Information Services Group (ISG) (Nasdaq: III), a leading global technology research and consulting firm, has launched research studies examining contact center services and platforms as a service that address the how suppliers are responding to new business requirements resulting from the pandemic and other factors.

The results of the Contact Center Services study will be published in a comprehensive ISG Provider Lens™ report, Contact Center – Customer Experience Services 2022, scheduled for release 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 release 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 the information from the reports to assess their current supplier relationships, potential new engagements and available offers, while ISG Advisors will use the information to recommend suppliers to the Enterprise’s Buyer customers. .

The COVID-19 pandemic has heightened the importance of contact center capabilities, making seamless interactions essential. It has also changed expectations for customer experience and disrupted ways of working while contributing to a shortage of skilled employees. Along with recent geopolitical events, these trends have increased overall uncertainty for businesses. They encourage companies to seek new technologies capable of meeting the changing needs of contact centers.

“Businesses need a seamless, end-to-end customer experience more than ever to stay competitive,” said Jan Erik Aase, Partner and Global Leader, ISG Provider Lens Research. “Innovation in contact centers is essential and suppliers have stepped up their efforts.”

For the Contact Center – Customer Experience Services study, ISG distributed surveys to more than 70 contact center service providers. Working in conjunction with ISG’s global advisors, the research team will produce five quadrants representing the digital services and products the typical business purchases, based on ISG’s experience working with its clients. The five quadrants are:

  • Digital operationsevaluating contact center CX outsourcing services focused on end-to-end engagement and managed services.
  • Work at home, Evaluate service providers to facilitate working from home, including infrastructure, technologies and reliable cybersecurity that enable hybrid and flexible work models.
  • AI and analyticsevaluating providers of AI and analytics capabilities that can help drive meaningful conversations with customers and have a meaningful impact on business outcomes.
  • Social Media Customer Experience Servicesevaluating social media service providers, including query resolution, instant feedback, personalization, and social media monitoring and analytics, to enable seamless customer experiences.
  • Debt collection servicesevaluating the collection solutions of service providers in Brazil, including their technologies, technology accelerators, integration tools, and organizational capabilities such as training and humanized negotiations.

The study’s geographically focused reports will cover the global contact center market and examine products and services available in the US, Europe and UK, Brazil, Australia and Singapore/Malaysia. ISG analysts Kenn Walters, Phil Harpur, Namratha Dharshan, Sandya Kattimani, Florian Scheibmayer, Angelia Kho and Craig Baty will write the reports.

An archetype report will also be released 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 Consultants.

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

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

  • Contact Center as a Service (CCaaS)evaluating vendor cloud solutions, including omnichannel and customer experience platforms, that allow businesses to run virtual contact centers.

Separate reports will cover the global CCaaS market and services available in the US, as well as Europe and the UK. ISG analysts Kenn Walters, Namratha Dharshan and Sneha Jayanth will write the reports.

A list of identified suppliers and vendors and further details of 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 ISG Provider Lens™ 2022 assessments now feature new and expanded customer experience (CX) data that measures the actual business experience with specific provider services and solutions, based on ongoing research from ISG on customer experience. Business customers wishing to share their experience on a specific vendor or supplier are encouraged to register here to receive a personalized survey URL. Participants will receive a copy of this report in exchange for their comments.