AI-powered systems and real-time analytics can improve the contact center agent experience, according to the ISG Provider Lens™ report.

LONDON, October 11, 2024–(BUSINESS WIRE)–Businesses across Europe are seeking vendor support and solutions that offer analytics, omnichannel engagement and personalization to improve both customer experience (CX) and customer satisfaction and retention. contact center agents, according to a new research report released today. by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2024 ISG Provider Lens™ Contact Center – Customer Experience Services for Europe report indicates that the European market is experiencing rapid growth in advanced CX, with many companies viewing CX as a measure of overall business success and a fundamental part of the contact center platforms they use. deploy.

“Advanced enterprise contact centers serve as a central point for customer interactions, using a combination of technology and human interaction to effectively meet customer needs,” said Wayne Butterfield, partner at ISG Digital Solutions . “Analytics, omnichannel engagement and personalization are all essential to delivering an advanced customer experience. »

Despite the benefits of automation and AI, striking a balance between technology and human interaction is crucial. Customers greatly value the empathy and understanding provided by human agents, especially when dealing with complex issues.

Making call center technology empathetic to customers requires a high degree of personalization. AI automates the processes used by call center agents to resolve customer issues and personalize the interaction. According to the report, remote employee engagement, gamification, collaboration assistance, and health assessment features enabled by AI promote improved job satisfaction for agents.

“Using AI in automation tools eliminates the need for agents to perform repetitive tasks,” said Jan Erik Aase, partner and global leader of ISG Provider Lens Research. “For contact centers, AI integrates interactive voice response (IVR) and natural language processing into CX tools, giving agents more time to focus on issues that require greater accuracy and efficiency. »

Generative AI still has the potential to transform CX experiences, but concerns about security and limitations are slowing its widespread adoption, the report said.

For more information on the challenges businesses face when it comes to contact center CX platforms, including the need to train agents on new technologies and comply with a host of regulations, as well as tips for To address these issues, see the ISG Provider Lens™ Focal Points Briefing here.

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The 2024 ISG Provider Lens™ Contact Center – Customer Experience Services for Europe report assesses the capabilities of 28 providers across three quadrants: digital operations, intelligent agent experience and intelligent customer experience (AI and analytics).

The report names Atento, Capita, Concentrix, Conduent, Firstsource, Foundever, Movate, Teleperformance, Transcom and Wipro as leaders in all three quadrants. Tech Mahindra has been named leader in one quadrant.

Additionally, HGS is named a Rising Star — a company with a “promising portfolio” and “high future potential” as defined by ISG — in two categories. IGT Solutions named rising star in category.

In the area of ​​customer experience, HCL Tech is named a global ISG CX Star Performer for 2024 among contact center and CX providers. HCL Tech achieved the highest customer satisfaction scores in ISG’s Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and customer services industry. businesses.

Custom versions of the report are available from Capita.

The 2024 ISG Provider Lens™ Contact Center – Customer Experience Services for Europe report is available for subscribers or one-time purchase on this webpage.

About ISG Provider Lens™ Search

The ISG Provider Lens™ Quadrant research series is the only service provider assessment of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of the advisory team world of ISG. Businesses 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 business clients of ISG. The study currently covers providers offering their services globally, in Europe, as well as in the United States, Canada, Mexico, Brazil, United Kingdom, France, Benelux, Germany, in Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory company. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping businesses, public sector organizations and service and technology providers achieve operational excellence and faster growth. The company specializes in digital transformation services, including AI, cloud and data analytics; procurement consultancy; managed governance and risk services; network operator services; design of strategies and operations; change management; market intelligence and technology research and analysis. Founded in 2006 and headquartered in Stamford, Connecticut, ISG employs more than 1,600 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 leadership. 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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Will Thoretz, ISG
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Philipp Jaensch, ISG
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