ISG Provider Lens™ report sees CCaaS
providers offering AI- and analytics-based services to improve
customer experience
Enterprises across the global are seeking support from
contact-center-as-a-service providers to meet rising customer
service expectations resulting from 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 as a Service – CX
Global Report finds enterprises worldwide are looking to
contact-center-as-a-service (CCaaS) providers to help them reach
and retain customers who increasingly are using digital channels to
engage with companies.
“Retail shopping has gone digital, physical restaurants have
offered online or contactless ordering, and doctors have embraced
telehealth services during the pandemic,” said Jan Erik Aase,
partner and global leader, ISG Provider Lens Research. “CCaaS
providers are helping businesses reach customers whether the
customer prefers email, text, a messaging app or social media.”
As effects from the pandemic continue, CCaaS providers and their
clients have turned to hybrid or remote working models to respond
to customer inquiries, the report says. With these models becoming
the new standard, companies are looking to adopt cloud contact
centers to enable working from home for the long term.
CCaaS solutions deliver several benefits, the report says. They
are easy to deploy and integrate with other applications and
systems, they offer high scalability, and they provide pricing
flexibility. In addition, these services support multiple channels
of communication, including voice, chat, email, social media, video
and messaging apps.
In addition, the report sees the CCaaS model evolving and
offering much more than basic customer communication. Cloud contact
centers are now designed as full-blown customer service solutions
with multiple features, including workforce management, while
deploying technologies such as AI, automation and analytics.
Continuous advancements in AI have led to CCaaS providers
embracing the technology, the report says. In many cases, an
AI-powered bot is able to determine the need for human intervention
and handle skill-based routing based on customer needs. Cloud
contact center providers are heavily investing in AI to boost their
portfolios of solutions.
Providers are also heavily focused on workforce management, with
the goal of ensuring high-quality outcomes, the report says. Most
CCaaS providers are investing in such workforce management
capabilities as speech analytics, supervision features, real-time
coaching functionality, and gamification. These capabilities enable
businesses to virtually maintain engagement levels with their
employees.
Finally, the report sees CCaaS providers starting to pay more
attention to agent experience, the report adds. Providers are
investing in building comprehensive agent dashboards with built-in
analytic functionalities and insights, enabling agents to deliver
smarter and better results. These products include improved user
interfaces, training, coaching, and analytics-led insights.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX
Global Report evaluates the capabilities of 16 providers in one
quadrant: Contact Center as a Service.
The report names 8x8, Five9, Genesys, NICE inContact, Odigo and
Talkdesk as Leaders in the quadrant.
In addition, Amazon Connect and Content Guru were named Rising
Stars—a companies with “promising portfolios” and “high future
potential” by ISG’s definition—in the quadrant.
A customized version of the report is available from Odigo.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX
Global 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., 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/20211115006032/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com Erik Arvidson, Matter Communications for
ISG +1 617 755 2985 isg@matternow.com
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