Conduent CX Recognized as Leader in 2023 ISG Provider Lens for Customer Experience Services for Third Consecutive Year
October 10 2023 - 8:45AM
Conduent Incorporated (Nasdaq: CNDT), a global technology-led
business process solutions and services company, today announced
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, has recognized Conduent as a
“Leader” in its 2023 ISG Provider Lens™— Customer Experience
Services report.
The report evaluates the U.S. capabilities of 30 customer
experience (CX) providers. For the third straight year, Conduent
was designated a “Leader” in the U.S. in all four quadrants:
Digital Operations, Hybrid Working Solutions, Intelligent CX and
Social Media CX Service.
The report defines “Leaders” as having a comprehensive product
and service offering, a strong market presence and established
competitive position. The report also notes that the product
portfolios and competitive strategies of “Leaders” are strongly
positioned to win business in the U.S. market and represent
innovative strength and competitive stability.
Among Conduent’s strengths identified in each quadrant, ISG
highlighted:
- Digital Operations: Conduent’s CXNow, a
cloud-based technology provides full contact services management
that spans the customer lifecycle. Conduent also offers two levels
of consulting: as a strategic partner providing CX strategy,
customer journey mapping and business/industry advisory services;
and as a business process expert on operations, service delivery,
technology optimization, automation and analytics.
- Hybrid Working Solutions: The Conduent
platform was developed to support coaching standards and engagement
with team members and includes advanced security solutions for
remote workers, such as facial recognition and geo-location.
Conduent's expertise spans the private and public sectors, serving
multiple commercial industries, state and local government
departments, and federal government customers.
- Intelligent CX: ISG recognized Conduent’s
Customer Engagement Platform, featuring a predictive decisions
engine powered by AI and ML to enable real-time actions, and its AI
Conversation platform that helps to complete routine tasks via
digital interactions such as voice, webchat and SMS for
personalized CX. It also recognized Conduent’s CX Analytics
solutions that leverage AI and ML to provide insights into customer
interactions and experiences. Through sentiment and predictive
analytics, the solutions identify trends, performance drivers and
opportunities to optimize agent performance and anticipate and
resolve issues.
- Social Media CX: Conduent social media
services combine multiskilled specialists with advanced technology
to provide listening, monitoring, engagement and content moderation
capabilities to help businesses understand sentiment, resolve
issues and establish deeper connections with customers.
“Conduent provides advanced AI-driven solutions in the CX space,
delivering services, virtual agents and omnichannel analytics,”
wrote report author Dr. Kenn Walters, Distinguished Lead Analyst,
ISG.
“To deliver stellar CX experiences requires empathetic,
knowledgable agents and intelligent technology. Conduent has an
industry-leading approach to ensure the agents are outstanding
brand stewards and has developed essential tools to meet the needs
of our clients and their customers,” said Randall King, President,
Commercial Solutions at Conduent. “This Leader recognition from ISG
demonstrates that the investments Conduent continues to make in CX
are paying off and delivering for our clients and their digital
transformations.”
Conduent was also a Leader in Digital Operations, Hybrid Working
Solutions and Intelligent CX in ISG’s Europe and Global
assessments.
Read a custom version of the report, Conduent CX recognized as
Leader in 2023 ISG Provider Lens for Customer Experience
Services.
About ConduentConduent delivers digital
business solutions and services spanning the commercial, government
and transportation spectrum — creating exceptional outcomes for its
clients and the millions of people who count on them. The company
leverages cloud computing, artificial intelligence, machine
learning, automation and advanced analytics to deliver
mission-critical solutions. Through a dedicated global team of
approximately 60,000 associates, process expertise and advanced
technologies, Conduent solutions and services digitally transform
its clients’ operations to enhance customer experiences, improve
performance, increase efficiencies and reduce costs. Conduent adds
momentum to its clients’ missions in many ways, including
delivering 43% of nutrition assistance payments in the U.S.,
enabling 1.3 billion customer service interactions annually,
empowering millions of employees through HR services every year and
processing nearly 12 million tolling transactions every day. Learn
more at www.conduent.com.
Media Contact:Lisa Patterson, Conduent,
+1-816-305-4421, lisa.patterson@conduent.com
Investor Relations Contacts:Giles Goodburn,
Conduent, +1-203-216-3546, ir@conduent.com
Note: To receive RSS news feeds, visit
www.news.conduent.com. For open commentary, industry perspectives
and views, visit http://twitter.com/Conduent,
http://www.linkedin.com/company/conduent or
http://www.facebook.com/Conduent.
TrademarksConduent is a trademark of Conduent
Incorporated in the United States and/or other countries. Other
names may be trademarks of their respective owners.
Conduent (NASDAQ:CNDT)
Historical Stock Chart
From Apr 2024 to May 2024
Conduent (NASDAQ:CNDT)
Historical Stock Chart
From May 2023 to May 2024