ISG Provider Lens™ report finds companies
seeking outsourcing partners to fast-track digital transformation
amid supply-chain disruptions and a shrinking workforce
More enterprises in the U.K. are deploying intelligent business
process automation, partly in response to the effects of Brexit and
the COVID-19 pandemic, 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 U.K. finds an increasing number of
companies fast-tracking digital transformation. Many of these
initiatives incorporate automation technologies such as
natural-language processing (NLP), machine-learning-enabled optical
character recognition (OCR) and conversational artificial
intelligence (AI). These capabilities have met or exceeded U.K.
companies’ expectations of higher productivity, lower costs,
greater data accuracy and improved customer experience.
“Business process automation will play a major role in British
firms’ responses to the long-term challenges emerging from Brexit
and the pandemic,” said Jan Erik Aase, partner and global leader,
ISG Provider Lens Research. “Even with these storm clouds over the
economy, enterprises are investing more in outsourcing and in
automation technologies.”
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.
Declining revenue due to Brexit and COVID-19 has forced many
large and midsize U.K. companies to do more with less, driving them
toward automation and AI for IT operations (AIOps) to maximize
productivity, the report says. Brexit may also create an acute
skills shortage in the U.K. market, which is highly dependent on a
skilled workforce from EU countries, especially in science,
technology, engineering and mathematics (STEM).
Enterprises have begun implementing AI capabilities, including
conversational AI, to soften the impact of new regulations after
Britain leaves the EU. Brexit is expected to lead to an increase in
border checks and legal paperwork in the supply chain, and
conversational AI could help to ease the transition for companies
and their customers, ISG says.
As in other countries, enterprises in the U.K. are adopting
intelligent automation to remain competitive, agile and effective –
turning to service providers if they lack the in-house knowledge or
skills to carry out transformation, the report says. While large
enterprises are rapidly embracing the technologies, midsize
companies also are gradually moving in this direction. Goals are
shifting from cost-cutting through job elimination to improved
productivity with automation of routine tasks.
Other trends identified in the report include enterprises
embracing low-code/no-code development, so citizen developers can
build conversational AI bots or virtual assistants, and 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 U.K. evaluates the capabilities of 52
providers across four quadrants: Intelligent Business Automation,
Artificial Intelligence for IT Operations (AIOps) for Large
Accounts, Artificial Intelligence for IT Operations (AIOps) for
Midmarket 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 IBM as a leader in three quadrants. It names
Accenture, Atos, Capgemini, HCL, Infosys, TCS and Wipro as leaders
in two quadrants. Computacenter, Creative Virtual, Genpact, IPSoft,
Mindtree and Mphasis are named as leaders in one quadrant each.
In addition, Cognizant and Hexaware are named as Rising
Stars—companies with a “promising portfolio” and “high future
potential” by ISG’s definition—in two quadrants each. Mindtree is
named as a Rising Star in one quadrant.
A customized version of the report is available from Creative
Virtual.
The 2020 ISG Provider Lens™ Intelligent Automation – Solutions
and Services report for the U.K. 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210305005089/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Kate Hartley, Carrot Communications for ISG +44 (0)20 3457 6403
kate.hartley@carrotcomms.co.uk
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