This report identifies key demand-side trends in the contact center business process transformation space that can help enterprises revamp their contact center operations. It also describes enterprise challenges in the contact center business process transformation space based on Avasant’s assessment.
Contact center outsourcing has seen a dynamic shift in the past 12 months, primarily driven by evolving customer demands, technological advancements, and geographical uncertainties. This led to adaptation technologies such as generative AI, chatbots, and analytics to personalize interactions and improve agent efficiency. Hybrid delivery models combining onshore, nearshore, and offshore locations are becoming common to leverage cost advantages and specialized skills. The integration of technologies, brand consistency across channels, and interaction quality concerns are pushing enterprises to invest in areas like agent training and upskilling as the requirement increases for agents to handle more complex cases.
The Contact Center Business Process Transformation 2023–2024 Market Insights™ provides a view into important market trends and developments to help build a granular understanding of the contact center business process transformation ecosystem.
The industry insights presented in this report are based on our ongoing interactions with enterprise CXOs and other key executives; targeted discussions with service providers, subject matter experts, and Avasant fellows; analyst insights derived from primary and secondary research; and lessons learned from consulting engagements.
About the report (Page 3)
Executive summary (Pages 4–7):
Demand-side trends (Pages 8–14)
Key contacts (Page 15)
Read the Research Byte based on this report.
Please refer to Avasant’s Contact Center Business Process Transformation 2023–2024 RadarView™ for detailed insights on service providers and supply-side trends.
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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