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ISG Provider Lens™ Contact Center – Customer Experience Services Quadrant Report, AI & Analytics – 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 AI & Analytics quadrant.

“Conduent is a dominant player in this market. It has the scale and technologies to serve clients of all sizes. By continuing to enhance its offerings, the company is on the right track to address the customer experience requirements of clients.”

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 report cites three specific Conduent strengths including:

  • Launch of enterprise platforms to drive digital transformation: Conduent’s launch of enterprise platforms that leverage a suite of Microsoft solutions such as Azure Blockchain Workbench, Cognitive Services and Azure ML will help clients adopt technologies like automation for a better customer experience.
  • Investment in talent: Conduent has made investments in rolling out learning and development programs to its employees, with a comprehensive skilling and reskilling program delivered at scale.
  • Analytics deployment to improve customer experience: Conduent has showcased a variety of case studies where analytics has played a key role in improving customer experience — including usage of predictive analytics to study consumer behavior and deployment of sentiment analysis with measurable outcomes.

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.