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Contact Center Business Process Transformation 2023–2024 RadarView™
The Contact Center Business Process Transformation 2023–2024 RadarView™ provides information to assist enterprises in building a contact center service strategy and charting an action plan for customer service transformation. It identifies key global contact center service providers that can help expedite this transformation. It also brings out detailed capability and experience analyses of leading providers to assist businesses in identifying the right strategic partners. The 81-page report highlights key industry trends in the contact center space and Avasant’s viewpoint on them.
January, 2024
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Retail Digital Services 2024 RadarView™
The Retail Digital Services 2024 RadarView™ helps retail enterprises craft a robust strategy based on industry outlook, best practices, and digital transformation. The report can also aid them in identifying the right partners and service providers to accelerate their digital transformation in this space. The 86-page report also highlights top market trends in the retail space and Avasant’s viewpoint.
March, 2024
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The Rise of Agentic AI: Salesforce Leads the Charge with Agentforce
The market for enterprise-ready, generative AI-driven CRM solutions is rapidly transforming with the emergence of agentic AI. This evolution, from predictive bots to responsive copilots, has culminated in agents that not only generate responses but also take action. At Dreamforce 2024, Salesforce introduced Agentforce, an autonomous AI agent that automates every customer interaction and integrates seamlessly across platforms such as Slack, offering an upgrade over Einstein Copilot. While Salesforce currently leads the way in agentic AI, competitors are swiftly closing the gap. As Gen AI rapidly evolves, enterprises stand to gain from the innovations and advancements made by leading platform vendors.
October, 2024
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Salesforce Services 2025 RadarView™
The Salesforce Services 2025 RadarView™ assists organizations in identifying strategic partners for Salesforce adoption by offering detailed capability and experience analyses for service providers. It provides a 360-degree view of key Salesforce service providers across practice maturity, partner ecosystem, and investments and innovation, thereby supporting enterprises in identifying the right Salesforce services partner. The 81-page report highlights top supply-side trends in the Salesforce space and Avasant’s viewpoint.
September, 2025
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The Future of Customer Experience: Automation, Analytics, and Agent Enablement
The customer experience landscape is rapidly changing, and businesses must keep pace to exceed customer expectations. With customers becoming more demanding and switching providers when service deteriorates, call centers are evolving into contact centers and ultimately into customer experience (CX) centers, central to driving customer experience (CX). This report—coauthored by Avasant and HCL Technologies—explores how CX centers have evolved into the next frontier of customer experience, and it defines strategies to ensure a positive and seamless customer experience. We conclude with ways in which organizations can reimagine their relationships with CX outsourcing service providers to create the right incentives for themselves and their partners.
July, 2023
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Contact Center Business Process Transformation 2023–2024 Market Insights™
The Contact Center Business Process Transformation 2023–2024 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any contact center services project. The report also highlights key challenges that enterprises face today.
January, 2024
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Retail Digital Services 2024 Market Insights™
The Retail Services 2024 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any digital project in the retail industry. The report also highlights key challenges that enterprises face today in this space.
March, 2024
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Optimizing Power Consumption in Data Centers in the age of AI
As companies increasingly repatriate their data centers, optimizing power consumption has become a crucial priority for enterprise buyers. This shift offers opportunities for improved operational efficiency while also presenting challenges related to energy management, sustainability, and resource utilization. The demand for power in data centers, is further augmented by the rising energy needs of high-performance chips. This exponential data growth and increased compute power requirements are further stressing the existing power infrastructure. As the use of large data becomes more widespread, optimizing power within datacenters will become crucial to the enterprise spend and operational efficiency.
October, 2024
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Salesforce Services 2025 Market Insights™
The Salesforce Services 2025 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any Salesforce project. The report also highlights key challenges that enterprises face today.
September, 2025
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Salesforce Services 2023 RadarView™
The Salesforce Services 2023 RadarView™ assists organizations in identifying strategic partners for Salesforce adoption by offering detailed capability and experience analyses for service providers. It provides a 360-degree view of key Salesforce service providers across practice maturity, partner ecosystem, and investments and innovation, thereby supporting enterprises in identifying the right Salesforce services partner. The 74-page report highlights top supply-side trends in the Salesforce space and Avasant’s viewpoint.
June, 2023
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Generative AI: The Vigilant Watchtower for Data Centers
Managing data centers strategically is essential to effectively navigate market hurdles in today’s dynamic economy. For an organization, taking advantage of possibilities in spite of economic obstacles is just as important as maintaining security and smooth operation. Nowadays, businesses are dealing with resource constraints, adapting to new regulations and technology, conserving energy, and scaling up or down as necessary. To overcome these hurdles, leading service providers harness generative AI to help organizations manage data centers effectively, especially in monitoring and support services. It greatly benefits customers by automating operations, improving security, and quickly resolving issues, all while supporting data-driven decision-making.
February, 2024
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Manufacturing Digital Services 2024 Market Insights™
The Manufacturing Digital Services 2024 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any digital project in the manufacturing industry. The report also highlights key challenges that enterprises face today.
April, 2024
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Multicloud and AI: Enabling Intelligent Workflows across Diverse Cloud Environments
Enterprises are adopting multicloud environments and AI-driven automation to enhance operational efficiency and flexibility. As multicloud adoption grows, challenges such as cost inefficiencies, migration complexities, and integration issues persist. Addressing these challenges, Oracle announced at Oracle CloudWorld 2024 the integration of its Exadata database with AWS, enabling seamless multicloud connectivity, improved latency, and optimized costs. Oracle also introduced over 50 role-based AI agents in its Fusion Cloud Applications Suite to automate repetitive tasks using AI capabilities that adapt to changes and improve over time. These initiatives align with industry efforts by SAP, Microsoft, and Workday in leveraging generative AI to streamline sales, service, finance, and supply chain management functions.
November, 2024
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Microsoft’s Elimination of Volume-Based Price Levels: A New Era in Enterprise Licensing Economics
Microsoft’s elimination of volume-based pricing tiers across its EA, MPSA, and OSPA programs marks a major shift in enterprise software economics. Effective November 1, 2025, all online services will default to Level A list pricing that will end scale-based discounts for large customers. This paper examines the implications of Microsoft’s policy change, the resulting budget and negotiation challenges for enterprises, and how Avasant assists clients in responding through immediate optimization, strategic contracting, and sustainable governance—transforming cost pressure into commercial control.
October, 2025
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Salesforce Services 2023 Market Insights™
The Salesforce Services 2023 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any Salesforce project. The report also highlights key challenges that enterprises face today.
June, 2023
Customer relationship management (CRM)
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