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.
Why read this Market Insights?
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.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–7):
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- Contact center business process transformation value chain
- Key enterprise trends shaping contact center business process transformation
- Avasant recognizes 27 top-tier service providers offering contact center business process transformation services.
Demand-side trends (Pages 8–14)
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- Generative AI has significantly transformed contact center services, opening new opportunities for innovation.
- Leveraging widespread internet and mobile device usage, customers expect technology-driven engagement from enterprises.
- The rise in nearshore services is fueled by the demand for solutions emphasizing geographic proximity to customers.
- Customer expectations emphasize the necessity for engagement across diverse devices through omnichannel experience.
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.
