AI Contact Center Transformation: How and Why Now?
The contact center industry today is almost unrecognizable from its early days nearly 40 years ago.
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.
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.
Read our Buyer's Guides to best understand, assess, optimize and select Contact Center software providers.
Learn MoreHow does your IT spend measure up against your industry peers?
Find out for freeUtilizing 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, contracting and navigating the technology provider ecosystem.
Learn MoreWe give you the data and tools to realize the full potential of your strategic vision.
Learn MoreOur 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.
Improve
Operations
Implement Modern Technology
Increase
Resolution
Drive New Value from Data
ISG is a leader in proprietary research, advisory consulting and executive event services focused on market trends and disruptive technologies.
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