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ISG Provider Lens™ report reveals that enterprises are increasingly adopting AI and chatbots to enhance customer experiences amid rising service expectations due to the pandemic. The report highlights the importance of customer analytics, security, and evolving technologies like conversational AI in the industry. It categorizes enterprises into three archetypes based on digital maturity: Automation Embracers, Digital Connoisseurs, and CX Evangelists. Key players evaluated include Conduent, Sitel Group, and Teleperformance, which emerge as leaders across different archetypes.

Information Services Group (NASDAQ: III) reports significant growth across IT and business services in Q3, fueled by post-pandemic digital transformation. The Americas ISG Index™ reached a record $11.6 billion in annual contract value (ACV), up 37% from Q2. Cloud-based services led growth, with IaaS up 53% and SaaS up 48%. Year-to-date, ACV totaled $30.3 billion, a 20% increase. Notable contracts include partnerships between CIBC and Microsoft, and Oracle with Telefonica Brasil. ISG forecasts a 25% global growth for cloud services in 2021.

The 2021 ISG Provider Lens™ Contact Center as a Service – CX Global Report highlights the growing role of CCaaS providers in enhancing customer experience post-COVID-19. The report emphasizes that businesses are increasingly adopting cloud contact centers to meet rising digital engagement demands. Key findings include the evolution of CCaaS beyond basic communication, integrating AI and analytics for improved services. Eight companies, including 8x8 and Five9, were recognized as leaders in this quadrant, while Amazon Connect and Content Guru were noted as rising stars.

ISG Provider Lens™ report highlights the permanent shift in contact center operations due to work-from-home demands and a preference for digital channels over traditional voice calls. Published by Information Services Group (NASDAQ: III), the report reveals that 28 providers are evaluated across four quadrants, with key players like Atento and Teleperformance leading in all quadrants. Companies are adopting advanced technologies such as AI and machine learning to enhance customer experience. Despite regulatory changes in the U.K., opportunities arise for those collaborating with tech vendors for labor solutions.

Information Services Group (Nasdaq: III) has announced a new research study focusing on the enterprise service management (ESM) market. The upcoming ISG Provider Lens™ report will evaluate ESM software and consulting services, releasing in March. The study includes feedback from over 175 ESM providers and aims to assist enterprise buyers in evaluating service relationships. Four quadrants will cover ESM consulting, managed services, implementation, and software providers, offering insights for informed decision-making.

Demand for cloud computing reached record highs in the Asia Pacific IT and business services market during Q3, per Information Services Group (NASDAQ: III). Cloud-based as-a-service annual contract value (ACV) hit $3.1 billion, marking a 62% increase year-over-year. Traditional managed services saw ACV of $575 million, up 53% year-over-year but down 40% from Q2. The combined market value stood at $3.6 billion, a 60% year-over-year increase but down 6% from the previous quarter.

Information Services Group (Nasdaq: III) has initiated a research study focusing on service providers supporting enterprises and U.S. government entities in adopting Microsoft products. The findings will be showcased in two reports due in April 2022: Microsoft Ecosystem 2022 for enterprises and Microsoft Ecosystem 2022 – U.S. Public Sector. The reports will cover essential services like Azure, Microsoft 365, and SAP on Azure, helping clients assess vendor relationships and optimize their digital transformations.

Information Services Group (NASDAQ: III) has launched a research study focusing on procurement service providers that assist enterprises and government entities in navigating post-COVID-19 economic challenges. The findings will be compiled into three ISG Provider Lens™ reports, set for release in March, covering procurement business process outsourcing, digital transformation services, and software platforms. The reports will enable buyers to evaluate vendor relationships and enhance procurement processes, which have become critical in today’s rapidly changing environment.

Information Services Group (Nasdaq: III) has announced a new research study focusing on how service providers assist enterprises in modernizing mainframe applications and migrating to cloud environments. This study will culminate in an ISG Provider Lens™ report titled 'Mainframes – Services and Solutions,' set for release in April. The report will analyze mainframe-related services and products across the U.S., Canada, and Europe, aiding enterprise buyers in evaluating vendor options. Key study components include mainframe modernization and transformation strategies.