ISG Provider Lens™ report finds early
adopters implementing virtual agents, AIOps and process mining to
boost productivity, save money and improve customer
experience
Large enterprises in the Nordics have been implementing business
process automation over the last three years, and more
organizations now see the urgency of adopting these technologies to
stay competitive as COVID-19 strains the regional economy,
according to a new report published today by Information Services
Group (ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The 2020 ISG Provider Lens™ Intelligent Automation – Solutions
and Services report for the Nordics finds banking, financial
services and insurance companies have led the region in adopting
business process automation, seeking higher productivity, cost
savings and improved customer experience. Manufacturing, retail and
other sectors are also embracing the technologies, which include
conversational AI, natural-language processing and AI for IT
operations (AIOps).
“Early adopters of automation in the Nordics are stepping up
digital transformation to gain an advantage when they need it
most,” said Jan Erik Aase, partner and global leader, ISG Provider
Lens Research. “We are seeing a majority of service provider
customers increasing their automation spending, not despite the
economy, but because of it.”
The report focuses on providers that offer proprietary platforms
and related integration and delivery support services. Many
customers prefer this type of solution, while others prefer to work
with consultants and providers, such as ISG Automation, that are
platform-agnostic and offer integration and support services across
a range of platforms.
Automation technologies continue to grow in the region despite
some setbacks, the report says. Nordic enterprises, especially
banks, have experimented with conversational AI technologies for
virtual agents to answer basic customer questions. But companies
found the agents’ language abilities in Finnish, Danish and Swedish
were too elementary. To address this problem, Finland launched
Aurora, a statewide initiative to provide timely services using
AI.
In addition, more enterprises in the region have been deploying
intelligent OCR (optical character recognition), together with
process mining, which can help companies glean insights about their
operations from event data, ISG says. The high cost of process
mining and low awareness of its benefits have held back its
implementation, but early adopters are forging ahead.
Service providers operating in the Nordics are collaborating
with local AI and automation startups in delivery-led innovation
hubs to produce innovative solutions for clients, according to the
report. They are also partnering with local universities to find
skilled workers and improve the skills of current employees. Some
global providers are establishing nearshore capabilities in Poland,
taking advantage of a good cultural fit and the ability to work in
the same time zone, which can speed up delivery of intelligent
automation projects.
As in other countries, enterprises in the Nordics are embracing
low-code/no-code development so citizen developers can build
conversational AI bots or virtual assistants. Another important
trend playing out in the region is the integration of business
process automation solutions with leading enterprise technology
stacks, especially through application programming interfaces
(APIs).
The 2020 ISG Provider Lens™ Intelligent Automation – Solutions
and Services report for the Nordics evaluates the capabilities of
40 providers across three quadrants: Intelligent Business
Automation, Artificial Intelligence for IT Operations (AIOps) and
Conversational AI. The report evaluates only those providers
offering their own proprietary automation platforms; it does not
cover independent providers, like ISG Automation, that offer
solutions across a range of platforms.
The report names Accenture, Capgemini, HCL, IBM, TCS, TietoEVRY
and Wipro as leaders in two quadrants. It names Artificial
Solutions, Genpact and IPSoft as leaders in one quadrant each.
In addition, Infosys is named as a Rising Star—a company with a
“promising portfolio” and “high future potential” by ISG’s
definition—in two quadrants. LTI and Tech Mahindra are named as
Rising Stars in one quadrant each.
A customized version of the report is available from
TietoEVRY.
The 2020 ISG Provider Lens™ Intelligent Automation – Solutions
and Services report for the Nordics 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 Europe, as well as in the U.S., Germany,
Switzerland, the U.K., France, the Nordics, Brazil and
Australia/New Zealand, with additional markets to be added in the
future. For more information about ISG Provider Lens research,
please visit this webpage.
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 700 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 Stamford, Conn., ISG employs more than 1,300
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20210305005088/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Cait Buckley, Matter Communications for ISG +1 617 874 5214
isg@matternow.com
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