Information Services Group, Inc. reports developments as a global AI-centered technology research and advisory firm serving enterprise technology and business-services markets. The company publishes research on digital transformation, AI adoption, sourcing, cloud and data analytics, provider ecosystems, governance, risk, software, network and technology strategy.
Recurring news includes ISG Provider Lens® studies across industries such as healthcare, life sciences, aerospace and defense, automotive and mobility, SAP ecosystems and global capability centers. Company updates also cover quarterly results, GAAP and non-GAAP performance measures, advisory-market trends and the role of AI, automation, data platforms and managed services in enterprise operations.
ISG Provider Lens™ report highlights that enterprises are increasingly leveraging software-defined networking (SDN) to enhance operational efficiency. The 2022 report indicates that SD networking promotes greater flexibility and improved network management, aiding in cloud migration and business continuity. Notably, four client archetypes are identified: Disruption Embracers, Advanced Edge and SASE Adopters, Aggressive Adopters, and Moderate Transformers. Providers like Orange Business Services and Verizon are recognized as leaders in delivering SD networking solutions.
Information Services Group (Nasdaq: III) has released the 2022 ISG Provider Lens™ Cloud Native Services and Solutions report for Europe, highlighting the growing adoption of cloud-native technologies. Enterprises are increasingly utilizing containers and Kubernetes, although challenges remain in scaling these technologies. The report indicates that approximately three-quarters of back-end developers used containers in 2021, with many needing assistance for successful cloud migrations. Key trends include data sovereignty issues and a rising focus on sustainability.
According to a new report from ISG, the low-code/no-code software development market is valued at nearly $15 billion and is projected to quadruple in the next five years. This shift is driven by enterprises needing rapid digital solutions amidst a shortage of coding talent. The report highlights the significant benefits of low-code/no-code platforms, including a 70% reduction in development costs and the ability for non-IT staff to create applications quickly, with some projects completed in just three days. Key adopters include sectors like financial services and manufacturing.
ISG Provider Lens™ report reveals rapid adoption of new contact center technologies in Europe and the U.K. due to shifting customer experience demands. Enterprises are increasingly focusing on customer experience as a key metric for business success, while facing challenges in workforce recruitment and retention due to the pandemic. The report highlights the role of AI in enhancing customer satisfaction and efficiency, and emphasizes the strategic need for companies to monitor their online reputation. 28 providers were assessed, with several identified as Leaders in multiple segments.
Information Services Group (NASDAQ: III) has released a new report highlighting a surge in the use of cloud contact centers across Europe. The 2022 ISG Provider Lens™ report indicates that businesses are leveraging contact-center-as-a-service (CCaaS) features to enhance customer engagement and operational efficiency. Key advantages include scalability, security, and cost savings. Notably, AI-driven technologies like chatbots are improving both customer and employee experiences. The report also identifies leading providers such as Avaya and Genesys.
ISG's 2022 Provider Lens Report reveals that Australian enterprises are increasingly migrating contact centers to the cloud due to the pandemic. This shift is facilitating better customer engagement and operational resilience. Remote work has prompted companies to offer flexible employment arrangements, driving demand for workforce management solutions. Additionally, businesses are leveraging AI to harness customer data for real-time insights. The report evaluates 28 providers, with Concentrix, Datacom, Probe CX, TSA, and Wipro leading across three quadrants.
Enterprises globally are increasingly adopting cloud-based contact centers, according to a recent ISG report. The pandemic has accelerated the shift towards digital customer experience (CX), leading to a surge in contact center outsourcing. As companies embrace a cloud-first strategy, AI technologies, including bots and analytics tools, are enhancing customer interactions. Flexible work models have become essential for talent retention in a competitive labor market. The report evaluates 30 service providers, naming leaders in various CX service quadrants, signaling evolving demands in the sector.
The ISG Provider Lens™ report highlights the cloud-native technology landscape in the U.S., indicating a plateau in adoption after years of growth. While many developers utilize cloud-native technologies, legacy systems still dominate applications in enterprises. The report emphasizes the scalability and speed offered by container-based microservices but notes the need for new skills and specialized security measures. VMware leads in three quadrants, while Dynatrace, Red Hat, and Sysdig excel in two. Tech Mahindra is recognized as a Rising Star in cloud-native services.
Spending on cloud services in Asia Pacific decreased significantly in Q3 due to economic concerns and ongoing disruptions in China. The latest ISG Index™ reported a 29% drop in annual contract value (ACV), totaling $3.1 billion. XaaS ACV fell 37% year-on-year to $2.4 billion, with IaaS down 40% and SaaS 15%. Managed services, however, saw a 17% increase in ACV to $745 million. The overall ACV for YTD was $10.6 billion, marking a 14% decline. Economic uncertainty is expected to impact future growth forecasts.
ISG Report Highlights Growing Demand for Contact Center Services
The latest ISG Provider Lens report reveals a surge in U.S. demand for contact center services as companies prioritize customer experience. The COVID-19 pandemic has accelerated digital transformation, leading businesses to outsource contact centers to enhance technology and service quality. Notably, AI and analytics are improving customer engagement, while the tight labor market for skilled employees poses challenges. The report ranks key providers, with Conduent, HGS, and others designated as leaders.