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.
Why read this RadarView?
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.
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, 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.
Methodology
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 4–10)
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- Contact center business process transformation value chain
- Avasant recognizes 27 top-tier service providers offering contact center business process transformation services.
- Provider comparison
Supply-side trends (Pages 11–19)
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- Customer service continues to be the key resource function for most service providers.
- Providers are looking to invest in emerging technology integration and new products and platforms.
- Enterprises continue to partner with service providers for their tech expertise, cost optimization, and process transformation.
- Service providers are strengthening their onshore, nearshore, and offshore presence for delivery expansion and cost optimization.
- Large enterprises are starting to outsource more contact center services, with a 20% growth in the number of enterprise clients and an 81% growth in revenue.
Service provider profiles (Pages 20–74)
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- Detailed profiles for 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.
RadarView overview (Pages 75–78)
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- RadarView assessment
- Methodology and coverage
- Interpretation of classification
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.
