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

October 9, 2020

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 AI & Analytics and Digital Operations. In 2020, Conduent was listed as a “Leader” in both quadrants.

The AI & Analytics quadrant assesses providers with AI and analytics capabilities in terms of solution offerings, partnerships, implementations, innovation delivered and finally the business outcomes.

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 “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.

Previous Flipbook
ISG Provider Lens™ Contact Center – Customer Experience Services Europe & U.K. 2020 Quadrant
ISG Provider Lens™ Contact Center – Customer Experience Services Europe & U.K. 2020 Quadrant

Next Flipbook
ISG Provider Lens™ Contact Center – Customer Experience Services Quadrant Report,  AI & Analytics – Global 2020
ISG Provider Lens™ Contact Center – Customer Experience Services Quadrant Report, AI & Analytics – Global 2020