Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

Industry Research : Contact Centers Adding AI to Become More Intelligent, Responsive to Customers

#contactcenterworld, @ISGplc

Contact centers have evolved from query resolution to full-featured customer experience centers by embracing artificial intelligence and speech analytics, according to two new reports published by Information Services Group (ISG) (Nasdaq: III), a global technology research and advisory firm.

The two ISG Provider Lens™ Contact Center/Customer Experience Services reports – one a quadrant analysis of global provider capabilities, the other a view based on buyer archetypes – find contact centers adopting AI to improve service and performance. Contact centers are using elements of machine learning and natural language processing to provide customer recommendations and enable constant system learning.

Speech analytics and conversational AI have been major disrupters in the contact center space, the report said. AI systems are providing a holistic view of a customer history by pulling data from past contacts.

"Machine assistance is creating more value out of voice processes," said Esteban Herrera, partner and global leader of ISG Research. "Virtual help is making contact centers more intelligent."

Many enterprises using contact center vendors are also looking for more ways to enable customer self-service, the archetype report said. AI is helping enterprises move to intelligent self-service models, with knowledge management hubs that can predict patterns and pull out relevant information. In addition, many enterprises are looking for contact center support to help them deal with customer queries made through social media, the report said.

The reports also find the contact center industry moving rapidly toward non-voice business models, including intelligent bots. Robotic Process Automation (RPA) bots can send emails and chat-based decisions to customers. "Bots are moving toward becoming complex decision-making agents," Herrera said.

Service providers also are offering consulting expertise to enterprises looking to deploy their own bots, the quadrant report said. Some enterprises are interested in using AI-powered bots to continuously measure customer sentiment and course-correct, as needed.

The ISG Provider Lens Contact Center/Customer Experience Services Global Quadrant Report for 2019 evaluates the capabilities of 17 providers across the contact center/customer experience quadrant. The report names Alorica, Concentrix, Conduent, Sitel, Sutherland, Teleperformance and TeleTech as leaders in the quadrant.

Meanwhile, the ISG Provider Lens Contact Center/Customer Experience Services Archetype Report for 2019 examines four different types of clients, or archetypes, that are looking for contact center service providers. The report evaluates the capabilities of 17 contact center providers to deliver services to the four archetypes:

Customer service buyers: These are traditional customers focused on managed solutions. They don't consider contact centers part of their core operations. They are taking a step-by-step approach during their digital transformation, including the adoption of non-voice services.

Peak season buyers: They seek providers offering cost-effective services through an established work-at-home contact center model. They look for flexibility to increase or decrease the number of agents they use depending on varying business demands and seasonal peaks.

Automation seekers: These buyers are seeking to embark on a digital journey as a way to cope with changing preferences of customers, including technologically advanced millennials. They want to offer 24x7 connectivity across all touchpoints, and they want service providers that offer traditional contact center services but also have automation capabilities, including virtual agents.

Digital experts: They focus on domain-specific consulting strategies involving design thinking. They are looking for more than technology partners or vendors; they want to engage with providers that can help them in their transformational journeys, leveraging digital technologies to drive innovation and increase efficiency.

Among the providers ISG evaluated against these buyer types, Alorica, HGS, Sitel, Sutherland, Teleperformance and TTEC were named leaders in three archetypes. Concentrix, Conduent and Genpact were leaders in two, while Atento, Hexaware, Tech Mahindra and WNS were leaders in one.

#contactcenterworld, @ISGplc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About ISG Plc:
Company LogoISG Plc is an international construction services company delivering fit out, construction and a range of specialist services, with 31 offices worldwide. The company works with owners, developers and occupiers in the public and private sector for an extensive range of industries. ISG Plc was established in 1989 and has been quoted on AIM since 1998. Today the company has a turnover of around £1.3 billion.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Monday, April 8, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =