Information Svrs Stock Price, News & Analysis

Information Services Group (ISG) has released new research on contact center technology trends. Key findings include:

1. By 2028, half of new contact center platforms will prioritize customer experience over traditional voice routing.

2. Enterprises are increasingly basing decisions on customer experience and CRM rather than call routing engines.

3. Cloud-based platforms, or contact center as a service, are now dominant for new or expanding contact centers.

4. ISG evaluated 37 providers across three categories: Contact Center Basic, Contact Center Advanced, and Agent Management.

5. NICE, Genesys, Content Guru, and Verint were identified as leaders in various categories.

The research aims to help enterprises optimize their business and IT software investments in the contact center space.

Information Services Group (ISG) has launched a research study on mainframe computing system modernization services for the U.S. public sector. The study will result in the ISG Provider Lens™ report, 'Mainframes – Services and Solutions 2025', set for release in March 2025. The report will cover providers and software vendors that enable the modernization of mainframe systems to meet digital requirements.

The study will evaluate over 60 vendors and providers in four quadrants: Mainframe Optimization Services, Application Modernization Services, Mainframe-as-a-Service (MFaaS), and Mainframe Operations. ISG analyst Peter Crocker will lead the report, which will focus on the U.S. market. The research aims to help U.S. public sector organizations, including state, local, municipal, and educational agencies, assess their vendor relationships and available offerings for modernizing legacy mainframe environments.

The 2024 ISG Provider Lens™ global Finance and Accounting Outsourcing (FAO) Services report reveals that enterprises are expanding their outsourcing of finance and accounting operations while seeking more specialized capabilities from providers. Companies are looking for comprehensive services that integrate advanced analytics, strategic consulting, and industry-specific expertise to streamline financial processes.

AI, machine learning, RPA, and cloud computing are significantly changing finance and accounting processes, improving efficiency and accuracy through real-time data analytics. Generative AI shows strong potential, although most applications are still in the proof-of-concept stage. The report highlights that procure to pay (P2P) remains the most commonly outsourced financial process, but many enterprises are also outsourcing advanced functions like record-to-report (R2R) and financial planning and analysis (FP&A).

The report evaluates 31 providers across four quadrants: P2P, Order to Cash (O2C), R2R, and FP&A. It names 12 companies as Leaders in all four quadrants, with additional Leaders in specific quadrants.

Information Services Group (ISG) has released a new research report, the ISG Buyers Guide™ for Data Intelligence, highlighting the growing importance of data intelligence solutions in enterprise data democratization. Key findings include:

- By 2027, 75% of enterprises are expected to engage in data intelligence initiatives.
- 60% of enterprises are forecasted to adopt technologies for delivering data as a product within the next three years.
- Data intelligence combines functionalities like data integration, cataloging, quality, lineage, metadata management, and master data management.
- Self-service access to trusted data is important for effective business decision-making.

The report evaluates 43 software providers across six platform categories, with IBM, Informatica, and Oracle assessed in all categories. ISG emphasizes the importance of data intelligence in gaining competitive advantage and improving organizational efficiency.

Information Services Group (ISG) projects a 50% increase in enterprise spending on generative AI (GenAI) in 2025, as companies shift focus from efficiency to augmenting human expertise. The ISG State of Applied Generative AI Market report reveals that:

1. GenAI is primarily used for customer-facing work.
2. 28% of companies apply GenAI to customer service chatbots.
3. 43% of enterprises exploring GenAI are in the live pilot or trial stage.
4. Enterprises expect significant ROI increases in 2025 compared to 2024.

While current GenAI applications focus on efficiency, future uses will include compliance, forecasting, market research, and software development. However, the 'human in the loop' approach currently limits scalability and ROI potential.

The 2024 ISG Provider Lens™ Payroll Solutions and Services report for the U.S. reveals that enterprises are rapidly adopting new payroll technologies and services to address complex challenges. Key findings include:

1. AI and ML are central to advances in payroll technology, improving accuracy, efficiency, and intelligence.

2. U.S. companies are prioritizing pay transparency due to equal pay legislation.

3. There's an increased focus on payroll data privacy, with providers enhancing security measures.

4. U.S. firms are quicker to adopt tools giving employees more visibility and control, such as on-demand pay and pay stub verification apps.

5. Predictive analytics and AI-powered personalized financial insights for employees are gaining importance.

The report evaluates 16 providers in the Managed Payroll Services: U.S. quadrant, naming ADP, isolved, Paychex, Paycom, Paycor, and Strada as Leaders.

The ISG Digital Business Summit DACH is set for October 7-8 in Frankfurt, focusing on AI's impact on customer experience. Leaders from Airbus, Swiss Re, Roche, and Post Office Group will discuss plans for AI and emerging technologies to enhance customer and employee experience and drive growth. ISG research indicates enterprises are less satisfied with AI and automation engagements compared to other tech services, with GenAI receiving the lowest rating in the emerging technology segment.

The event will explore market trends, technology developments, and changing consumer behaviors driving business innovation. Topics include AI, machine learning, sustainability, new business models, and simplifying tech infrastructure. Keynote speakers and panel discussions will address modernizing legacy technology, digital transformation, and AI-centric business models. The summit also features the ISG Startup Challenge, where entrepreneurs pitch innovations to judges and audience.

Information Services Group (ISG) announced the winners of the second annual ISG Women in Digital Awards for Asia Pacific and India, recognizing women's achievements in the digital world. The awards ceremony, held virtually on September 19, honored leaders from L&T Technology Services, Quinnox, Brillio, Tata Consultancy Services, and Birlasoft as gold winners in five categories.

The categories included Rising Star, Women's Advocate, Digital Innovator, Rock Star Leader, and Digital Titan of the Year. An independent panel of judges evaluated 458 finalists across all regions. The program, expanded to EMEA and Asia Pacific regions in 2023, aims to recognize women's contributions, create a network, and inspire the next generation of women in digital.

The ISG Women in Digital program, established in 2018, also hosts a LinkedIn page, webcasts, and events for the IT and business services industry.

The 2024 ISG Provider Lens™ global Payroll Solutions and Services report reveals that enterprises are reshaping their payroll service models with new capabilities and cost efficiencies from outsourcing providers. Key findings include:

1. AI and ML are central to advances in payroll technology, introducing greater accuracy, efficiency, and intelligence.

2. Companies are increasingly outsourcing for regulatory and compliance expertise due to proliferating payroll laws.

3. Self-service platforms are giving employees easy access to payroll information, especially through mobile apps.

4. Predictive analysis is being used to forecast workforce trends and optimize performance.

The report evaluates 26 providers, naming ADP, EY, IBM, Mercans, Neeyamo, Ramco Systems, SD Worx, and Strada as Leaders in the Multicountry Managed Payroll Services quadrant.