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.
Why read this RadarView?
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.
Featured providers
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.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–8):
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- Contact center business process transformation value chain
- Key enterprise trends shaping contact center business process transformation
- Key recommendations for contact center services adoption
- Avasant recognizes 28 top-tier service providers offering contact center business process transformation services
Contact center business process transformation trends (Pages 9–26)
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- Contact centers are central to the customer experience and can be a key factor in generating new revenue
- Integration of contact centers with other functions to build a 360-degree view of customers
- Contact centers’ role in driving key business outcomes is becoming pivotal
- Omnichannel growth is being driven by the need for immediate resolution and proactive customer service
- Cloud-based contact center adoption is rising
- Providers continue to make significant investments with a focus on new offerings to support enterprise transformation
RadarView overview (Pages 27–32)
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- Methodology and coverage
- Interpretation of classification
- RadarView assessment
Service provider profiles (Pages 33–89)
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- Detailed profiles for Alorica, Atento, Cognizant, Concentrix, Conduent, CSS Corp, EXL, Firstsource, Genpact, HCL, HGS, ibex, Infosys, Majorel, ResultsCX, Sitel Group, Startek, Sutherland, TCS, Tech Mahindra, Teleperformance, TELUS International, Transcom, TTEC, VXI Global Solutions, Webhelp, Wipro, and WNS.
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