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ISG Provider Lens™ report highlights uncertainties in the contact center industry amid the COVID-19 pandemic, especially in Europe and the U.K. due to Brexit and new IR35 regulations limiting temporary workers. The report identifies trade and labor challenges, but also notes opportunities for firms collaborating with tech vendors. It reveals a shift to cloud contact center platforms and automation as companies adapt to new customer demands. Seven companies, including Teleperformance and Wipro, were recognized as leaders in the field.

ISG Provider Lens™ report highlights the shift towards contact center outsourcing and automation driven by the COVID-19 pandemic. Many enterprises are transitioning from in-house services to outsourced solutions to handle basic customer queries more efficiently. The report indicates that automation, such as chatbots and AI, is crucial for managing low-level inquiries. Additionally, cloud-based contact centers are becoming essential for ensuring seamless connectivity. The evaluation of 21 providers revealed leaders across archetypes who excel in addressing these evolving enterprise needs.

ISG (Nasdaq: III) announced its third-quarter financial results will be released on November 9, 2020, at approximately 6:30 a.m. Eastern Time. An investor conference call will follow at 9 a.m. the same day, with dial-in access for U.S. participants at 1-800-353-6461 and for international participants at 001-334-323-0501, using security code 7622781. A recording of the call will be available on ISG’s website for four weeks post-call.

ISG Provider Lens report highlights how the U.S. contact center industry is adapting to the challenges posed by COVID-19. Remote hiring, addressing attrition, and workforce management are key focuses. The report indicates a shift toward cloud contact centers and increasing reliance on automation, AI, and digital channels. It identifies nine leader providers in the sector and notes a significant rise in automation and security technologies due to remote work. This transformation is expected to enhance customer experience and brand loyalty.

ISG Provider Lens™ report highlights the impact of COVID-19 on contact centers, emphasizing the need for digital transformation. The pandemic forced rapid adaptations, resulting in increased call volumes and a shift towards non-voice digital channels. Companies rapidly embraced cloud solutions and artificial intelligence to enhance customer service. The report identifies key players in the market, naming leaders such as Conduent and Teleperformance. Automation and advanced analytics are becoming essential for improving customer interactions as the trend towards remote work continues.

Ola Chowning, a partner from Information Services Group (Nasdaq: III), will address enterprise agility and business resilience at the DevOpsCon Berlin conference on October 13. Her virtual presentation, titled “Scaling DevOps – the Move from Doing DevOps to Being DevOps”, will detail how organizations can enhance their DevOps capabilities post-COVID-19. Chowning highlights a 33% increase in agile transformations year-over-year and asserts that agile enterprises perform better during disruptions. The conference will feature the latest in software systems.

Q3 global combined ACV increased 3%, reaching $14.6 billion, marking a recovery from pandemic-related declines. Managed services surged 10% from Q2 to $6.6 billion, although down 5% year-over-year. The as-a-service segment also grew, rising 11% to $8.0 billion, driven by IaaS. The Americas reported a record ACV of $8.0 billion, primarily due to IaaS demand. Despite a challenging quarter in Asia Pacific, the firm anticipates a 15.5% growth in as-a-service for 2020 and sees a potential uptick in Q4 if significant deals are awarded.

ISG has initiated a research study focusing on technology providers for the insurance industry, leading to the upcoming ISG Provider Lens report titled Insurance BPO Services and Platform Solutions, set for release in January. The study addresses shifts in the outsourcing market, emphasizing the need for insurers to partner with service providers to enhance customer engagement. The report will analyze over 40 providers, categorizing them into five quadrants, covering areas like life, property, casualty insurance BPO services, and platforms. Key ISG analysts will author the report, aiding enterprise buyers in vendor evaluation.