ISG’s report on Contact Center Services – Customer Experience is comprised of multiple quadrants covering the spectrum of services that an enterprise client requires. In 2021, Conduent was listed as a “Leader” in the AI & Analytics, Digital Operations, and Work-from-Home Services quadrants.
The AI & Analytics quadrant assesses providers with AI and analytics capabilities in terms of solution offerings, partnerships, implementations, innovation delivered business outcomes, company size and capabilities, and plans for the future.
The Digital Operations quadrant assesses each provider’s capabilities, including its geographical footprint, workforce, languages supported, pricing models, consulting capabilities, digital technology capabilities, company size and capabilities and plans for the future.
The Work-from-Home CX Services quadrant assesses a provider’s capability to offer work-from-home services, including infrastructure, technology and reliable cybersecurity measures.
“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.