ISG Provider Lens™ report says enterprises
are accelerating transformations to provide seamless, omnichannel
customer experiences and securely support remote workers
U.S. enterprises are adopting new technologies and operating
models for their contact centers in the wake of changes brought on
by 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 2021 ISG Provider Lens™ Contact Center – Customer Experience
Services report for the U.S. finds enterprises are revising and
accelerating digital transformation plans in light of the rapid
shifts in work modes and consumer behavior brought on by the
pandemic, both of which have disrupted the way companies
communicate with customers.
“The pandemic has dramatically changed how consumers make
purchases and communicate with companies, as well as how companies
deliver services and support to their customers,” said Jim Kane,
ISG Americas leader for Contact Center Solutions. “To preserve
brand loyalty, U.S. enterprises are exploring new ways to provide
the best possible customer experience.”
Consumers increasingly choose digital channels over voice calls
and expect to be able to shift easily among different ways of
communicating with a company, the report says. The U.S. contact
center industry is adopting the tools to deliver this seamless,
efficient omnichannel experience while at the same time creating
remote work models to attract and retain employees.
Most contact centers are scaling up their automation
capabilities to meet these challenges, ISG says. Conversational AI
and chatbots are resolving more low-level queries, while analytics
and consumer behavior prediction enable more meaningful
conversations based on customers’ true needs and interests. As bots
mature, human agents are expected to become specialists in handling
complex queries.
A mix of remote and office-based work is expected to become the
norm for U.S. contact centers, providing benefits including cost
savings, access to talent, worker flexibility and higher
productivity, according to ISG. Providers are making investments to
address poor connectivity, background noise and security in remote
work settings. With tools such as virtual private networks (VPNs),
facial recognition, voice biometrics, screen monitoring and
near-environment monitoring, they are closing the gap in security
between in-office and home-based work.
The pandemic has also accelerated cloud adoption by U.S. contact
centers, the report says. Cloud-based call centers offer improved
productivity, cost optimization, workforce management tools and
technology stacks for capabilities such as AI and machine
learning.
Meanwhile, U.S. enterprises continue to explore Latin America’s
potential as a location for call center operations, ISG says. As
English proficiency in the region increases, and as companies seek
to reach the growing Spanish-speaking population in the U.S., Latin
America is becoming a more attractive site for outsourcing and
nearshoring of traditional call centers.
The 2021 ISG Provider Lens™ Contact Center – Customer Experience
Services report for the U.S. evaluates the capabilities of 29
providers across four quadrants: Digital Operations, Work From Home
Services, AI & Analytics and Social Media CX Services.
The report names Conduent, HGS, Sitel Group, Sutherland and
Teleperformance as Leaders in all four quadrants. It names Alorica,
Atento and Concentrix as Leaders in three quadrants each and
Cognizant and CSS Corp. as Leaders in two quadrants each. The
report names [24]7.ai, Startek, Tech Mahindra, Transcom, TTEC and
Wipro as Leaders in one quadrant each.
In addition, WNS is named a Rising Star—a company with a
“promising portfolio” and “high future potential” by ISG’s
definition—in two quadrants. Infosys and Startek are named Rising
Stars in one quadrant each.
A customized version of the report is available from Atento.
The 2021 ISG Provider Lens™ Contact Center – Customer Experience
Services report for the U.S. 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/20211108005738/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com Erik Arvidson, Matter Communications for
ISG +1 617 874 5214 isg@matternow.com
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