Outsourcing, new technologies transform
contact center operations as companies explore GenAI for further
improvements, ISG Provider Lens™ report says
Most U.S. enterprises have shifted from in-house to outsourced
contact centers over the past few years to improve customer
experience (CX), according to a new research report published today
by Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm.
The 2024 ISG Provider Lens™ Contact Center — Customer Experience
Services report for the U.S. finds that CX is now a core focus of
leaders at U.S. companies of all sizes. Especially in the U.S.,
cloud-based solutions and advanced technologies such as AI have
fundamentally changed contact centers and made them more adaptable
to changing demands.
“U.S. companies are moving from conventional support methods to
a proactive approach of predicting customer requirements and
delivering personalized solutions,” said Wayne Butterfield, ISG
partner, digital solutions. “They are quickly adopting new
technologies to improve both customer and employee
satisfaction.”
Cloud-based contact centers enable enterprises to respond to
planned or unplanned events, including crises and peak seasons, by
scaling operations up or down while maintaining business
continuity, the report says. Cloud services reduce the cost of
maintaining on-premises infrastructure, and it is increasingly
common for companies to pay for these services per use instead of
per month, which delivers further savings. Most U.S. companies
apply those savings to the bottom line, ISG says.
AI-powered tools, such as chatbots, virtual assistants and
automated response systems, are now commonly used in the U.S., the
report says. They have reshaped contact centers, streamlining
processes and enhancing customer interactions. Tools based on
embedded AI also analyze customer sentiment and predict future
demands and challenges. Companies recognize the potential of
Generative AI (GenAI) to further enhance CX, but security and
privacy concerns remain, and in most companies the technology is
still in pilot projects and proofs of concept.
Customer self-service options, often made possible through
automated tools such as chatbots, now quickly resolve common issues
while reducing the workload on human agents, ISG says. This allows
representatives to focus on intricate queries that demand more
focused understanding.
“Even with the benefits of AI and automation, customers dealing
with complex issues value the empathy and understanding of human
agents,” said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. “Providers are helping clients find the
right balance.”
Cybersecurity, data privacy and regulatory compliance have never
been more important for U.S. contact center operations, especially
with the rise of remote work, ISG says. Advanced contact centers
have implemented multifactor authentication, biometric security,
private network connections and other measures to protect
enterprises and customers.
The report also explores other contact center trends in the
U.S., including increasing efforts to improve agent experience and
the growth of advisory services tailored to specific
industries.
For more insights into contact center challenges facing U.S.
enterprises, including unexpected costs of outsourcing and
potential data privacy risks of GenAI, see the ISG Provider Lens™
Focal Points briefing here.
The 2024 ISG Provider Lens™ Contact Center — Customer Experience
Services report for the U.S. evaluates the capabilities of 30
providers across three quadrants: Digital Operations, Intelligent
Agent Experience and Intelligent CX (AI & Analytics).
The report names Atento, Conduent, Foundever, HGS, Sutherland
and Teleperformance as Leaders in all three quadrants. It names
Cognizant, Concentrix and Movate as Leaders in two quadrants each.
Alorica, Genpact, Tech Mahindra, Wipro and WNS are named as Leaders
in one quadrant each.
In addition, IGT Solutions is named as a Rising Star — a company
with a “promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants. Startek is named as a Rising Star in
one quadrant.
In the area of customer experience, HCLTech is named the global
ISG CX Star Performer for 2024 among contact center providers.
HCLTech earned the highest customer satisfaction scores in ISG's
Voice of the Customer survey, part of the ISG Star of Excellence™
program, the premier quality recognition for the technology and
business services industry.
The 2024 ISG Provider Lens™ Contact Center — Customer Experience
Services report for the U.S. 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, Mexico,
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.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 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 AI, 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 1,600 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/20241016520569/en/
Press Contacts:
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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