ISG Provider Lens™ report sees CCaaS
providers helping companies meet rising customer expectations
stemming from the COVID-19 pandemic
Enterprises across Europe and the U.K. are turning to contact
center-as-a-service (CCaaS) providers to address dramatic changes
in customer buying and communication behavior prompted 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 as a Service – CX
Report for Europe and the U.K. finds customers are seeking more
digital interactions with companies and improved experiences
overall. At the same time, the contact center industry is being
forced to use remote workers and adopt work-from-home and hybrid
business models due to the pandemic. Contact center operators in
Europe and the U.K. increasingly are transitioning to cloud-based
contact center solutions with enhanced security requirements.
“During the pandemic, companies across Europe and the U.K. have
been challenged to deliver better customer service through a
variety of channels, including messaging and social media,” said
Jan Erik Aase, partner and global leader, ISG Provider Lens
Research. “Many enterprises have realized that CCaaS providers
represent one of the few routes that enable them to meet customer
expectations.”
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, CCaaS solutions support multiple channels
of communication, including voice, chat, email, social media, video
and messaging apps.
Social media has become a customer service focus of many
companies in Europe and the U.K., with content moderation,
community management and web crawling seen as vital elements of a
good social media plan. Many CCaaS providers are now offering these
services.
Cloud-based contact center solutions are embedded with several
technologies that can bring benefits to enterprise buyers, the
report adds. They offer omnichannel customer engagement and
analytics, as well as single-screen management functionalities that
enable agents to deliver highly personalized services. Many CCaaS
providers are using AI and machine learning to create even more
personalization and achieve higher customer satisfaction.
In addition, CCaaS solutions often include a suite of workforce
management capabilities that provide supervisors with real-time
insights about team performance. Features and tools include
automated coaching, sentiment scoring, analytics for performance
improvement, and gamification that provides performance
comparisons and customized avatars to keep agents motivated and
focused, even in remote settings.
CCaaS providers also are investing in remote working setups to
address issues with connectivity and background and environmental
noise. The report sees the industry moving to a mix of
brick-and-mortar and remote working models as the pandemic
subsides.
With a range of functionalities in one solution, CCaaS is highly
suitable for enterprises that want to deliver a high-quality
customer experience with advanced technologies and the ability to
integrate seamlessly with existing systems, the report concludes.
It also makes remote working easier than legacy stack solutions
with private network connectivity.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX
Report for Europe and the U.K. evaluates the capabilities of 18
providers in one quadrant: Contact Center as a Service.
The report names Content Guru, Five9, Genesys, NICE inContact,
Odigo, Puzzel, and Talkdesk as Leaders in the quadrant.
In addition, Avaya was named a Rising Star—a company with a
“promising portfolio” and “high future potential” by ISG’s
definition.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX
Report for Europe and 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20211117005559/en/
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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