnichannel services that include monitoring consumer sentiment. Many companies in the
“Customers today expect more than to have their queries resolved,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “They want a holistic experience across all their contacts with the company, and service providers are making that possible.”
The report also explores other
For more insights into contact center challenges in the
The 2023 ISG Provider Lens™ Contact Center — Customer Experience Services report for the
The report names Conduent, Foundever, HGS, Sutherland and Teleperformance as Leaders in all four quadrants. It names Atento, Cognizant and Concentrix as Leaders in three quadrants each. Alorica, Movate and Startek are named as Leaders in two quadrants each, and [24]7.ai, Tech Mahindra, Transcom, TTEC, Wipro and WNS are named as Leaders in one quadrant each.
In addition, Atento, Hexaware and Startek are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
Customized versions of the report are available from Conduent and Foundever.
The 2023 ISG Provider Lens™ Contact Center — Customer Experience Services report for the
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.
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 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
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Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
Source: Information Services Group, Inc.