ISG Provider Lens™ report sees many benefits
from the CCaaS model, including the ability to engage with
customers by chat, social media, messaging and other
methods
Enterprises in the U.S. are looking to contact
center-as-a-service providers to improve customer experiences,
build brand loyalty and increase retention, 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 the U.S. sees companies seeking a seamless and efficient
omnichannel service model, infused with the latest technology, to
engage with customers, as more and more turn to digital channels
for shopping, communication and purchases during the COVID-19
pandemic.
“During the pandemic, companies have been challenged to deliver
the best customer experience with more personalization,” said Jan
Erik Aase, partner and global leader, ISG Provider Lens Research.
“Many enterprises have realized that turning to as-a-service
offerings is one of the few routes open to them to be able to
address their customers’ expectations, while managing costs and
handling remote workforces.”
Contact Center-as-a-Service (CCaaS) solutions deliver several
benefits, the report says. They are easy to deploy and integrate
with other applications and systems, and they offer high
scalability and pricing flexibility. In addition, CCaaS solutions
support multiple channels of communication, including voice, chat,
email, social media, video and messaging apps, and they come with
built-in AI, analytics and workforce management capabilities.
With all these 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 says. It
also makes remote working easier than legacy stack solutions with
private network connectivity.
CCaaS providers have embraced several technological advancements
to change the way customer service is delivered, the report adds.
Cloud contact center solutions offer analytics and single-screen
management functionalities, even when agents are working from home,
enabling them to deliver highly personalized services that help
increase customer satisfaction.
With the range of benefits that cloud contact centers bring to
enterprises, more companies are moving to cloud platforms and are
taking full advantage of the available technology stack, including
AI and machine learning for redefining personalization, the report
says.
These solutions also come with 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.
The report also notes that the contact center industry in the
U.S. has turned its attention toward the transition to remote and
hybrid working models, typically cloud-based, with enhanced
security requirements. The move toward remote or hybrid working has
many providers rethinking their geographic or facility expansion
strategies. A mix of brick-and-mortar and remote working models is
expected to emerge as a new de-facto standard operating
practice.
At the same time, CCaaS providers and customers have concerns
over connectivity, background noise and security issues for remote
agents. Providers have made significant investments to address
these challenges.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX
Report for the U.S. evaluates the capabilities of 20 providers in
one quadrant: Contact Center as a Service.
The report names 8x8, Amazon Connect, Avaya, Five9, Genesys,
NICE inContact and Talkdesk as Leaders in the quadrant. In
addition, Odigo was named a Rising Star—a company with a “promising
portfolio” and “high future potential” by ISG’s definition—in the
quadrant.
A customized version of the report is available from Amazon
Connect.
The 2021 ISG Provider Lens™ Contact Center as a Service – CX
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., 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20211119005445/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Erik Arvidson, Matter Communications for ISG +1 617 755 2985
isg@matternow.com
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