Contact Center Modernization
Uncovering optimal strategies and tech partners to empower your next-gen contact center.
Four Key Pillars for Modernizing Contact Centers
Research
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.
Benchmark
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.
10 million data points
How does your IT spend measure up against your industry peers?
Sourcing
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.
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
Maximize your value
We give you the data and tools to realize the full potential of your strategic decision.
Client Stories
Meet Our Team
Keith Dawson
Director
Keith Dawson
Keith leads the Customer Experience (CX) expertise at Ventana Research, now part of ISG, covering applications and technology that facilitate engagement to optimize customer-facing processes across marketing, sales and Customer Relationship Management (CRM). His focus areas of coverage include agent management, contact center, customer experience management, field service, intelligent self-service and voice of the customer. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and a wide array of customer analytics. Keith’s experience spans over two decades as an industry analyst and as the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.
Iain Fisher
Executive Director
Iain Fisher
lain Fisher is ISG's head of industry research and market trends. With over 20 years in consulting and strategic advisory, he now leads cross-industry research across 20 markets. Iain oversees the ideation, creation and market presentation of ISG Provider Lens® studies and builds cross-industry, strategic insights delivered through executive briefings, events and roundtables. A published author of several studies and thought leadership assets, he is recognized in the market for advising leaders on how to achieve strategic advantage.
Iain is an ISG SME on the Future of Work, CX, Sustainability, Aviation, U.K. Healthcare, Utilities and cross-industry solutioning. He develops custom market insights that reshape business models and drive new solutions and innovation.
Beyond his research portfolio, Iain has led the streamlining of ISG Research operations, earning the Outstanding Achievement award in December 2025. He is currently leading the transformation of IPL to include ethical AI tooling. A regular keynote speaker and online presenter, Iain has authored several eBooks on these topics.
Lisa Lusk
Senior Manager
Martin Mitrega
Director
Martin Mitrega
Martin Mitrega leads our EMEA Collaboration and Experience Solution Centre which guides our clients through transformation of their tradition workplace and collaboration models to achieve their digital & IT agendas. He is an expert in the area of Workplace of the Future, where he has a broad knowledge of current trends and developments in the market. In his role, Mr. Mitrega offers market insights, evaluates IT & digital strategies, designs future target operating models, and structures and negotiates the partnerships with new vendors to deliver digital & technology services.
Roman Pelzel
Principal Consultant
Roman Pelzel
Roman Pelzel is a thought leader and trusted advisor with more than 25 years of experience in leading and facilitating digital workplace strategies and technologies as well as ITIL/value-driven service management in different business areas (insurance, automotive, utilities, e-commerce). He has made it his mission to sustainably connect talent and technology by helping organizations transform their digital workplaces into a digital work state experience that put people first. Roman is a recognized expert in workplace management technologies as well as hardware and software rollouts. He contributes to his clients' success with his comprehensive expertise gained in various roles, combining leadership, coaching and technical skills.
