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ISG Provider Lens™ Contact Center – Customer Experience Services Quadrant Report, Digital Operations – Global 2020

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Conduent designated a “Leader”

ISG’s report on Contact Center Services – Customer Experience is comprised of multiple quadrants covering the spectrum of services that an enter­prise client requires. The quadrants are Digital Operations and AI & Analytics. In 2020, Conduent was listed as a “Leader” in both quadrants. This report specifically addresses the Digital Operations quadrant.

“Conduent has been taking steps towards delivering valuable client outcomes by reducing costs via improved efficiencies. The company’s investments in associate engagement programs and in improving work environments across locations with efficiency based KPIs makes it suitably positioned as a Leader in the contact center market.”

The Digital Operations quadrant measures service provider capability based on the key tenets of contact center operations such as end-to-end contact center services, talent development and management, global landscape and the ability to provide onshore, nearshore and offshore services. Digital technology offerings such as automation, AI/ML, analytics services, omnichannel, work-from-home solutions, security and compliance are also considered a part of this quadrant evaluation. The report cites three specific Conduent strengths including:

  • Evolving partnership ecosystem: Conduent is continuing to focus and leverage its ecosystem of key strategic partners to deliver an improved value proposition to its clients.
  • Industry-focused service portfolio: Conduent delivers its customer experience software (CXM) solutions across verticals with a robust proficiency in commercial, government and transportation segments and is continuing to build on its industry capabilities.
  • Improving cost efficiencies: Conduent’s global delivery network enables it to provide proprietary technology, differentiated service offerings and service capabilities.

The “Leaders” among the vendors/ providers evaluated by ISG have a highly attractive product and service offering and a very strong market and competitive position; they fulfill all requirements for successful market cultivation. They can be regarded as opinion leaders, providing strategic impulses to the market. They also ensure innovative strength and stability.