Contact Center Modernization

Uncovering optimal strategies and tech partners to empower your next-gen contact center.

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Top Story

AI Contact Center Transformation: How and Why Now?

The contact center industry today is almost unrecognizable from its early days nearly 40 years ago.

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Driving Business Results from the Contact Center

Today, contact centers need to deliver superior customer experiences while minimizing operational costs. To deliver this vital customer service engine, you must design a business result aligned strategy, choose the right technology partners, and leverage customer data and analytics for decision making. Making these improvements involves a long list of hard choices and challenges.

This is where ISG steps in. Beyond identifying gaps in your current state and helping you align on the future state business case, we specialize in advising on selecting the right tools and partners and executing a future-proof transformation plan. The result is an AI-enabled contact center that drives real business results: lower time-to-resolution, higher satisfaction and NPS ratings, and an overall elevated customer experience.

Four Key Pillars for Modernizing Contact Centers


Leverage our unparalleled research to navigate the complex contact center technology landscape, assess your tech stack and identify new opportunities. From service provider comparison reports to the latest technology trends, our research will keep you on the cutting edge.

Do you have the right set of Contact Center software providers?

Read our Buyer's Guides to best understand, assess, optimize and select Contact Center software providers.

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10 million data points

How does your IT spend measure up against your industry peers?

Find out for free


Utilizing our extensive data on cost, price, rates and performance metrics of global sourcing contracts, we offer bespoke benchmarking solutions that give you the context you need to design your contact center specific to your industry and business needs.


Leave the complexities to us. We help you design a tailored scope and services strategy aligned with your desired end-state architecture, and we guide you through the sourcing transaction process, including vendor research, RFI/RFP support and program delivery.

Sourcing solutions and deal advisory

Sourcing, contracting and navigating the technology provider ecosystem.

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Maximize your value

We give you the data and tools to realize the full potential of your strategic vision.

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Value Realization

Our focus on change management and training ensures smooth process transition and technology adoption. To ensure you get value from your investments, we help you define key performance indicators (KPIs) and governance so you can measure and manage results. Alternatively, we can manage your governance and/or analytics and provide actionable insights to enhance decisioning and performance.

Step into the future with ISG's Contact Center Modernization

your one stop shop for contact center transformation

improve operations contact center


implement modern technology contact center

Implement Modern Technology 

increase resolution contact center


drive value from data contact center

Drive New Value from Data

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Featured Event

AI Impact Summit (London)

Learn actionable knowledge and an end-to-end perspective of AI, not just as a technology, but as a critical aspect of business strategy.

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Meet our team


Contact our Customer Experience Team