Enterprises are increasingly adopting emerging technologies like AI and analytics to enhance employee experience, boost productivity, and improve collaboration between remote and in-office workers. They are leveraging generative AI (Gen AI) to deploy chatbots for quicker ticket resolution, multilingual support, personalized messaging, faster data retrieval, and rapid detection of security threats. Organizations prefer partnering with service providers that offer proprietary tools and platforms for service desks, virtualization services, unified communication collaboration, and employee experience to accelerate deployment and streamline operations.
Both demand-side and supply-side trends are covered in our Digital Workplace Services 2024 Market Insights™ and Digital Workplace Services 2024 RadarView™, respectively. These reports present a comprehensive study of digital workplace service providers, including top trends, analysis, and recommendations. We also take a close look at the market leaders, innovators, disruptors, and challengers.
Avasant evaluated 50 vendors using three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of these, we recognized 27 providers who brought the most value to the market over the past 12 months.
The RadarView recognizes platform providers in four categories:
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- Leaders: Accenture, Capgemini, Cognizant, HCLTech, Infosys, TCS, Unisys, and Wipro
- Innovators: Atos, Computacenter, DXC Technology, Kyndryl, LTIMindtree, NTT DATA, Tech Mahindra, and Zensar
- Disruptors: Compucom, Fujitsu, ITC Infotech, Orange Business, and Stefanini
- Challengers: Birlasoft, CGI, Coforge, Microland, Pomeroy, and UST
The following figure from the full report illustrates these categories:
“The adoption of generative AI in digital workplace services is rapidly gaining momentum as enterprises recognize its tangible value,” said Rachit Bhagat, partner with Avasant. “Organizations are leveraging generative AI to boost productivity, drive innovation, and enhance overall employee experience.”
The reports provide a number of findings, including the following:
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- As hybrid work becomes the norm, companies are investing in technologies that ensure seamless collaboration across remote and in-office teams. This includes leveraging AI and analytics to track employee sentiment and developing chatbots to resolve employee queries and issues.
- The top five challenges for digital workplace services include change management, data security, integration with existing systems, cost and budget constraints, and a lack of clear strategy.
- Organizations prefer to engage with service providers that use proprietary tools and platforms for employee experience, service desk, virtualization services, and unified communication and collaboration to accelerate workplace transformation.
- Enterprises are utilizing Gen AI for various services, including service desk, knowledge management, communication and collaboration, and workplace security.
“With the rise of hybrid work and greater reliance on digital technologies, data security has become a key concern for enterprises,” said Gaurav Dewan, research director at Avasant. “To tackle this issue, they should adopt a zero-trust security model across all layers and comply with industry and data privacy regulations to safeguard their data.”
The Digital Workplace Services 2024 RadarView™ also features profiles of the 27 service providers, along with their solutions, offerings, and experience in enabling workplace transformation.
This Research Byte provides a brief overview of Avasant’s Digital Workplace Services 2024 Market Insights™ and Digital Workplace Services 2024 RadarView™ (click for pricing).