This report provides businesses with a view of the contact center services landscape. It begins with a summary of key enterprise and outsourcing trends and identifies the right service providers that companies can engage with to reshape the customer service function. We continue with a detailed assessment of 28 service providers offering contact center services and contact center as a service (CCaaS). Each profile provides an overview of the service provider, its contact center services capabilities and solutions, and a list of representative clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, domain ecosystem, and investments and innovation.
As enterprises increasingly reposition their contact centers to generate new revenue opportunities and drive key business outcomes, they are integrating contact centers with other functions and adopting outcomes-linked commercial agreements. Changing customer behavior is driving the growth of nonvoice channels. Businesses are adopting cloud-based contact center platforms and digital technology-enabled solutions to effectively scale and empower a dispersed workforce.
The Contact Center Business Process Transformation 2022–2023 RadarView aids companies in identifying top service providers to reinvent their customer service. It also offers an analysis of each service provider’s capabilities in technology and delivery support, thus enabling organizations to identify the right strategic partners for their contact center transformation.
This RadarView includes an analysis of the following service providers in the contact center business process transformation space: Alorica, Atento, Cognizant, Concentrix, Conduent, CSS Corp, EXL, Firstsource, Genpact, HCL, HGS, ibex, Infosys, Majorel, ResultsCX, Sitel Group, Startek, Sutherland, Tech Mahindra, TCS, Teleperformance, TELUS International, Transcom, TTEC, VXI Global Solutions, Webhelp, Wipro, and WNS.
The industry insights and recommendations presented are based on our ongoing interactions with senior executives, vendors, subject matter experts, and Avasant Fellows, along with lessons learned from consulting engagements.
Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, and Avasant’s ongoing market interactions. The assessment is across the three dimensions of practice maturity, domain ecosystem, and investments and innovation, leading to our recognition of those service providers that have brought the most value to the market over the last 12 months.
About the report (Page 3)
Executive summary (Pages 4–8):
Contact center business process transformation trends (Pages 9–26)
RadarView overview (Pages 27–32)
Service provider profiles (Pages 33–89)
Read the Research Byte based on this report.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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