ISG to Publish Reports on Contact Center Services, Platforms
March 31 2023 - 9:15AM
Business Wire
Upcoming ISG Provider Lens™ reports will
evaluate how providers are meeting increased enterprise demands for
new models of working and greater customer satisfaction
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, has launched a research
study examining providers of contact center services and solutions
that address rapidly changing work models and a growing emphasis on
improving digital customer experience (CX).
The study results will be published in a comprehensive ISG
Provider Lens™ report, called Customer Experience Services,
scheduled to be released in August. The report will cover companies
offering services such as AI and analytics, social media CX
services and hybrid working solutions. At the same time, ISG will
publish a second report, Contact Center as a Service, covering
cloud-based platforms and providers of contact center
solutions.
Enterprise buyers will be able to use information from the
reports to evaluate their current vendor relationships, potential
new engagements and available offerings, while ISG advisors use the
information to recommend providers to the firm’s buy-side
clients.
The reality of the hybrid workplace means that seamless contact
center capabilities are no longer just a luxury; they’re a
necessity, the report says. Enterprises need the agility to adapt
to increasing customer expectations and effectively address every
facet of customer experience, including people, technology, process
and data.
“Enterprises are facing rapidly changing expectations for
customer experience,” said Jan Erik Aase, partner and global
leader, ISG Provider Lens Research. “In order to remain
competitive, they need to provide quick resolution and highly
personalized service across multiple channels.”
For the Customer Experience Services study, ISG has distributed
surveys to more than 80 contact center services providers. Working
in collaboration with ISG’s global advisors, the research team will
produce five quadrants representing the digital services and
products the typical enterprise is buying, based on ISG’s
experience working with its clients. The five quadrants to be
covered are:
- Digital Operations, evaluating the capacity of providers
to understand changing end-user expectations and develop
industry-specific solutions that speed up time to market.
- Hybrid Working Solutions, assessing the ability of
providers to offer tools that flexibly adapt to changing capacities
and enable work from home or office.
- Intelligent CX (AI & Analytics), evaluating the
ability of providers to offer robust AI and analytics
capabilities.
- Social Media CX Services, evaluating providers of social
media services that leverage relevant technologies, such as
sentiment analysis, to offer faster feedback and provide seamless
CX.
- Debt Collection Services, assessing solutions of service
providers in Brazil that employ multiple technologies to speed
collection negotiations and improve customer experience.
Reports will cover the global contact center market and examine
products and services available in the U.S., Europe, Brazil and
Australia. ISG analysts Namratha Dharshan, Kenn Walters, Adriana
Franz, Craig Baty and Phil Harpur will serve as authors of the
reports.
For the Contact Center as a Service study, ISG has distributed
surveys to more than 40 providers of these solutions. The quadrant
to be covered is:
- Contact Center as a Service (CCaaS), assesses service
providers’ solutions, including omnichannel platforms, CX platforms
and other cloud-based solutions for contact centers.
The study will cover the global CCaaS market, with ISG analyst
Kenn Walters authoring the report.
A list of identified providers and further details on the
Customer Experience Services report are available in this digital
brochure, while similar details can be found in a separate brochure
on the Contact Center as a Service report. Companies not listed as
providers for either report can contact ISG and ask to be included
in the study.
All 2023 ISG Provider Lens™ evaluations feature expanded
customer experience (CX) data that measures actual enterprise
experience with specific provider services and solutions, based on
ISG’s continuous CX research. Enterprise customers wishing to share
their experience about a specific provider or vendor are encouraged
to register here to receive a personalized survey URL. Participants
will receive a copy of this report in return for their
feedback.
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/20230331005285/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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