ISG to Publish Reports on Contact Center Services, Platforms

Upcoming ISG Provider Lens™ studies will evaluate how providers are meeting enterprises’ changing customer experience needs amid the pandemic and other disruptions

Information Services Group, a leading global technology research and advisory firm, has launched research studies examining contact center services and as-a-service platforms that address how providers are responding to new enterprise requirements stemming from the pandemic and other factors.

“Contact center innovation is essential, and providers have been stepping up.”

The study results on contact center services will be published in a comprehensive ISG Provider Lens™ report, called Contact Center – Customer Experience Services 2022, scheduled to be released in September. The report will cover companies offering services such as social media customer experience (CX), AI and analytics, and work-from-home services. At the same time, ISG Provider Lens™ will publish the Contact Center as a Service 2022 report, covering providers of cloud-based platforms and 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.

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The COVID-19 pandemic has increased the importance of contact center capabilities, making seamless interactions essential. It also has changed customer experience expectations and disrupted work modes while contributing to a shortage of qualified employees. Along with recent geopolitical events, these trends have heightened the general uncertainty for businesses. They are leading enterprises to seek newer technologies that can meet changing contact center needs.

“Enterprises need seamless, end-to-end customer experience more than ever to stay competitive,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Contact center innovation is essential, and providers have been stepping up.”

For the Contact Center – Customer Experience Services study, ISG has distributed surveys to more than 70 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 are:

• Digital Operations, evaluating contact center CX outsourcing services focused on end-to-end engagement and managed services.

• Work From Home Services, assessing providers of services to facilitate working from home, including infrastructure, technologies and reliable cybersecurity that enable hybrid and flexible work models.

• AI & Analytics, assessing providers of AI and analytics capabilities that can help drive meaningful conversations with customers and have a significant impact on business outcomes.

• Social Media CX Services, evaluating providers of social media services, including query resolution, immediate feedback, personalization and social media monitoring and analysis, to enable seamless customer experiences.

• Debt Collection Services, assessing the collection solutions of service providers in Brazil, including their technologies, technology accelerators, integration tools and organizational capabilities such as training and humanized negotiations.

Geographically focused reports from the study will cover the global contact center market and examine products and services available in the U.S., Europe and the U.K., Brazil, Australia and Singapore/Malaysia. ISG analysts Kenn Walters, Phil Harpur, Namratha Dharshan, Sandya Kattimani, Florian Scheibmayer, Angelia Kho and Craig Baty will serve as authors of the reports.

An archetype report will also be published as part of this study. This report, unique to ISG, is the study of typical buyer types of contact center services as observed by ISG advisors.

A list of identified customer experience services providers and further details on the study are available in this digital brochure.

For the Contact Center as a Service study, ISG has distributed surveys to more than 35 providers of these services. The quadrant to be covered is:

• Contact Center as a Service (CCaaS), evaluating providers’ cloud solutions, including omnichannel and customer experience platforms, that enable enterprises to run virtual contact centers.

Separate reports will cover the global CCaaS market and services available in the U.S., as well as Europe and the U.K. ISG analysts Kenn Walters, Namratha Dharshan and Sneha Jayanth will serve as authors of the reports.

A list of identified providers and vendors and further details on the CCaaS study are available in this digital brochure.

Providers not listed in either brochure can contact ISG and ask to be included in the studies.

All 2022 ISG Provider Lens™ evaluations now feature new and 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.