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STAMFORD, Conn.–(BUSINESS WIRE)–Companies around the world are partnering with service providers to adapt contact center operations to new ways of working and customer behaviors in the wake of the COVID-19 pandemic, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and consulting firm.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Global Report reveals that the pandemic has increased demand for digital customer experience (CX), driving significant growth in outsourcing of contact center services. Companies are moving contact center operations to the cloud, adopting new technologies and making better use of data to stay competitive as requirements change.
“The shift online during the pandemic has upended how consumers interact with brands and how contact centers operate,” said Scott Furlong, partner and head of ISG Global Business Services. “Once consumers have experienced and loved a different engagement model, they are unlikely to want to go back. This creates new demands on the entire CX ecosystem.”
Companies are taking a cloud-first approach for many reasons, including having the agility to respond to future crises, the report says. AI is playing an increasing role in contact centers, especially in the form of bots for automated customer service. Analytics tools transform both the employee and customer experience, making more insights available when customers speak with agents. Companies are even finding use cases for the metaverse, which ISG says will drive a major shift in the experience of customers and employees.
As more consumers contact businesses digitally, companies are finding they need to interact with customers on an increasing range of platforms, the report says. For example, while some generations still prefer voice calls, many younger consumers are calling brands on social media and expecting quick responses.
“Companies need to deliver omnichannel experiences that follow customers across channels,” said Jan Erik Aase, Partner and Global Leader, ISG Provider Lens Research. “Service providers can help them turn social media into a support and engagement platform, with analytics to gauge customer sentiment.”
After being disrupted by the pandemic, contact center operating models have changed for good, according to ISG. Suppliers are offering more flexible working arrangements, including remote and hybrid working arrangements, contracts and on-demand work, to attract and retain talent in a tight job market with high attrition. The new flexibility should help contact centers scale operations up or down based on current needs and maintain business continuity in the event of disruptions.
The report also explores other global trends in contact center customer experience, including the rise of nearshore centers and the growing need for security measures with remote working.
For more information on the contact center challenges facing businesses, including the integration of new technologies, and guidance on how to successfully complete contact center transformation, see the ISG Provider Lens briefing ™ Focal Points here.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Global Report assesses the capabilities of 30 providers in four quadrants: digital operations, AI and analytics, work-from-home services, and social media CX services.
The report names HGS, Sitel Group and Teleperformance as leaders in all four quadrants. He names Concentrix, Conduent, Sutherland and TTEC as leaders in three quadrants each. Alorica, Atento, Cognizant, Genpact, Movate, Startek, Tech Mahindra, Transcom and WNS are named leaders in two quadrants each. [24]7.ai and Webhelp are named leaders in one quadrant each.
Additionally, Genpact is designated as a rising star—a company with a “promising portfolio” and “high future potential” as defined by ISG—in two quadrants. [24]7.ai, Hexaware and Tech Mahindra are named Rising Stars in one quadrant each.
Custom versions of the report are available at Move, Sitel Group, Startek, Transcom and SMB.
The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Global Report is available for subscribers or one-time purchase on this Web page.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider assessment of its kind to combine data-driven empirical research and market analysis with the consulting team’s real-world experience and insights. world of ISG. Companies will find a wealth of detailed data and market analysis to help them select appropriate sourcing partners, while ISG advisors will use the reports to validate their own market knowledge and make recommendations to client companies. from ISG. The search currently covers providers offering their services worldwide, across Europe, as well as in the US, Canada, Brazil, UK, France, Benelux, Germany, Switzerland , Nordics, Australia and Singapore/Malaysia, with additional markets to be added. in the future. For more information on the ISG Provider Lens research, please visit this Web page.
A complementary research series, the ISG Provider Lens Archetype Reports, offers a one-of-a-kind assessment of providers from the perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and consulting company. A trusted business partner to more than 800 customers, including more than 75 of the world’s 100 largest enterprises, ISG is committed to helping enterprises, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The company specializes in digital transformation services, including automation, cloud, and data analytics; procurement advice; governance and risk management managed services; network operator services; design of strategy and operations; change management; business intelligence and technology research and analysis. Founded in 2006 and headquartered in Stamford, Connecticut, 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 expertise in industry and technology and its world-class expertise. research and analysis capabilities based on the most comprehensive market data in the industry. For more information, visit www.isg-one.com.
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