ISG Provider Lens™ Contact Center – Customer Experience Services U.S. Quadrant Report, 2022
“Leaders” have a comprehensive product and service offering, a strong market presence and established competitive position.
The ISG Provider Lens™ Contact Center — Customer Experience Services report evaluated the U.S. capabilities of 26 customer experience (CX) providers across four quadrants covering the spectrum of services that an enterprise client requires. In 2022, Conduent was listed as a “Leader” in all four quadrants: Digital Operations, AI & Analytics, Work from Home Services, and Social Media CX.
The Digital Operations quadrant assesses providers offering contact center CX outsourcing services focused on end-to-end engagement and managed services with an increased emphasis on enhancing CX by leveraging the latest technologies and domain expertise.
The AI & Analytics quadrant assesses providers on the AI and analytics capabilities and innovative solutions they deliver, including that from within their partner ecosystem, in terms of delivering referenceable business outcomes.
The Work-from-Home Services quadrant assesses providers offering work-from-home (WFH) services in terms of infrastructure and solution delivery based on the latest technologies that are highly secure in operation, delivering WFH environments that are effective and engaging.
The Social Media CX quadrant assesses providers offering social media services based on latest technologies integrated in a seamless manner in secure provisioning environments, delivering advanced CX services across a wide range of social media channels effectively.
“Leaders” have a comprehensive product and service offering, a strong market presence and established competitive position. The product portfolios and competitive strategies of Leaders are strongly positioned to win business in the markets covered by the study. The Leaders also represent innovative strength and competitive stability.