Upcoming ISG Supplier Lens™ experiences will take a look at methods know-how suppliers are serving to contact facilities enhance buyer expertise whereas supporting a work-from-home mannequin
Info Providers Group (ISG) (Nasdaq: III), a number one international know-how analysis and advisory agency, has launched two analysis research analyzing suppliers of know-how instruments and companies for the contact heart business.
The research outcomes can be printed in two complete ISG Supplier Lens™ experiences—Contact Heart – Buyer Expertise Providers and Contact Heart as a Service—each to be issued in September. The experiences will cowl a variety of know-how companies out there to assist contact facilities, together with buyer expertise companies and cloud-based contact-centers-as-a-service (CCaaS), which permit contact facilities to function effectively with distant employees.
Enterprise consumers will be capable to use data from the experiences to judge their present vendor relationships, potential new engagements and out there choices, whereas ISG advisors use the knowledge to advocate suppliers to the agency’s buy-side purchasers.
The brand new experiences look at know-how instruments and companies out there to the contact heart business as purchaser calls for have modified considerably over the previous 12 months, stated Jan Erik Aase, associate and international chief, ISG Supplier Lens Analysis. “With the rise of digital buyer engagement through the pandemic, enterprises at the moment are eager to undertake superior applied sciences, greatest practices and new working fashions to ship world-class experiences to their clients by contact facilities,” he stated.
For the Contact Heart – Buyer Expertise Providers report, ISG has distributed surveys to greater than 70 know-how and repair suppliers. Working in collaboration with ISG’s international advisors, the analysis staff will produce 4 quadrants representing the companies and merchandise the standard enterprise consumer is shopping for within the contact heart buyer expertise area, based mostly on ISG’s expertise working with its purchasers. The 4 quadrants that can be lined are:
Digital operations, together with managed companies designed to reinforce end-user expertise by end-to-end engagement. Suppliers design the transformation roadmap for enterprise purchasers, considering end-user expectations, channels of communication, present infrastructure and elevated utilization of digital applied sciences in a bodily contact heart setting.
Work-from-home CX companies, protecting a variety of companies to assist contact heart workers working from residence, together with infrastructure, know-how and cybersecurity measures.
AI and analytics, serving to firms drive empathetic and focused conversations with finish customers. This quadrant assesses suppliers on the idea of their AI and analytics resolution choices, partnerships, implementations, improvements and enterprise outcomes.
Social media CX, assessing suppliers providing social media companies with related applied sciences to offer seamless buyer experiences. With the adoption of AI, these platforms can assist enterprises considerably with their advertising and gross sales processes.
For the Contact Heart as a Service report, ISG has distributed surveys to greater than 35 contact heart know-how and repair suppliers. The report will embody a single international quadrant protecting CCaaS, enabling enterprises to run a digital contact heart, utilizing cloud software program to assist scalability, flexibility and financial savings in overhead IT prices.
The Buyer Expertise Providers report will cowl the worldwide contact heart market and look at services and products out there within the U.S., Europe and the U.Ok., Brazil and Australia. ISG analysts Kenn Walters, Namratha Dharshan, Florian Scheibmayer, Craig Baty and Venkatesh R. will function authors of the report.
The Contact Heart as a Service report will cowl the worldwide CCaaS market and look at services and products out there within the U.S., Europe and the U.Ok. ISG analysts Kenn Walters, Namratha Dharshan and Venkatesh R. will function authors of the report.
An archetype report may also be printed as a part of the Buyer Expertise Providers research. This report, distinctive to ISG, is the research of typical purchaser forms of contact heart companies as noticed by ISG advisors.
An inventory of recognized suppliers and distributors and additional particulars on every research can be found in these brochures: Contact Center – Customer Experience Services and Contact Center as a Service. Firms not listed as contact heart suppliers in both brochure can contact ISG and ask to be included within the research.
About ISG Supplier Lens™ Analysis
The ISG Supplier Lens™ Quadrant analysis collection is the one service supplier analysis of its form to mix empirical, data-driven analysis and market evaluation with the real-world expertise and observations of ISG’s international advisory staff. Enterprises will discover a wealth of detailed knowledge and market evaluation to assist information their number of acceptable sourcing companions, whereas ISG advisors use the experiences to validate their very own market data and make suggestions to ISG’s enterprise purchasers. The analysis presently covers suppliers providing their companies globally, throughout Europe, in addition to within the U.S., Germany, Switzerland, the U.Ok., France, the Nordics, Brazil and Australia/New Zealand, with extra markets to be added sooner or later. For extra details about ISG Supplier Lens analysis, please go to this webpage.
A companion analysis collection, the ISG Supplier Lens Archetype experiences, provide a first-of-its-kind analysis of suppliers from the attitude of particular purchaser sorts.
ISG (Info Providers Group) (Nasdaq: III) is a number one international know-how analysis and advisory agency. A trusted enterprise associate to greater than 700 purchasers, together with greater than 75 of the world’s prime 100 enterprises, ISG is dedicated to serving to firms, public sector organizations, and repair and know-how suppliers obtain operational excellence and quicker development. The agency makes a speciality of digital transformation companies, together with automation, cloud and knowledge analytics; sourcing advisory; managed governance and threat companies; community service companies; technique and operations design; change administration; market intelligence and know-how analysis and evaluation. Based in 2006, and based mostly in Stamford, Conn., ISG employs greater than 1,300 digital-ready professionals working in additional than 20 nations—a world staff identified for its progressive considering, market affect, deep business and know-how experience, and world-class analysis and analytical capabilities based mostly on the business’s most complete market knowledge. For extra data, go to www.isg-one.com.
View supply model on businesswire.com: https://www.businesswire.com/news/home/20210426005654/en/
Will Thoretz, ISG
+1 203 517 3119
Cait Buckley, Matter Communications for ISG
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