ISG Provider Lens™ report says enterprises
are seeking different contact center services to address
changes in business and consumer behavior following the
pandemic
Major changes in business operations and consumer behavior since
the start of the COVID-19 pandemic have increased demand for
advanced customer experience (CX) capabilities, with enterprises
adopting new technologies at different rates depending on their
maturity and needs, according to a new research report published
today by Information Services Group (ISG) (Nasdaq: III), a leading
global technology research and advisory firm.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience
Services Archetype report finds that contact center operations are
being transformed by automation and analytics as companies adapt to
remote, home-based and hybrid work models. More companies are
embracing AI bots, speech analytics, sentiment analysis and other
tools to improve both customer and employee experience.
“At the highest levels of leadership, enterprises are
recognizing the strategic importance of customer experience,” said
Jan Erik Aase, partner and global leader, ISG Provider Lens
Research. “Modern digital customer experience technology is
becoming essential, especially as hiring and retaining skilled
agents grows more challenging. Companies are seeking providers’
help at all stages of this evolution.”
The 2022 ISG Provider Lens™ Contact Center — Customer Experience
Services Archetype report summarizes the relative capabilities of
contact center service providers to meet the needs of typical,
frequently encountered categories, or archetypes, of enterprise
buyers. Each archetype represents a specific set of business and
technology needs and challenges, which vary over time. Most
organizations, especially large enterprises, include teams or
business units that fit into different archetypes.
The report examines four archetypes within enterprise clients
that are looking for contact center services. The report evaluates
the capabilities of 26 customer experience services providers to
deliver services to the four archetypes:
Automation Embracers: These clients are relatively new to
digitalization but have made it a priority. The pandemic has pushed
them to adopt new customer experience channels and use automation
to ensure customer loyalty and retention. Cost savings remains a
priority. They are looking to leverage global expertise and
presence to overcome inadequate skills and technologies.
Digital Connoisseurs: These more mature clients have
explored omnichannel customer engagement and are familiar with
advanced CX technologies, including automation. They plan to scale
digital transformation to improve CX for competitive advantage.
Clients in this archetype want to partner with providers that have
broad digital capabilities extending to AI and machine
learning.
CX Evangelists: For these clients, transforming CX
through analytics is the highest priority. They look for strategic
business partners with implementation experience, transformation
solutions and a wide range of analytics services. CX Evangelists
demand highly skilled domain experts as agents and evaluate
partnerships based on revenue, customer satisfaction and other
business outcomes.
Work-From-Home Buyers: Clients in this archetype are
looking to adopt a completely work-from-home or hybrid work model.
Cost savings, business resiliency and access to a large talent pool
are their main objectives. They seek service providers with the
training, skills, agents and technologies — including cloud contact
centers and robust security — to enable a work-from-home
infrastructure.
Among the providers ISG evaluated, HGS, Sitel Group, Sutherland
and Teleperformance are named as Leaders across all four
archetypes. Cognizant, Concentrix, Conduent and Tech Mahindra are
named as Leaders across three archetypes each. Atento and TTEC are
named as Leaders across two archetypes each. [24]7.ai, EXL,
Infosys, Startek, Transcom and WNS are named as Leader in one
quadrant each.
A customized version of the report is available from Sitel
Group.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience
Services Archetype report 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., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, 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 800 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/20221118005527/en/
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
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