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 companies can engage with to reshape the customer service function. We continue with a detailed assessment of 27 service providers offering contact center services. Each profile overviews the service provider, its contact center services capabilities and solutions, a list of representative clients and partnerships, and brief case studies. Each profile concludes with analyst insights on the provider’s practice maturity, domain ecosystem, and investments and innovation.
As enterprises look to transform their contact centers into customer experience centers, technologies including generative AI, automation, and analytics take center stage. Service providers integrate these technologies across various touch points to improve employee engagement and productivity and streamline onboarding and training. Evolving customer journeys and the need for seamless experiences across channels push enterprises to offer omnichannel support and digital self-service options. This is evident from service providers allocating 27% of their investments toward emerging technology integration.
The Contact Center Business Process Transformation 2023–2024 RadarView aids companies in identifying top service providers to reinvent their customer service. It also analyzes each service provider’s technology and delivery support capabilities, 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, EXL, Firstsource, Foundever, Genpact, HCL, HGS, ibex, Infosys, Movate, Mphasis, ResultsCX, Startek, Sutherland, Tech Mahindra, TCS, Teleperformance, TELUS International, Transcom, TTEC, VXI Global Solutions, Wipro, and WNS.
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 4–10)
Supply-side trends (Pages 11–19)
Service provider profiles (Pages 20–74)
RadarView overview (Pages 75–78)
Key contacts (Page 79)
Read the Research Byte based on this report.
Please refer to Avasant’s Contact Center Business Process Transformation 2023-2024 Market Insights™ for detailed insights on the demand 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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